Gary Chatwal

Led a high-performing team delivering outstanding service, achieving revenue goals, and meeting critical operational targets. Built an engaged, results-driven environment while maintaining compliance and service excellence.

• Exceeded performance benchmarks for customer satisfaction, First Contact Resolution (FCR), and Net Promoter Score (NPS).
• Optimized average handling time (AHT) to improve efficiency and customer outcomes.
• Managed complex escalations and ensured swift, effective resolution.
• Delivered sales and retention targets through tailored coaching and structured performance reviews.
• Applied data-driven strategies to boost conversion, upselling, and cross-selling.
• Designed and implemented incentive programs and accurate forecasting to maximize results.
• Led continuous improvement initiatives, streamlining workflows and enhancing team productivity.
• Conducted compliance audits, ensuring adherence to company policies and industry regulations.

As an Assistant Manager - Recruitment, I managed a team of HR and Senior HR Executives, overseeing end-to-end recruitment processes.

• Developed and executed recruitment strategies to meet hiring targets across various business verticals.
• Managed vendor partnerships to optimize sourcing efficiency.

As a Senior HR - Recruitment, I managed end-to-end hiring operations, vendor partnerships, and recruitment strategies to fulfill business objectives.

• Conducted interviews from initial screening to salary negotiations, ensuring alignment with company hiring policies.
• Led vendor sourcing and performance tracking, optimizing hiring pipelines through external recruitment partners.
• Oversaw Storefront Hiring Operations to ensure seamless talent acquisition where Genpact lacked a physical presence.
• Spearheaded outstation hiring drives and job fairs across North India, meeting workforce expansion goals.

Provided customer support for PLCC cards issued by Santander (UK), ensuring high customer satisfaction and compliance.

• Delivered first-contact resolution for customer inquiries, maintaining a 99.8%+ CSAT rating.
• Provided support across multiple processes, including retention and collections.
• Conducted call monitoring and quality audits, ensuring compliance with the Data Protection Act (UK).
• Supported team management as a shadow team leader, working on improvement areas and closing feedback loops.