Hir Chotaliya

Results-driven Contact Centre and Customer Experience Specialist with over 6 years of international expertise in inbound banking support, proactive omnichannel outreach, financial collections, and corporate compliance. Highly skilled in cross-selling financial products, de-escalating complex credit or billing disputes, and managing high-volume portfolios in fast-paced corporate environments. Proven track record of consistently exceeding key performance indicators (KPIs) including First Contact Resolution (FCR) and Net Promoter Score (NPS).

Adept at navigating complex CRM software and core retail banking systems while maintaining a strict commitment to data privacy, federal regulations, and client confidentiality.

Senior Contact Centre Associate (Inbound & Collections Portfolio) - HGS (Hinduja Global Solutions) - Surat, India

(2022-01 - 2025-12)

• Managed an average volume of 70–90 daily inbound customer interactions for an international retail banking portfolio, resolving complex card queries, service charges, and billing disputes.
• Identified accounts in early-stage delinquency and conducted proactive, empathetic collections outreach to establish structured payment schedules, lowering default rates by 15% quarterly.
• Identified client financial needs during inbound support calls to proactively cross-sell appropriate premium banking products, alternative digital credit instruments, and online account features.
• Consistently achieved top-tier performance ratings, sustaining a 94% Customer Satisfaction (CSAT/NPS) score and an average First Contact Resolution (FCR) rate of 88%.
• Maintained flawless compliance scores by strictly executing corporate data protection laws, Anti-Money Laundering (AML) standards, and Know Your Customer (KYC) identity protocols.

Customer Experience Representative (Outbound Sales & Retention) - Tashcent Support Solutions - Surat, India

(2019-05 - 2021-12)

• Executed strategic outbound contact campaigns targeting relationship retention, account updates, and customer appreciation outreach.
• Successfully diffused volatile client scenarios and product issues by applying clear active listening frameworks and deploying rapid, solution-oriented service.
• Logged thorough interaction notes, real-time customer data changes, and cross-department referral notes into the central CRM system with 100% data accuracy.
• Liaised with financial risk and core billing departments to fast-track specialized account corrections and service fee waivers for high-value clients.

Human Resources Executive - ONGC (Oil and Natural Gas Corporation) - India

(2018-06 - 2019-05)

• Acted as the frontline human resources single point of contact (SPOC) for multi-regional corporate staff inquiries regarding company benefits, payroll updates, and internal regulatory policy.
• Honed strong consultative listening, privacy compliance, and mediation competencies while handling highly sensitive personal data.
• Coordinated end-to-end personnel onboarding documentation and executed accurate high-volume updates to regional cloud-based payroll and administrative structures.

Bachelor of Business Administration (BBA) - Human Resource Management - SDJ International College, Surat (Veer Narmad South Gujarat University) (2018)