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Candidate Details

Name :

Venus Dias
Qualification :
Regional Manager (AVP, CX Projects and User Journey)
Industry :
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Regional Manager (AVP, CX Projects and User Journey)

About our Client

Customer-focused professional skilled in driving improvement initiatives and demonstrating leadership and strategic thinking. Experienced in managing CX projects, designing end-to-end customer journeys, measuring and tracking KPIs, implementing automation solutions, tactical planning, and analysing trends. Effective communication and relationship-building skills to work with, lead, and coach cross-functional teams, Ability to navigate complex challenges and deliver results.


Professional Experience

Regional Manager (AVP, CX Projects and User Journey)

Overview: Lead CX and Digital initiatives for projects concerning website, online banking, chatbot, mobile banking, ATM, CDM, Help & support section, and calls reduction project.

Key Accomplishments

Initiated and managed CX analytics, designed online surveys, and analysed responses

▪ Identified process gaps and provided insights to management, influencing changes in processes and policies

▪ Evaluated NPS and CSAT feedback for digital channels to reduce detractors and shift passives to promoters, ultimately enhancing overall customer experience

Supervised Workforce management across three sites

▪ Analysed and reported call trends, staff KPIs, and key volume drivers

▪ Optimised workforce utilisation, reduced call volumes, and increased CSAT scores

▪ Achieved improvements in call centre efficiency and customer satisfaction

Led CX and digital initiatives for various projects, such as website enhancement, online banking, chatbot implementation, and mobile banking improvements

▪ Utilised an Agile approach, liaised with digital squads, and ensured timely delivery of journeys

▪ Successfully brought products and services to the forefront of their CX initiatives and was successful in migrating 50% of walk-in traffic away from branches to alternate channels

▪ Consistently evaluated NPS and CSAT feedback for digital channels

▪ Analysed customer feedback, identified pain points and proposed improvements to enhance customer experience

▪ Drove continuous improvement initiatives and delivered positive customer experience outcomes

Identified process gaps and managed performance to enhance customer service

▪ Recommended and implemented process improvements, reducing department escalations and calls to the contact centre

▪ Achieved improved customer experience and reduced operational inefficiencies

Collaborated with cross-functional teams, including digital squads, stakeholders, and senior management

▪ Effectively communicated project updates, presented findings and recommendations and facilitated discussions to drive alignment and decision-making

▪ Conducted training sessions for call centre agents to enhance their communication skills, resulting in improved customer interactions and satisfaction

Assistant Manager – Analytics and MI

▪ Led the performance management and MI team and monitored and analysed the financial performance of HSBC and its various lines of businesses

Agency Manager - Card Collections

▪ Handled multiple collection agencies with confidentiality, professionalism and attention to detail

Analyst - Work Force Management

▪ One point contact for inbound processes for clients in America and analysed and reported functional or technical irregularities to clients


Master’s in Business Administration (Finance)

Bachelor of Commerce

SAS Content Developer

Mapping Customer Journeys by Forrester



Technical Skills

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