Customer Service Sales

PUNEET SETHIA

*** **. ****’s Ave, Fl *, Jersey City, NJ – 07306 917-***-**** ******.******@*****.***

OBJECTIVE: To obtain a position in strategy/market research/ marketing that will utilize my extensive project

management, analytical and process re-engineering skills.

EXPERIENCE:

AXA Equitable Life Insurance Co., New York, New York

Customer Insights and Strategy – Senior Market Research Consultant / Green Belt June 2006 – May 2009

Managed the U.S portion of international Customer Satisfaction study that yielded over 14,000+ interviews

annually. Reported results and recommendations to internal / parent stakeholders and calculate KPI’s.

Linked customer satisfaction scores with business results to demonstrate the importance of agent follow-up,

which resulted in increasing cross-sell (+50%) and lower lapse (defection) rates.

Initiated and fielded customer satisfaction surveys for AXA's call centers to help prioritize areas of process

improvement; using the survey results, the centers were able to show increased customer retention rates (25%

higher than previous averages).

Managed, manipulated, analyzed and interpret large datasets of customer service data in Excel by using pivot

tables/charts, providing valuable trends, patterns, and insights for senior management.

Measured brand awareness by developing survey to focus on key US markets, results linked directly to spending

levels and agent history and enabling more efficient media purchases.

Assessed changes in consumer attitudes/behavior due to market volatility and consequential impact on

company, resulting in product development and new advertising strategies.

Synthesized geo-demographic and corporate data to develop local market strategy, including market share,

competitor and penetration analysis for AXA’s 50 sales territories to help identify opportunities.

Citigroup Global Services, Member of Citigroup

Finance and Operations – Senior Analyst Feb 2004 – May 2005

Managed and developed a team of 3 employees who investigated regulatory queries and legal notices from

Income and Sales Tax Office, Central Bureau of Investigation, Central Excise and Reserve Bank of India.

Prepared departmental budgets for over 400 people and reconcile actual spent on a monthly basis and provided

management reporting. Reconciled of over 100 balance sheet items for team and prepared journal entries.

Performed unit cost studies, programmed lease versus buy analysis, estimated business line risk versus ROI

and modeled default expectations.

Formulated mathematical models to analyze moderate to complex management problems and information

systems for resolution.

Initiated and managed the complete migration of regulatory records on to a technological platform with Six

Sigma process control techniques, leading to an annual savings of 3,200 staff work hours.

Used analytical techniques, such as flowcharts, surveys, process mapping analysis to eliminate duplication,

facilitate workflow and ensure optimum utilization of staff and equipment.

Ernst and Young

Taxation – Tax Analyst and Area Technology Coordinator Feb 2002 – Jan 2004

Researched, analyzed and prepared corporate, partnership and real estate tax returns based on GAAP and

propose business transaction recommendation to clients.

Initiated and developed a database system for all errors / questions with solutions for all proprietary technology

applications which resulted in 35% decrease in helpdesk call volume annually.

Managed a team of 20 who developed strategies to ensure effective deployment of proprietary technology.

Classic Cable Corporation, Chennai, India

May 2001 – Jan 2002

Marketing and Finance Manager

Primary liaison between product marketing and development, services, support, sales and finance

Developed new client base by networking and relationship management, analyzing credit worthiness, which

helped in achieving sales targets in excess of $12 million per annum.

SKILLS: Project management, MS Office, excellent PowerPoint and Excel skills, MapPoint, QuickBooks, SPSS, Adobe

Illustrator/Photoshop and survey software (i.e. Zoomerang, Survey Monkey, InsightExpress, GlobalPark and MarketSight)

EDUCATION:

M.B.A in Marketing, Fairleigh Dickinson University, Teaneck, NJ May 2007

M.A. in Accounting and Finance, Madras University, India May 2003

B.S. in Business, Loyola College, Madras University, India May 2001

HONORS:

Recipient of Fairleigh S. Dickinson International Scholarship Sep 2005 – May 2007

Winner of Who’s Who among students in American Universities and Colleges April 2007

A three part biography featured in North Jersey Newspaper on my academic and professional career. (06’-07’)

ASSOCIATIONS: Pan Asian Resource Council at AXA, Business Leaders of Tomorrow and Global Partners at FDU.

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