Chetna Monga
Birmingham
Summary
Dedicated professional with expertise in customer service and query resolution, specialising in inbound support and complaint handling. Proficient in financial operations with a strong awareness of risk and compliance. Skilled in Microsoft Office and digital systems, adept at multi-system navigation, and effective in stakeholder collaboration. Excellent communication and active listening abilities complement problem-solving skills and adaptability. Committed to leveraging these competencies to enhance operational efficiency and customer satisfaction.
Overview
3
3
years of professional experience
Work history
Crew Member
Five Guys
Birmingham
2026.04 - Current
- Facilitated over 100 customer interactions per shift in a busy setting, supporting prompt service delivery and efficient order processing.
- Assisted in resolving customer queries and complaints immediately, ensuring customer satisfaction and positive service experiences.
- Monitored order accuracy consistently above 95% while managing multiple tasks and systems in a dynamic environment.
Front of house team member
Belleza Rodizio
Birmingham
2025.09 - 2025.12
- Delivered high-quality customer service reflected in positive guest feedback, by creating personalised dining experiences in a fast-paced environment.
- Resolved customer complaints effectively as measured by improved satisfaction, by responding promptly and professionally to service issues.
- Managed high-volume customer interactions ensuring smooth service flow, by multitasking across orders, payments, and guest requests.
Business Development and Analytics Intern
RoundCheck
Birmingham
2025.10 - 2025.12
- Analysed large customer and sales datasets, generating actionable insights to support data-driven business decisions.
- Built interactive Power BI dashboards and Excel reports, improving KPI visibility and reporting efficiency for stakeholders.
Customer service & operations analyst
NatWest Group
New delhi
2023.10 - 2024.11
- Handled 50+ inbound customer queries daily, achieving timely customer query resolution in a regulated financial services environment.
- Delivered 100% compliance with risk and regulatory standards, by processing mortgage cases accurately using multiple digital systems and back-office tools.
- Resolved customer complaints and complex queries by collaborating with 5+ stakeholders across operations and risk teams, improving overall customer experience.
- Reduced case turnaround time by 15–20%, by improving workflows and ensuring efficient handling of high-volume service requests in a fast-paced environment.
Education
Master of Science - Business Analytics
Aston University
Birmingham 01/2025 - 01/2026
Bachelor of Business Administration - Business
GGSIPU
New Delhi 08/2020 - 07/2023
Skills
- Customer service and query resolution
- Inbound support
- Complaint handling
- Financial operations
- Risk and compliance awareness
- Microsoft Office and digital systems
- Multi-system navigation
- Stakeholder collaboration
- Communication and active listening
- Problem-solving and adaptability
Timeline
Crew Member
Five Guys
2026.04 - Current
Business Development and Analytics Intern
RoundCheck
2025.10 - 2025.12
Front of house team member
Belleza Rodizio
2025.09 - 2025.12
Customer service & operations analyst
NatWest Group
2023.10 - 2024.11
Master of Science - Business Analytics
Aston University
01/2025 - 01/2026
Bachelor of Business Administration - Business
GGSIPU
08/2020 - 07/2023