Customer Service Management

DILPREET KAUR

E-Mail:acqe65@r.postjobfree.com ~ Contact: +91-995*******

Seeking assignments in Banking and Customer Service Operations with an organization of high repute

LocationPreference: Delhi NCR

SUMMARY

MBA in Operations Management from ICFAI University; with over 7 years experience in Banking and Customer Service Operations.

Last associated with American Express India Pvt. Ltd. as Lead Analyst.

Holds experience in managing general banking operations and resolving customer queries.

Adept at handling branch activities in co-ordination with various departments for smooth business operations.

Excellent understanding of the latest accounting and financial concepts and possesses the ability to deal with ambiguity and changing business requirements.

Ability to keep a level head at all times, nurture and grow a business, evaluate opportunities and risks and also deliver innovative new solutions to challenges.

Gained exposure in working with applications like citrix, IVu, CBC INNOVIS- getting US cardmembers Credit bureau reports, Triumph, Legacy and SSP.

Proficient at building productive relationship, resolve complex issues and win customer loyalty; committed towards increasing revenue, maximizing performance and providing the highest levels of customer service.

An effective communicator with excellent relationship building & interpersonal skills; strong analytical, team leadership, problem solving & organizational abilities.

AREA OF EXPOSURE

Banking Operations

Business Development

Client Relationship Management

Training and Development

Bank Reconciliation

General Administration

Employee Engagement

Team Management

ORGANIZATION SCAN

Dec’07- Apr’15 with American Express India Pvt. Ltd. as Lead Analyst

Growth path-

Dec’07- May’10 Reconciliation Analyst

June’10- Feb’11 Senior Reconciliation Analyst

Mar’11- Apr’12 Master Reconciliation Analyst

May’12- Apr’15 as Lead Analyst

Key Roles-

Investigating and researching customer billing inquires through various channels and resolving them to customer satisfaction.

Communicating with customer via letters and Emails to provide appropriate resolution and maintaining the Quality and level of service provided to the customer.

Acting as a sole point of contact for the Manual Linkage Review; linking and de-linking accounts based on the account demographics.

Processing demographic data corrections on the accounts and managing the workflow for the team.

Correcting payments, which were credited improperly, providing documentation to support internally (non-merchant) billed charges such as Membership Fees and finance charges, route disputes to their proper industry or department, communicate with Card-members via letters.

Handling US based American Express card member billing and performing inquiries due to AMEX and non-AMEX errors.

Mentoring and providing trainings for new resources into the organization.

Responsible for Misposts, Encoding errors, Balance Transfer errors, Claims Paid adjustments, Reconciliation of accounts, etc.

Issuing refunds on corporate card accounts and managing assignment of cases received through excel sheet.

Following up with MADs for the instructions of the corporation and case closure and checking Credit Balance Special Investigation team regarding checks issued.

Responsible for verification and processing of credit balance transfer, credit balance refund requests through Standard Operating procedures for US Card members.

Actively leading groups and teams that advanced the interests and business needs of the Resource Registration and Performance Auditing group.

Developing and preparing detailed artifacts such as business procedures.

Identifying efficiencies and improvements in processes, procedures, systems and governing language.

Developing, testing, implementing, and ensuring a successful transition to new and revised business systems and processes.

Preparing presentations, position papers and memoranda.

Reviewing and testing the performance of supply resources.

Administering everyday operations for organization and providing support to all operations projects.

Providing general administrative support to the Office Manager.

SIGNIFICANT HIGHLIGHTS

Received the following-

Certificate(s) for Highest TBASS and RTF.

Various Reward Blue appreciations from MLR process owner in Phoenix.

Certificates for T-Bass on monthly as well as Quarterly basis within the process.

Instrumental in stabilizing MLR process in India and won Multiple Cash blue rewards and appreciations from the process owner In Phoenix.

Outstanding results of 100% accuracy for MLR and 100% accuracy for data correction since its inception.

SCHOLASTICS

2012 MBA in Operations Management from ICFAI University

2005 Bachelor of Commerce fromDelhi University

IT SKILLS

Well versed with MS Office, Windows and Internet Applications

PERSONAL SNIPPETS

Date of Birth :6th February 1986

Address : WZ-471/A 2nd Floor, MS Block, Hari Nagar, New Delhi

Languages known : English, Hindi and Punjabi

Contact this candidate