RESUME

Objective

Hardworking and motivated Finance Professional looking for opportunity to work in a good reputed company. Would like to share her rich experience and contribute towards a positive growth of a company.

Shalini Thapa

D 9/15 SF DLF Exclusive Floors

DLF Phase 5, Gurgaon

Email: adlwf1@r.postjobfree.com

Contact : +91-987*******/971-***-****

Experience

A)Dispute Analyst/Team member for American Express GDN Process – FIS Global Business Solutions India Ltd from Jul 2012 to Jun 2018.

FIS is the world’s largest global provider dedicated to banking and payments technologies, headquartered in Jacksonville, Florida, USA. FIS is ranked 426th on the Fortune 500, employs more than 39000 employees worldwide and holds leadership positions in payment processing and banking solutions, providing software, services and outsourcing of the technology that drives financial institutions.

My Key responsibilities included :

Credit Card operations.

Review and investigate disputed credit card transactions.

Collect exhaustive information and explore opportunities for recovery of dues in order to mitigate losses.

Compile and route reports capturing status of disputes and recoveries.

Work with dispute specialists to investigate fraud claims.

Respond to customer requests and problems related to credit card frauds and disputes claims.

Process write offs, credit memos and merchandise charge backs.

Management Information Systems.

Was also tasked with :

Managing Quality Audits for Teams

Communication and validation of internal feedbacks and audit

Sharing Management updates with team

Overall team management in absence of team leader

Training new hires and freshers in the team

Handling Real Time ERIS.

Current Achievements

●Spot award, April 2014 – for highest efficiency in CB Rev/ unbilled.

●Q3 award 2014

●Q1 award 2015

B) Senior Customer Care Representative for Fylrobe (India’s First Online Fashion Rental Application). From October 2018 to August 2019.

My Key responsibilities included :

Solving Customer queries through calls, mail and chat.

Review and investigate Customer disputes.

Actively monitor all of Fly-robe's social media channels and respond to queries

Redirect questions and issues to relevant internal teams and get it resolved within the required time frame.

Training the new joiners.

Reason to leave : The Company ceased its operations.

C) Senior Customer Care Representative for Bulbul.tv (Online shopping network). From September 2019 to January 2020.

My Key responsibilities included :

Solving Customer disputes on Social media platform like Play Store, Facebook and mails.

Resolving Customer Disputes on calls

Actively monitor all of Bulbul.tv's social media channels and respond to queries.

Redirect questions and issues to relevant internal teams and get it resolved within the required time frame.

Reason to leave : Got better opportunity and growth.

D) Assistant Manager (Operations) in S.G Mobility Services. From January 2020 to July 2020.

My Key responsibilities included :

Maintaining daily reports of the Operations team.

Looking after the Logistic team problems and communicating with the Vendors.

Maintaining CRM reports.

Reason to Leave: The company did not allow work from home during the pandemic.

E) Currently working as a Recruiter in Thought At Work from June 2020.

My Key responsibilities include :

Pulling out CV’s from the Employers site according to the JD provided by the client.

Negotiating between the client and the candidate regarding salary and joining.

Communicating between the client and the candidate from the interview till joining.

Bringing more clients for the company through social media.

Qualifications:

Srl No

Year

Exam

Institution

Board/ University

Percentage Marks

1

1997-1999

M Com

DAV College Dehradun

HNB University

55%

2

1994-1997

B Com

-do-

-do-

60%

3

1994

ISC

St Joseph’s Academy Dehradun

ISC

70%

4

1992

ICSE

Xth

St Joseph’s Academy Dehradun

60%

Strengths

●Enjoy solving problems and thrive off helping users (By far the most important qualities in me)

●Have excellent command over English & Hindi - written and spoken.

●Care deeply, genuinely, and passionately about customer support as a career.

●Am calm, patient and focus on the problem at hand and not the underlying emotions

●Possess the ability to explain solutions in an easy to understand, concise and pleasing language

●Am obsessed with getting to Inbox Zero

●Am self-driven, independent, kind and ego-less, have superior organizational skills, integrity, a great follow through on tasks and obsessed with details

●Usually don't get overwhelmed easily and don’t let stuff slip through the cracks.

Personal Details

Date of Birth : 01 Nov 1975

Husband’s Name : Mr Anil Thapa

Marital status : Married

Nationality : Indian

Languages Known : English, Hindi

Date :

Place : Gurgaon Shalini Thapa

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