Apr 2024 – Apr 2025 · 1 yr · Hybrid

• Maintained high processing accuracy while handling a large volume of insurance cases.
• Consistently met or exceeded SLA and turnaround time targets.
• Contributed to process improvements that increased operational efficiency.
• Recognized for strong attention to detail and quality compliance.
• Supported teams in reducing backlog and improving customer service response times.

Sep 2022 – Mar 2024 · 1 yr 6 mos · Gurugram, Haryana, India · Remote

• (Payments associate), Sept 2022 –March 2024
• Joined Airbnb capability center as a R1 Specialist profile wherein my role involved me to interact with Airbnb’s guest and host with their queries related to hotel bookings, nightly stay charges, refund and payouts related queries.
• Later on, this particular process was move to other organization and the whole team was moves to different departments and thus I was moved to their Payments department.
• In Payments team, I was looking after refunds and payouts for Airbnb’s guests and hosts.
• I also used to do work allocation for teammates.
• My role required me to coordinate with the payments processor like Payoneer, Envoy, Adyen etc to investigate a missing refund or payouts for guest and hosts.

Sep 2019 – Sep 2022 · 3 yrs · Gurugram, Haryana, India · On-site

• Service Request Coordinator (September 2019 to September 2022)
•  I have worked in 2 different Campaigns(Application Support Desk & BT Redianz)
• Application Support Desk
• In ASD, I was providing tools and application related support for Openreach stakeholders
• I was coordinating with different departments, queue owners to resolve the application issues.
• I was supporting my team members if they have any queries.
• I used to raise manual fault on the behalf of CP.
• I used to coordinate with different departments, queue owners and Engineers to resolve the fault on PSTN orders.
• I did work allocation for Tails team.
• I resolved Tails team queries.
• I was part of Openreach SD side Engagers Team.

May 2018 – Aug 2019 · 1 yr 3 mos · Gurugram, Haryana, India · On-site

• Joined American Express as a Fraud analyst profile wherein my role involved me to verify new credit card application through various methods like LMS tools, card applications analysis etc to ensure that a genuine application was received and not a fraudulent request.
• My responsibility was to ensure that the applications did not involve any fraudulent activity by calling and emailing the applicants and verifying their identity through various methods.
• Managed and monitored existing accounts to eliminate fraudulent activity and improvement in performance.
• Helped Junior Account Analysts to perform mock calls to improve performance.
• Provided periodic performance reports to other team members.

Jul 2014 – Apr 2018 · 3 yrs 9 mos · Noida, Uttar Pradesh, India · On-site

• Worked as a process advisor wherein I used to help customers with their credit card related queries over the phone
• Helped customer with queries related to card statements, balance inquiry, balance transfer, adding additional users on the card, Lost and stolen related queries, etc.
• Later on based on my good performance I was moved to applications team wherein I started to handle more responsibilities like I also started to take new credit card applications for Barclay-cards over the phone.
• Helped customers to apply their credit card applications over the phone as well as online
• Ensured - daily, weekly & monthly targets were met.