Apr 2018 – Aug 2022 · 4 yrs 4 mos · Gurugram, Haryana, India · On-site

• Project: Travel Resolutions
• Provided exceptional customer service via phone calls and emails, addressing customer queries and issues
• related to travel bookings.
• Ensured timely solutions to customer inquiries, including last-minute cancellations, rebooking, rescheduling, and amenities issues, enhancing customer satisfaction.
• Coached and supervised team members, ensuring alignment with company policies and directions.
• Conducted performance evaluations and provided coaching for improvement.
• Addressed and resolved customer complaints, ensuring high levels of customer satisfaction and retention.
• Led the team and acted as the first point of contact for support and requirements, facilitating smooth
• operations.
• Project: Payment Compliance Investigations
• Conducted enhanced due diligence on existing clients, ensuring compliance with internal policies and regulatory requirements.
• Performed sanctions searches to identify Politically Exposed Persons (PEP) and high-risk transactions.
• Ensured compliance with regulatory requirements for case closure and filing, maintaining integrity in compliance operations.

May 2016 – Apr 2018 · 1 yr 11 mos · Gurugram, Haryana, India · On-site

• Processed payments, balance transfers, account updates and other transactions accurately and efficiently.
• Investigated suspected fraudulent activities and reported suspicious activity to the appropriate departments.
• Educated customers about their rights with regard to billing disputes and fraud protection services.
• Resolved escalated customer issues in a timely manner while maintaining positive relationships with customers.
• Maintained up-to-date knowledge of applicable rules, regulations, policies and procedures related to credit cards.
• Developed strategies for improving customer satisfaction ratings and reducing overall call times.
• Developed various fraud prevention strategies, including creating new internal policies and procedures.
• Implemented anti-fraud measures such as identity verification protocols and real-time alerts on high-risk transactions.
• Evaluated customer requests for changes in account status based on established criteria to determine if they are legitimate or potentially fraudulent.

Apr 2011 – Oct 2015 · 4 yrs 6 mos · Hyderabad, Pune · On-site

• AT&T-Uverse (AMDOCS CRM):
• · Managed AT&T order management center CRM, handling orders for customers porting from different
• telecom service providers to AT&T.
• · Conducted training, work allocation, mentoring, and auditing for the team.
• · Handled outbound calling, smart chat process, and escalations via email and portal.
• · Provided reporting and status updates based on criticality.
• Salesforce.com Support Portfolio: CRM: Salesforce
• · Administered and monitored the company's Salesforce CRM application.
• · Created workflows for automated lead routing, escalation, and email alerts.
• · Gathered customer requirements and conducted gap analysis for Salesforce implementation.
• · Developed and customized Salesforce application based on user needs.
• · Customized field and page layout for standard objects.
• · Migrated data from SQL Server database to Salesforce.
• · Created reports and dashboards as per customer requirements.
• · Worked on validation rules, triggers, and page layouts.
• · Assisted customers in fixing reports and dashboards.
• · Troubleshot Process Builder and Visual Workflow errors.
• · Assisted in Salesforce1 App setup and integration implementation.

Jul 2007 – Jan 2011 · 3 yrs 6 mos · Hyderabad, Telangana, India · On-site

• Trained staff on mortgage insurance and other processes.
• Conducted audits to ensure compliance with procedures and provided feedback to improve quality.
• Coordinated teams and performance measurement activities.
• Handled customer queries regarding mortgage and personal loans, payment assistance, and collections
• on delinquent accounts.
• Provided guidance and assistance to customer service representatives.