Sep 2023 – Nov 2024 · 1 yr 2 mos · Noida, Uttar Pradesh, India · Hybrid

• Researched, wrote, and edited content for various mediums, including blogs, white papers, case studies, eBooks, LinkedIn articles, social media posts, marketing newsletters, emails, and collaterals.
• Managed monthly content calendar.
• Collaborated with internal teams to understand the company's voice, tone, and messaging, ensuring the creation of content aligned with the brand.
• Conducted research and stayed up to date with industry trends to ensure content was accurate, relevant, and timely.
• Optimized content for SEO and ensured all content was error-free, grammatically correct, and adhered to the company's brand guidelines.
• Worked with internal stakeholders to ensure content met their requirements while providing guidance and support for content-related initiatives.

Aug 2022 – Sep 2023 · 1 yr 1 mo · Noida, Uttar Pradesh, India · On-site

• Analyzed market data to inform strategic decisions.
• Researched industry-related topics (combining online sources, interviews, and studies) and have written clear technical / non-technical website content, blogs, articles to best promote product / services for well-known brands like Furo Sports by Red Chief, Gabicci, Avigna, Infraguard, Herbslyf.
• Have written engaging and successful press releases for well-known brands to control information and public opinion.
• Managed monthly content calendar.
• Identified client's needs and gaps in content and recommend remediation as appropriate.
• Oversaw social media presence and aligned posts to include branding and trending ideas.
• Prepare well-structured drafts using Content Management Systems, proofread and
• publish as appropriate.
• Coordinated with marketing and design teams to illustrate articles to ensure consistency.
• Conducted simple keyword research and use SEO guidelines to increase web traffic.

Mar 2021 – Feb 2022 · 11 mos · Gurugram, Haryana, India · Remote

• Written monthly Team Newsletters with reference to Team Performance, Key Highlights, KPI and data trends.
• Prepared Executive Summary Report for complex cases with reference to case details, disposition comments, lessons learnt etc.
• Managed Customer Onboarding and performed KYC checks including disposition of adverse media, ruling out false positive alerts, sanctions screening etc.
• Prepared, maintained & periodically refreshed Standard Operating Procedures (SOPs) & Business Macros for Account Support Team - Novo Risk Department (NRD).

Dec 2018 – Jan 2021 · 2 yrs 1 mo · Gurgaon, India · On-site

• Collaborated with marketing team to develop targeted email campaigns that increased subscriber base.
• Edited and proofread all written materials, maintaining a high standard of grammar and style consistency.
• Managed team of Customer Experience analysts to ensure all customer queries are responded in timely and accurate manner.

Mar 2016 – Jun 2018 · 2 yrs 3 mos · Gurgaon, India · On-site

• Facilitated and implemented settlement agreements by proposing resolutions and supporting effective decision-making for involved parties.
• Managed quality assurance program, including on-site evaluations, internal audits, and customer surveys.
• Authored monthly newsletter for the Disputes team with reference to KPI, Team Performance, Key Highlights, Open Risks etc.
• Authored and periodically refreshed Process Documents with reference but not limited to process updates, Banking, and regulatory updates etc.
• Key Project(s):
• NRC Remediation Project (Jun’17 - Dec’17):
• Background: Due to regulatory policy changes coming in effect from September 2016 for “Not received claim dispute type” which were not aligned with merchant team, which had led to a sudden rise in 2P inventory and high call volume from merchant. 7 top merchants had proactively approached American Express and raised the concern. Various partners and stake holders took a decision to remediate Merchant Chargebacks in US Disputes.
• Role: Analyzed merchant documents in resolved cases which were set up under “Not received claim dispute type”. Basis merchant documents which were as per the updated policy, issued credits to merchant account as incorrect Chargebacks were processed in the original dispute case. In case, documents were not as per the updated policy, Chargebacks sustained.

Oct 2014 – Jan 2016 · 1 yr 3 mos · New Delhi · On-site

• - Handled Emails from US School Districts which had approved SYSCOM as SES provider under NCLB law and managing Contracts, LoAs and ISAs.

Jun 2013 – Aug 2014 · 1 yr 2 mos · New Delhi Area, India · On-site

• Was accountable for maintaining client(s) database, interested in UK Payee Tax Reclaims.
• Interacted with clients to understand their needs and sending emails about services offered.