Salesforce
AARNA BHATIA
CUSTOMER & CLIENT SERVICE PROFESSIONAL
Ghaziabad
Summary
Knowledgeable and dedicated finance professional with extensive experience in banking & communications industry. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
4
4
years of professional experience
3
3
years of post-secondary education
Work History
CUSTOMER EXPERIENCE SPECIALIST
BETTER MORTGAGE
11.2021 - 12.2022
- Utilized online chat and email platforms to deliver outstanding customer service.
- Collaborated with internal team members to resolve customer concerns and deliver enhanced customer experiences.
- Maintained extensive knowledge of company products to recommend items aligned with customer needs.
- Engaged in cross-selling and up-selling activities to enhance customers' experiences and generate revenue.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
PROCESS ADVISOR - MERCHANT SERVICES
BARCLAYS
07.2020 - 11.2021
- Helped merchants navigate choices between services with support for questions such as terms, pricing and availability.
- Interacted with problematic accounts, helping to build lasting rapport and boosting revenue opportunities.
- Conducted KYC formality reports on questionable accounts and transactions.
- Prepared high-risk reviews with results and recommendations for customer onboarding, closure and retention.
- Made decisions and recommendations about extending lines of credit.
- Offered internal support for audit, compliance and reporting activities.
- Corresponded with merchants to address questions or complaints about products, policies or shipping methods.
RESEARCH ASSISTANT - BFSI
ELETS
06.2019 - 03.2020
- Assisted account executives with strengthening client relationships through targeted solutions.
- Focused solutions on industry-specific workflow, client base and protocols, tailoring implementations to client needs.
- Cultivated customer loyalty, promoted repeat business, and improved sales.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Gained strong leadership skills by managing projects from start to finish.
- Coordinated schedules and timelines for events.
- Consulted with customers to determine objectives and requirements for events.
Education
BACHELORS - JOURNALISM & MASS COMMUNICATION
GURU GOBIND SINGH INDRAPRASTHA UNIVERSITY
08.2016 - 05.2019
Skills
Key stakeholder relationship building
Complaint resolution
CRM
Research methods
Credit risk
Financial and operational reporting
Account management
Research
Email campaigns
Commercial and consumer clients
High risk account reviews
Project Management
Software
Transact
Pega
Equifax
Vixen
Experian
SaaS
Timeline
CUSTOMER EXPERIENCE SPECIALIST
BETTER MORTGAGE
11.2021 - 12.2022
PROCESS ADVISOR - MERCHANT SERVICES
BARCLAYS
07.2020 - 11.2021
RESEARCH ASSISTANT - BFSI
ELETS
06.2019 - 03.2020
BACHELORS - JOURNALISM & MASS COMMUNICATION
GURU GOBIND SINGH INDRAPRASTHA UNIVERSITY
08.2016 - 05.2019