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
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
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