Aashu Dubey
Bangalore
Summary
Dynamic Platform Solution Analyst at Goldman Sachs with a proven track record in enhancing customer satisfaction through effective communication and tailored product recommendations. Expert in chargeback resolution and performance tracking, consistently achieving targets while coaching agents to elevate service quality and engagement. Passionate about delivering exceptional client experiences.
Overview
1
1
year of professional experience
Work History
Platform Solution Analyst
Goldman sachs
Bangalore
11.2024 - Current
- Managed a high volume of customer interactions, consistently delivering extraordinary service in a fast-paced, structured environment.
- Consulted with card members to understand needs and tailored personalised solutions, reinforcing the benefits of card membership, and acknowledging tenure.
- Improved CSAT% through data analysis, identifying key experience drivers, and implementing corrective actions.
- Enhanced first point of contact resolution by proactively using tools and resources to anticipate customer needs and provide customised solutions.
- Provided value-based recommendations, including relevant product offers and benefit enrollments, strengthening customer loyalty and engagement.
- Resolved customer inquiries related to statements, card replacement, payments, rewards redemption, and account updates with high accuracy and compliance.
- Supported chargeback investigations (fraud & non-fraud), including representment, pre-arbitration, and arbitration using Mastercom, improving resolution efficiency.
- Coached frontline agents, elevating overall service quality, compliance adherence, and customer engagement.
- Consistently achieved performance targets across quality, productivity, and customer metrics.
Education
MBA - Accounting And Finance
IFIM College
Bangalore09-2024
B.com(hons) - Accounting And Finance
Lucknow University
Lucknow08-2022
Skills
- Customer relationship management
- Effective communication
- Chargeback resolution
- Performance tracking
- Product recommendations
- Client consultation
- Pega
- Verint
- Lexis Nexis
- Mastercom Guidelines
- AML
- KYC
Timeline
Platform Solution Analyst
Goldman sachs
11.2024 - Current
MBA - Accounting And Finance
IFIM College
B.com(hons) - Accounting And Finance
Lucknow University