Angesh Pandey
Customer Service
MUMBAI,MH
Overview
13
13
years of professional experience
Work History
Disputes Specialist
Maersk Global Service Center India Pvt Ltd
05.2018 - Current
- Used sound judgment and available resources to make well-informed decisions for case approval or denial.
- Kept up to date on industry information, system changes, network rules and compliance issues.
- Interacted with law enforcement agencies, merchants and persons of interest to obtain and review dispute information.
- Analyzed, researched and resolved payment claims within required timeframes.
- Adhered to department processes, procedures and goal expectations for case investigations.
- Built trust among customers through consistent and transparent communication during the dispute resolution process.
- Improved customer satisfaction by providing prompt responses and effective resolutions to dispute cases.
- Collaborated with cross-functional teams for successful resolution of complex dispute scenarios.
- Reduced chargeback rates by proactively addressing potential issues before they escalated into formal disputes.
- Maintained accurate records of all disputes, ensuring proper documentation was in place for future reference or audits.
- Supported management initiatives aimed at reducing overall dispute volumes through targeted interventions and policy adjustments.
- Conducted root cause analysis on recurring disputes to identify opportunities for prevention or mitigation of future occurrences.
- Resolved disputes efficiently by conducting thorough investigations and applying appropriate resolution strategies.
- Contributed to departmental goals by meeting or exceeding key performance indicators related to dispute resolution and customer satisfaction.
- Enhanced department efficiency by sharing knowledge and assisting colleagues with challenging cases as needed.
- Implemented process improvements that streamlined workflows, resulting in faster resolution times for customers.
- Identified trends in disputes and communicated insights to management, prompting proactive measures to prevent future issues.
- Negotiated settlements with clients to achieve mutually beneficial outcomes while maintaining company interests.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
- Optimized organizational systems for payment collections, AP/AR, deposits, and recordkeeping.
Customer Service Executive
Maersk Global Service Center India Pvt Ltd
05.2014 - 05.2018
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Contributed towards improving overall customer feedback scores by consistently delivering high-quality service experiences.
- Provided company information and policies to customers upon inquiry and answered questions via phone, email, or online chat.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
- Implemented and developed customer service training processes.
- Trained new personnel regarding company operations, policies and services.
- Increased efficiency and team productivity by promoting operational best practices.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Trained staff on operating procedures and company services.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
Loan Modification Underwriter
Ocwen Financial Solutions Pvt Ltd
12.2011 - 05.2014
Education
Bachelor Of Management Studies - Finance
Shankar Narayan College
Mumbai07.2011
Skills
Bookkeeping
Database administration
Scheduling
Staff Management
Problem-Solving
Decision-Making
Teamwork and Collaboration
Planning and Coordination
Organization and Time Management
Self-Motivated
Flexible and Adaptable
Active Listening
Teambuilding
Critical Thinking
Attention to Detail
Analytical and Critical Thinking
Timeline
Disputes Specialist
Maersk Global Service Center India Pvt Ltd
05.2018 - Current
Customer Service Executive
Maersk Global Service Center India Pvt Ltd
05.2014 - 05.2018
Loan Modification Underwriter
Ocwen Financial Solutions Pvt Ltd
12.2011 - 05.2014
Bachelor Of Management Studies - Finance
Shankar Narayan College