Deepika Johnson
Mumbai
Summary
Dynamic professional with a proven track record at Maersk, excelling in dispute resolution and client retention strategies. Expert in fraud prevention and process improvement, I successfully reduced disputes by 45%, enhancing customer satisfaction. Adept at cross-departmental collaboration and team leadership, I thrive on driving impactful transformations.
Overview
13
13
years of professional experience
Work History
Dispute & Fraud Prevention Senior Analyst
Arc & Codementor
Mumbai
10.2021 - Current
- Successfully increased the company's Fraudulent Chargeback Dispute Winning Ratio by using various approaches such as researching Visa and Mastercard documentation to gain a comprehensive understanding of chargeback processes, developing customised dispute resolution templates tailored for various scenarios and implementing these templates effectively in dispute cases, resulting in a significant increase in the company's success rate.
- Proactively reduced disputes and enhanced security by mitigating high levels of fraudulent chargebacks by implementing the 3D Secure (3DS) system, effectively reducing the number of fraudulent transactions and addressing root causes of disputes, resulting in a decrease in overall dispute volume, leading to improved operational efficiency and customer satisfaction.
- Enhanced team efficiency and user experience by introducing data-driven policy changes to the team to reduce the number of support tickets, collaborating with the product team by providing valuable insights and feedback based on data analysis to drive product improvements and delivering a project aimed at educating users about the platform's features and functionalities, ensuring a smoother user experience.
- Improved user engagement and comprehension through enhanced website usability by incorporating video demonstrations on complex topics, visual aids and tutorials, making it easier for clients to understand and navigate the platform.
- Streamlined user interaction and vendor relations by implementing measures to prevent users from bypassing the platform to contact vendors directly, ensuring a consistent and controlled user experience, promoting efficient communication channels, and maintaining the platform's integrity while enhancing vendor relationships.
- Analyzed operational data to identify process inefficiencies and recommend improvements.
- Coordinated cross-departmental communication to streamline workflow and enhance collaboration.
- Developed training materials for new employees to ensure consistent operational practices.
- Resolved technical issues by troubleshooting system errors and providing timely support.
- Facilitated meetings to gather input and align team goals with organizational objectives.
- Documented standard operating procedures to maintain clarity and consistency across operations.
Client dispute manager
Maersk
Mumbai
01.2019 - 01.2021
- Responsible for driving end-to-end dispute resolution and funds recovery with clients such as Zara, Next Plc, Matalan, etc., while ensuring overall customer satisfaction.
- Slashed disputes by 45% by investigating the triggers and root causes and implementing remedies in contracts and associated rate sheets.
- Delivered 100% recovery in funds from clients on rejected disputes by persuading and demonstrating the reasons, e.g. contracts, etc., behind the rejections.
- Led initiatives on improving dispute resolutions, including translating the initiatives into a well-structured agile programme(s), reducing average resolution days from 7 to 3.5.
- Collaborated with sales teams in driving cross-selling strategies by channelling positive relationships with clients.
- Spearheaded training of colleagues on dispute processes and handling customer queries. I also introduced ways to correlate training effectiveness with turnaround times and resolutions.
- Maersk is a Danish integrated shipping company active in ocean and inland freight transportation and associated services, such as supply chain management and port operation. Maersk has been the largest container shipping line and vessel operator in the world since 1996
Head of partner experience
Smartpaddle Technology Pvt. Ltd (Bizongo)
Mumbai
01.2018 - 01.2019
- Responsible for strategising, planning and delivering a transformation roadmap to realise Bizongo's vision of "customers for life."
- Identified the challenges facing the organisation, defined the strategy to address these, built the team from the ground up, drafted policies and defined and monitored KPIs to track the evolution of the strategy implementation.
- Pitched and implemented the strategy, centred on continuous product improvements that created a virtuous circle of preferred partner success, commission gains and customer satisfaction.
- Designed, communicated, maintained, and continually optimised vendor onboarding onto the Bizongo platform, driving adoption from 12% to 96% within three months that ultimately yielded an excellent and brand-appropriate customer experience.
- Led and mentored a team of 8 hugely experienced and results-oriented client success managers, providing them with the means to grow and learn as individuals.
- Bizongo, India's largest B2B platform for made-to-order goods, focuses on solving design, development, and procurement challenges for made-to-order products with a technology-enabled platform.
Senior client success manager
Smartpaddle Technology Pvt. Ltd (Bizongo)
Mumbai
01.2015 - 01.2018
- Responsible for overseeing the transition of clients from sales prospects to active, engaged, and long-term clients through effective client engagement and partnership.
- Led engagement with internal product managers to incorporate client requirements into product enhancements and prioritise enhancements that required the least effort and delivered the highest benefits.
- Collaborated with senior leadership and sales team to develop 360-degree retention strategies centring on product, experience and in-life marketing, resulting in 56% (from 20%) improvement in client retention.
- Created key performance metrics to measure client experience and capture behaviour. Analysed the results and developed cross-departmental recommendations that were then implemented by the sales team.
- Drafted and operationalised standard operating procedures (SOP), service level agreements (SLA), turnaround time (TAT) and customer satisfaction scores (C-SAT), allowing us to benchmark our performance and identify areas of improvements.
- Bizongo, India's largest B2B platform for made-to-order goods, focuses on solving design, development, and procurement challenges for made-to-order products with a technology-enabled platform.
Relationship manager
HDFC Bank Limited
Mumbai
01.2014 - 01.2015
- The sales-driven role focused on high net worth/income (HNI) customers, responsible for sales growth and profitability through tailoring financial products such as insurance, credits, loans, etc, to the needs of the HNI customer.
- Generated own leads through networking, prospecting, and developing strategic referral relationships with high-net-worth individuals and businesses, building the prospect database from 100 to 400 individuals and businesses.
- Oversaw a portfolio of circa 80 business clients, ensuring continuous positive engagement.
- Developed and expanded existing customer sales by tailoring supplementary product propositions to customer needs, resulting in a 28% increase in annual sales.
- HDFC Bank Limited is an Indian banking and financial services company headquartered in Mumbai, Maharashtra. HDFC Bank is India's largest private sector bank by assets and by market capitalisation as of April 2021.
Customer service specialist
HSBC Bank UK
Southampton
01.2013 - 01.2014
- Responsible for resolving customer queries, recommending solutions, and guiding customers through their existing insurance plans with the bank and associated claims.
- Handled customer calls despite the degree of difficulty in a courteous and business-like fashion, outperforming all departmental goals, e.g. average hold time, calls per day and average call waiting.
- Demonstrated expertise in HSBC's insurance products and claims procedures, enabling compassionate and supportive interactions with customers claiming insurance resulting from the death of a family member.
- Improved overall team efficiency by contributing ideas towards process and product improvements.
- HSBC Bank plc is a British multinational banking and financial services organisation.
Education
Master's - Banking and Finance
Bangor University
UK01.2011
Bachelor of Engineering - Computer Science
Visvesvaraya Technological University
India01.2009
Skills
- Enterprise-wide transformations
- Dispute resolution
- Fraud prevention
- Vendor management
- Process improvement
- Data analysis
- Customer relationship management
- Cross-departmental collaboration
- Training development
- Agile methodology
- Effective communication
- Problem solving
- Team leadership
- Drafting and operationalising companywide policies and procedures
- Client retention strategies
- Partner management solutions
- Influencing leadership
- Leading cross-functional teams
Websites
Awards
- 2020, Going the extra mile award for taking ownership of dispute resolution at Maersk
- 2019, Best employee for Leadership in Bizongo
- 2016, Best employee for Collaboration in Bizongo
- 2017, Best employee for Collaboration in Bizongo
- 2015, Top Performing Relationship Manager in HDFC Bank
Interests And Passions
- An avid cook specialising in north Indian, Mexican and Italian cuisines, routinely hosting (pre-Covid) themed dinners.
- Trained Bharatanatyam dancer with a keen passion for dancing.
Languages
English
Native
Native
Hindi
Proficient (C2)
C2
Timeline
Dispute & Fraud Prevention Senior Analyst
Arc & Codementor
10.2021 - Current
Client dispute manager
Maersk
01.2019 - 01.2021
Head of partner experience
Smartpaddle Technology Pvt. Ltd (Bizongo)
01.2018 - 01.2019
Senior client success manager
Smartpaddle Technology Pvt. Ltd (Bizongo)
01.2015 - 01.2018
Relationship manager
HDFC Bank Limited
01.2014 - 01.2015
Customer service specialist
HSBC Bank UK
01.2013 - 01.2014
Master's - Banking and Finance
Bangor University
Bachelor of Engineering - Computer Science
Visvesvaraya Technological University