Geeta Verma
New Delhi
Summary
Accommodating Customer Support Specialist with documented history of exceeding customer and patron expectations. Calm and composed in stressful situations with successful record of reducing customer dissatisfaction through acknowledgment, decisive communication and focused solutions. Expert at finding win-win solutions.
Overview
11
11
years of professional experience
Work History
B2B AR Executive
Denave India Pvt. Ltd
03.2023 - 10.2023
- Worked with B2B Accounts Receivable Team, managing portfolios and handling past due payments
- Collaborated with unit managers and clients to resolve disputes in a timely manner
- Managed waiver/refund as per policy and provided extra support for special occasions.
Google Ads Expert
Accenture
06.2022 - 03.2023
- Managed all aspects of Google Ad campaigns, including creation, optimization, and analysis
- Optimized ad campaigns to increase return on investment (ROI).
B2B Sales
Concentrix
08.2020 - 06.2022
- Exceeded annual revenue targets by 20%, consistently closing high-value B2B deals within a competitive market
- Successfully managed key accounts, resulting in a 30% increase in client retention and a 25% expansion in upsell opportunities
- Navigated complex B2B sales cycles, collaborating with cross-functional teams to address client needs and deliver customized solutions
- Implemented targeted marketing strategies, resulting in a 15% growth in the B2B customer base within the first quarter.
Better Mortgage
BMTG
10.2019 - 02.2020
- Communicated with title vendors and reviewed/validated collateral documents
- Reviewed documents like 1003 form, Appraisal Report, Income report, and Credit report.
Fraud Analyst
Royal Bank of Scotland
Gurugram, Haryana
12.2015 - 08.2019
- Being a Credit Card Fraud Analyst, played a crucial role in safeguarding financial institutions, merchants, and cardholders from fraudulent activities related to credit card transactions
- Monitored UK bank accounts, financial transactions, and analyzed data to identify potential fraudulent activity
- Played a critical role in protecting banks from financial losses due to fraudulent activities
- Prepared and delivered reports on fraud trends, incidents, and prevention strategies to management and relevant stakeholders
- Communicating with customers to verify transactions, provide information on suspected fraud, and guide them on security best practices
- Staying informed about the latest fraud trends and constantly adapting strategies to counter new and evolving fraud techniques
- Monitored and reviewed alerts generated by fraud detection systems and taking appropriate actions based on the findings
- Ensuring compliance with industry regulations and standards related to fraud prevention and security
- Contributing to the continuous improvement of fraud detection systems and processes to stay ahead of emerging threats.
UK Car Insurance
Admiral Solutions
01.2014 - 01.2015
- Provided financial protection and coverage in the event of accidents, theft, or other unforeseen incidents involving a vehicle
- Car insurance is a legal requirement in the United Kingdom, and it serves several key purposes: Legal Compliance, Financial Protection, Third-Party Liability Coverage, Comprehensive Coverage, Medical Expenses, Uninsured Driver Protection, Personal Injury Protection (PIP) and Legal Assistance.
B2B Sales
Barclays
01.2013 - 01.2014
- Understood the financial services industry, including banking, investment, and business finance
- Stayed updated on Barclays' products, services, and any industry regulations affecting their clients
- Had a deep understanding of Barclays' suite of products and services relevant to businesses
- Was able to articulate how Barclays' offerings can address the unique financial needs of B2B clients
- Demonstrated strong problem-solving skills to address financial challenges faced by B2B clients
- Proposed innovative solutions that align with Barclays' capabilities
- Navigated negotiations effectively, ensuring a mutually beneficial outcome for both Barclays and the client
- Understood the client's needs and pain points to find common ground.
Education
B.Tech in CS -
GBTU
01.2011
12th- Intermediate -
01.2005
10th- High School -
01.2003
Skills
- Telephone and email etiquette
- Effective Communication
- Verbal and written communication
- Regulatory knowledge
- Activity monitoring
- Employee Mentoring
- Correspondence Writing
- Group Facilitation
- Public Speaking
- Planning And Coordination
- Project Coordination
- Client Engagement
- Leadership Strength
- Remote Learning
- Customer Assistance
- Course Preparation
Disability
Yes (Locomotive)
Key Skills And Recognitions
Salesforce, CRM, Live Engage, Secure Messaging, Sales Connect, Saas Fraud Management, Open Source Intelligent Tool(OSINT), Awarded Certificate for Outstanding Performance: Recognition for consistently exceeding performance expectations in identifying and preventing fraudulent activities., Client Appreciation Awards: Received awards or acknowledgments from clients for exceptional work in protecting their financial interests and maintaining a secure environment., Recognition for Significant Case Resolutions: Acknowledgment for successfully resolving high-profile or particularly challenging fraud cases. Contributions to Process Improvement: Recognition for contributions to process improvement initiatives that enhanced the efficiency and effectiveness of fraud detection systems.
Personal Information
- Father's Name: Sahab Singh Verma
- Date of Birth: 05/09/1987
- Nationality: Indian
- Marital Status: Single
Languages
- Hindi
- English
Timeline
B2B AR Executive
Denave India Pvt. Ltd
03.2023 - 10.2023
Google Ads Expert
Accenture
06.2022 - 03.2023
B2B Sales
Concentrix
08.2020 - 06.2022
Better Mortgage
BMTG
10.2019 - 02.2020
Fraud Analyst
Royal Bank of Scotland
12.2015 - 08.2019
UK Car Insurance
Admiral Solutions
01.2014 - 01.2015
B2B Sales
Barclays
01.2013 - 01.2014
B.Tech in CS -
GBTU
12th- Intermediate -
10th- High School -
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