Heena
West Delhi
Summary
Dynamic professional with extensive experience at R1 RCM, excelling in B2B customer support and dispute resolution. Proven track record of enhancing customer satisfaction and mentoring teams. Skilled in data analytics and communication, adept at managing high-value accounts and driving compliance through meticulous documentation and problem-solving.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Senior Associate - Client Support & Quality
R1 RCM
Noida
10.2019 - 04.2025
- Collaborated with teams to support automated workflows.
- Guided customers professionally through process navigation and issue resolution.
- Mentored new team members on communication best practices.
- Investigated disputed transactions to determine validity and compliance with policies.
- Analyzed fraud patterns using data analytics tools and techniques.
- Documented findings and prepared reports for management review and action.
- Monitored account activity for suspicious behavior and potential fraud alerts.
Senior Executive - B2B Customer Support & Retention
IBS IT Services
India
01.2016 - 08.2016
- Managed B2B client portfolios and delivered tailored service.
- Resolved escalations and improved customer satisfaction by 25%.
- Coordinated with teams to meet service expectations.
- Served as primary contact for high-value accounts.
Education
Bachelor of Arts - Humanities
Janki Devi Memorial College
04-2023
BBA - Business Administration
Imperial Institute of Management
12-2019
Skills
- Customer Service (Voice & Email)
- Dispute Resolution
- CSAT Improvement
- Escalation Handling
- Documentation
- B2B Account Management
- CRM Tools
- RPA Support Basics
- MS Office
- Communication
- Empathy
- Problem Solving
Certification
- Data Analytics Job Simulation - Deloitte Australia
- Commercial Project Manager Job Simulation - Siemens Mobility
- Essentials Automation Certification - 2024
Accomplishments
- Recognized for calm, high-quality customer interactions.
- Managed complex U.S. client cases with strong satisfaction outcomes.
- Contributed to improvements in communication and service delivery.
Timeline
Senior Associate - Client Support & Quality
R1 RCM
10.2019 - 04.2025
Senior Executive - B2B Customer Support & Retention
IBS IT Services
01.2016 - 08.2016
Bachelor of Arts - Humanities
Janki Devi Memorial College
BBA - Business Administration
Imperial Institute of Management