Summary
Overview
Work History
Education
Skills
Languages
Technical Tools
Certifications And Additional Skills
Timeline
Generic

JENNIFFER NOREAN DUTT

Lucknow

Summary

Merchant Support Specialist with 3+ years of experience in logistics, claims processing, and customer service. Proven ability to manage merchant claims, file shipping carrier reimbursements, and maintain high service standards through accurate documentation and empathetic communication. Skilled in managing ticket queues, resolving refund disputes, and ensuring KPI targets are consistently met.

Overview

6
6
years of professional experience

Work History

Merchant Care Specialist & Refund Team Lead

ShipBob
Lucknow
03.2022 - Current
  • Provided end-to-end merchant support on the ShipBob platform, including onboarding, inventory, fulfillment, and shipping claims.
  • Filed claims with major shipping carriers (UPS, FedEx, DHL, USPS) on behalf of merchants, tracked resolution timelines, and applied reimbursements.
  • Managed refund escalations, validated merchant eligibility for credits, and processed adjustments through internal billing systems.
  • Maintained accurate documentation of all claim interactions to ensure compliance and avoid duplication.
  • Acted as liaison between operations, finance, and logistics teams to expedite resolutions and improve service quality.
  • Tracked KPIs including refund accuracy, resolution time, and customer satisfaction.
  • Trained and mentored new team members, leading initiatives to improve team-wide performance and documentation accuracy.
  • Successfully reduced average claim resolution time by 30%.
  • Handled up to 80+ merchant interactions weekly while maintaining a 95% satisfaction score.

Technical Support Specialist (Apple Support)

AC India International
Lucknow
08.2020 - 03.2022
  • Provided Apple customers with support for iOS/macOS issues across phone, email, and chat channels.
  • Troubleshot system-level bugs and device performance issues, using internal tools and diagnostic software.
  • Delivered high-touch support with a focus on first-contact resolution, escalating complex issues with proper documentation.
  • Maintained case notes in the internal CRM and consistently met KPIs including resolution time and satisfaction rating.

Customer Service Specialist / Operations Support (Vistara Airlines)

Round Pay
Lucknow
09.2019 - 08.2020
  • Supported passengers across all stages of travel, resolving booking, cancellation, and baggage issues.
  • Used airline reservation and baggage tracking systems to manage case resolution and ensure compliance with aviation standards.
  • Liaised with ground staff and operations to provide real-time updates and resolve high-priority travel disruptions.

Education

Bachelor of Commerce (B.Com) -

IT College
Lucknow
01.2022

Intermediate -

ISC Board
Lucknow
01.2017

High School -

ICSE Board
Lucknow
01.2015

Skills

  • Merchant & Claims Support
  • Carrier Claims Filing (UPS, FedEx, DHL)
  • Order Fulfillment & Logistics
  • Zendesk and internal CRM systems
  • Written & Verbal Communication
  • Documentation & Escalation Management
  • Customer retention and satisfaction
  • Attention to Detail & Compliance
  • Cross-functional Collaboration
  • Process improvement and training

Languages

  • English, Fluent
  • Hindi, Fluent

Technical Tools

  • Zendesk (basic)
  • Internal CRM Systems
  • Google Suite
  • MacOS/iOS
  • Excel
  • Slack
  • Ticket Queues

Certifications And Additional Skills

  • Google Fundamentals of Digital Marketing
  • Completed 1-year Kathak program from Bhatkhande Music Institute

Timeline

Merchant Care Specialist & Refund Team Lead

ShipBob
03.2022 - Current

Technical Support Specialist (Apple Support)

AC India International
08.2020 - 03.2022

Customer Service Specialist / Operations Support (Vistara Airlines)

Round Pay
09.2019 - 08.2020

Bachelor of Commerce (B.Com) -

IT College

Intermediate -

ISC Board

High School -

ICSE Board

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JENNIFFER NOREAN DUTT