Natasha Lyall

U.S. Disputes - GSG (Global Servicing Group)

• Analyzed customer data to identify trends, and addressed customer service issues resulting in improved customer service experience and processes.
• Recommended operational improvements based on tracking and analysis of data. Evaluated current processes to develop improvement plans.
• Evaluated diverse organizational systems to identify workflow, communication, and resource utilization issues.
• Account management for U.S. Card Members, handling Disputes with high analytical skills, detailed research, and logical conclusions to determine accurate solutions.
• Deliverance of exceptional customer service to High-Value Card Members, and merchants/commercial clients, in line with Disputes strategy and data analysis.
• Utilized software to track customer data, interactions, and activity, resulting in improved customer service, along with strict adherence to quality and compliance guidelines.
• Quality check on applications for U.S. Card Member Disputes, process reviews enabling strict adherence to SLA, dispute process parameters, compliance policies, and procedures.
• Delivered excellent VOCM scores over quarterly matrix goals. Delivered to the Employees, Customers, and Shareholders metrics as per goals, balancing customer interests with the interests of American Express.
• Supported new initiatives in the directorate, including the transition to GDM and V2A within Disputes (Global Servicing Group).
• Provided professional services and support in a dynamic work environment.

• Managed calendar of appointments, expense reports, emails/correspondence, event planning, project management, and project updates to the executive team to ensure alignment and keep stakeholders informed.
• Handled all communication with existing/prospective business clients, networking with international partners, and coordinating all executive and external relations.
• Worked as a liaison to the board of directors and senior management, set up business meeting agendas, and arranged detailed travel plans, and itineraries.
• Partnered with executive leadership to develop a vision and mission aligned with the company's long-term goals.
• Administrative support (recruitment, documentation, researching and preparing reports, presentations, organizing the executive's contact list, customer feedback survey set up, and creatives for email newsletters).

• Managed a portfolio of freelance projects, ensuring client satisfaction, including graphic designing, brand identity, logo identity, social media marketing, web content writing, and packaging design for organizations.
• Collaborated with clients like Le Meridien, Radisson Blu, HumanCapitalOnline.com, Stacklist.com, DilliJunction.com, Marie Stopes, Parkwood Group, and other stakeholders to create effective ad campaigns.
• Managed multiple freelance projects simultaneously, meeting tight deadlines and exceeding client expectations, business development, client data handling, client management, project management, and client networking.

• Client servicing, customer/public relations, market strategy analysis, business planning for existing/new clientele to coordinate/enhance business (architects, interior designers, hotel designers, furniture manufacturers), and project database handling.
• Branding products. catalog designing, fabric sampling for in-house showroom, handling ad campaigns & articles on home decor for magazines like ELLE Decor, Architecture Design, Vogue India, India Today, and approvals for magazine ads, graphic designing for catalogs/calendars, content writing for digital marketing and magazines, designing/drafting articles/creatives for email newsletters.
• Correspondence/emails, event planning, calendar of appointments, client networking, expense reports, coordination of existing/prospective business clients, domestic/international travel plan management, itineraries, and agendas.
• Documentation, business meeting agendas, integrated project requirements, administrative support, networking with international partners (executive and external relations), screening candidate profiles/recruitment support.

• Monitored/managed the daily operations of the business, including scheduling, inventory control, and customer relations- customer inquiries, service delivery, promoted in-house functions, and handled facilities and services, delivering high-quality services with appropriate standards.
• Public relations- telemarketing, online marketing (OTA), managing corporate accounts.
• Organized and managed public relations events, resulting in increased brand awareness and improved customer loyalty.
• Researched customer feedback to improve customer service standards, increasing customer satisfaction ratings.
• Developed a database of key customer contacts, resulting in improved customer service and relations.

• Developed and maintained client relationships by providing excellent customer service, handling recruitments, screened candidate resumes for corporate clients, conducting candidate interviews, and matching job descriptions to hire candidates as per client needs via tools like Naukri.com, Monster.com & Timesjobs.com.
• Developed a system for tracking client preferences to ensure accuracy in service, impressive screening to selection records, strong social networking skills, worked on a skilled database to deliver timely closure of urgent skills requirement of client partners.
• Answered incoming calls, maintained client relationships, and resolved customer service issues.

• Customer servicing, and transaction processing for U.S. Card Member Disputes process, with a primary objective to deliver high standards of customer service to resolve disputes of American Express customers - Amex Card Members and Service Establishments.
• Correspondence to customer queries in a comprehensive manner to Employees, Customers, and Shareholder metrics as per brand goals. Highlighted issues via feedback and recommended changes in workflows, and procedures, based on customer demands, and quality service deliverance.
• Adherence to Quality and Compliance guidelines. Training on new initiatives in the directorate. Effective written communication to identify and Express customers - Amex Card Members and Service Establishments.
• Correspondence to customer queries in a comprehensive manner to Employees document necessary information and deliver dispute resolution directly to Card Members, balancing customer interests with the interests of American Express.
• Achievements in job: 100% Quality in dispute resolution over four consecutive quarters (Oct 2005 - Sept 2006). Received rewards as a high-quality player in supporting the business. Excellent schedule adherence, excellent quality resolution to Card Members, focused/diligent work via excellent communication skills, analytical skills, fair resolution/positive analysis.
• Evaluation of Card Member disputes with fair analysis of Amex Card Members and Service Establishments, keeping in view the company's benefits as the world's most respected service brand.
• Achieved consistent TBASS (transaction-based automated survey system) scores, which included global Card Member feedback on dispute inquiries. Completed basic Six Sigma Certification at American Express in early 2007.
• Demonstrated personal excellence and provided exceptional customer service keeping in mind the Blue Box values of the company, resulting in high Card Member satisfaction rating on customer satisfaction surveys, and high quality standards in business.