Parul Makkar
Master Dispute Analyst
Gurugram
Summary
Experienced Dispute Analyst with strong background in handling and resolving complex disputes. Proven ability to investigate, analyze, and provide effective solutions for customer disputes in a timely manner. Skilled in reviewing transaction records, identifying discrepancies, and adhering to regulatory guidelines. Dedicated to maintaining accuracy, confidentiality, and compliance while delivering efficient dispute resolution services.
Overview
6
6
years of professional experience
3
3
years of post-secondary education
Work History
Master Dispute Analyst
American Express
11.2022 - Current
- Respond promptly and thoroughly to customer queries to ensure satisfaction and avoid SA.
- Ensure all activities comply with internal standards, policies, and regulatory expectations.
- Provide feedback on issues and recommend workflow, procedure, and service level changes based on customer demands to maintain quality service.
- Adhere to quality and compliance guidelines, collaborating with operational departments to provide accurate and timely resolutions, preventing IBA, project paybacks, and NDA issues
Customer Success Analyst
Better
10.2021 - 3 2022
- Accelerated customer adoption through onboarding, training, and managing the client lifecycle.
- Set action items and timelines with clients; assisted South Central agents with scheduling.
- Retained accounts by addressing cancellations and offering solutions; met client requirements.
- Developed customer lifecycle stages for user growth; resolved customer issues and verified data.
- Utilized CRM tools like FUB, Dotloop, Workday, Cloud CMA, Front, Jira, and GreyHR
Process Executive
Cognizant
10.2019 - 09.2021
- Prioritized tickets based on user impact, resolved them efficiently, and coordinated with various teams to ensure timely resolutions.
- Managed escalations and unresolved tickets on Jira.
- Acted as the system administrator for client integration queries, achieving high customer satisfaction through proactive one-call issue resolutions.
- Conducted primary and secondary research for data extraction, generated outbound leads using tools like Google, LinkedIn, InsideView, and Rocketsearch, and provided helpful information to decision-makers.
- Managed queue allocations, oversaw workflows, and provided necessary training.
- Created SOPs detailing procedural steps.
Business Risk Analyst
Accenture
01.2018 - 10.2019
- Identified and mitigated fraud risks by monitoring customer logins and detecting suspicious patterns, blocking accounts as needed.
- Communicated effectively with customers via email and telephone, collecting feedback to improve processes and exceed satisfaction.
- Analyzed team performance trends, recommending and implementing changes to enhance performance.
- Ensured high levels of customer satisfaction in support services.
Education
BBA - Business Management
The NorthCap University
05.2013 - 05.2016
Skills
Risk Management
Fraud Detection
Suspicious Activity Reporting
Data Analysis
Quality Management
Client Relations
Leadership
Timeline
Master Dispute Analyst
American Express
11.2022 - Current
Customer Success Analyst
Better
10.2021 - 3 2022
Process Executive
Cognizant
10.2019 - 09.2021
Business Risk Analyst
Accenture
01.2018 - 10.2019
BBA - Business Management
The NorthCap University
05.2013 - 05.2016
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