NEHA KHANNA
New Delhi
Summary
Dynamic, intuitive, and self-starter professional with over 6 years of extensive experience in sales, customer service and operations management, along with exceptional skills in evaluating critical business needs. Equipped with dedication to superior service and track record of success in attaining customer satisfaction. Trustworthy, reliable, and hardworking, eager to undertake professional challenges and intensely committed toward getting the job done to achieve favorable results. Execute principles for providing excellent customer and personal services in determining customer needs while presenting a positive company image. Ability to prioritize tasks and meeting deadlines. Work well with the team to ensure overall company satisfaction. Seeking a position with an organization that offers a challenging opportunity to contribute growth.
Overview
11
11
years of professional experience
Work History
Operations Executive
American Express banking corporation
03.2022 - 12.2025
- Completing the video kyc for prospect customers in a timely manner.
- Assessing Anomaly in order to confirm the RBI regulations
- Efficiently standing out on PMA/ BST monitoring
- Gather relevant information from applicants as required and update it correctly to facilitate the decisioning process
- Ensure error free verification of card applications
- Deliver employees and customer metrics as per goals
Customer Service Manager
Airbnb Global Capability Center Private
04.2018 - 02.2022
- Ensure action upon customer queries, complaints/tickets as per SLA & with proper resolution. Take ownership on customer issues end to end.
- Ensure response to customer queries are as per the defined TAT.
- Ensure action on Escalations via mails/social media, reviews, app support etc.
- Initiating, investigating and resolving cases involving complex damages, liability claims, potential fraud, or brand risk, verifying facts, and determining resolutions based on internal policies.
- Compiling incident reports at the direction of leadership.
- Providing upward feedback, regarding the status of claims, communicating regularly with managers.
- Crafting clear and concise resolution plans in order to drive fair and accurate outcomes.
- Effectively collaborate with and monitor third party claims administrators.
- Mastering knowledge of company policies and procedures inside and out, being an expert in claims verification, payment processing, dispute resolution and fraud detection.
- Determining compensation and validity of the claims, identifying possible claim risks and/or liaising with other departments to de-escalate active threads which requires excellent negotiation skills and involve stakeholder relationships and research.
- Acting as a process advisor for change initiatives and/or cross-functional projects to meet strategic goals.
- Responsible for maintaining the quality score cards and providing training to agents.
- Preparing MIS for ongoing issues/complaints raised by customers/internal teams.
Customer Service Analyst
Accenture
02.2017 - 08.2017
- Identified and capitalized on opportunities to improve customer service strategies based on collected trend data.
- Minimized errors by calculating charges and completing paperwork with high accuracy.
- Assisted callers with navigating application processes for Google Pixel services.
- Handled customer questions and complaints via diverse channels, including inbound calls, E-mails and social media.
- Referred unresolved customer grievances to designated departments for further investigation.
Senior Sales Executive
M/S YATRA ONLINE PRIVATE LTD
11.2014 - 12.2016
- Booked reservations for travel, hotels, rental cars and special events such as tours and excursions.
- Assessed client needs and recommended appropriate products and services to meet preferences and budget.
- Maintained operational proficiency in coordinating both international and domestic travel accommodations for customers, arranging for airfare as well as hotel and rental car reservations.
- Provided customers with best deals and well-researched travel options, successfully negotiating rates while improving customer satisfaction ratings.
- Provided useful travel materials such as guides, maps and event programs.
- Conducted research and prepared meticulous travel itineraries complete with pricing, accommodation, airfare, transfer and tour information.
- Used promotional techniques and prepared promotional materials to sell itinerary tour packages.
- Communicated with clients to confirm itineraries, including methods of transportation, cultural standards, currency exchange and travel regulations.
- Responded to clients' questions, issues, and complaints and found appropriate solutions when needed.
- Organized memorable and exquisite travel itineraries and vacations for high-level clients, celebrities, politicians, and business executives.
Education
M.B.A -
Amity University
B.Com -
Delhi University Sri Venkateswara College
New Delhi, IndiaH.S.C -
Modern Public School
S.S.C -
D.A.V. Public School
Faridabad, IndiaSkills
- Complex claims consulting
- Settlement management
- QC investigations
- Customer experience control
- Task prioritization
- Critical thinking
- Performance optimization
- Customer retention
- Team development
Languages
English
Proficient
C2
Hindi
Proficient
C2
Timeline
Operations Executive
American Express banking corporation
03.2022 - 12.2025
Customer Service Manager
Airbnb Global Capability Center Private
04.2018 - 02.2022
Customer Service Analyst
Accenture
02.2017 - 08.2017
Senior Sales Executive
M/S YATRA ONLINE PRIVATE LTD
11.2014 - 12.2016
M.B.A -
Amity University
B.Com -
Delhi University Sri Venkateswara College
H.S.C -
Modern Public School
S.S.C -
D.A.V. Public School