Neha Jaiswal
Gurugram
Summary
Pursuing challenging, rewarding opportunities within esteemed organizations that recognize and leverage analytical and technical expertise.
Overview
9
9
years of professional experience
Work History
Sr. Executive – Customer Experience
Junglee Games
08.2024 - 01.2025
- Delivered high-touch support to elite customers by resolving account-related concerns and ensuring an exceptional service experience.
- Built and strengthened long-term customer relationships through proactive engagement, driving measurable value and customer retention.
- Identified recurring customer issues through feedback analysis and recommended enhancements to workflows, processes, and service standards.
- Collaborated with the fraud prevention team to identify and mitigate risks such as cheating, financial fraud, and account abuse, safeguarding the gaming ecosystem.
VIP Host
Baazi Games: Pokerbaazi
10.2022 - 08.2024
- Manage 1500+ VIP customers and deliver extraordinary customer service by responding to customer concerns regarding their accounts. Also, grow and nurture relationships in every interaction that results in measurable customer value.
- Highlight issues through feedback and recommend changes in workflows, procedures, and service levels to meet customer needs and to ensure quality service.
- It involves strategies to keep customers loyal and prevent them from switching to competitors.
- App Testing – It involves verifying that a software application meets its requirements and works as expected. It ensures the application is reliable, secure, and performs well under various conditions.
- Fraud Check – It involves helping the fraud team in identifying and preventing various types of fraudulent activities that can harm the game’s ecosystem, including cheating, financial fraud, and account abuse.
Senior Project Editor
Sage Publications
04.2019 - 11.2021
- I was handling 14 journals which consist of HSS, STM, society, non-society, OA and subscription-based journals. Few of these also fall under the category of complex titles and have high impact factor. The complexity factor varies from demanding/fussy editors to unique work flow. I ensure to oversee the production of these journals from receipt of articles through delivery of manufacturing and online publication with conformance to the journal style guides and author/editors’ requirement, while maintaining quality and excellent author/editor relationships. I also get involve in taking crucial business decisions and ensuring when to escalate to Editorial team and the management team in Delhi and offshore offices.
- For these journals, I communicate effectively and work together with the SAGE US/UK departments i.e. editorial, art/design, marketing and production staff to implement changes to the journal. I also keep the Group Editors, Commissioning Editors and the Marketing Manager informed of any important developments or problems with the journals and liaise with other departments as required.
- My role further involves creating production schedules for editors, contributing to reports by Publisher’s report, managing page budget, and maintaining/updating style guides for assigned journals on a monthly basis, responsible for authorizing final cover checks of select titles. I also seek resolutions to various concerns raised and have also provided suggestions which have contributed to the betterment of the journal.
- I undertake responsibility with complete ownership, understand the need of journals over algorithms, sensitive towards journal health, and has the ability to put forward needs. My role requires to be assertive yet polite and ensure that excellent relationship is maintained with authors/editors/societies, fortunately, I have been reaching the set targets.
Production Editor
Sage Publications
04.2018 - 03.2019
Associate Production Editor
Sage Publications
04.2017 - 03.2018
Editorial Assistant
Sage Publications
08.2015 - 03.2017
Education
B.A - Computer Science and Philosophy
Gargi College, University of Delhi
New Delhi, IN01.2015
Commerce - Web Designing
Sunbeam School Lahartara
Varanasi, IN01.2012
Skills
- Research
- Leadership
- Multi-tasking
- Customer relationship management
- Effective communication
- Team collaboration
- Quality assurance
Websites
Training
- Creativity and Innovation Program
- Giving and Receiving Feedback
Timeline
Sr. Executive – Customer Experience
Junglee Games
08.2024 - 01.2025
VIP Host
Baazi Games: Pokerbaazi
10.2022 - 08.2024
Senior Project Editor
Sage Publications
04.2019 - 11.2021
Production Editor
Sage Publications
04.2018 - 03.2019
Associate Production Editor
Sage Publications
04.2017 - 03.2018
Editorial Assistant
Sage Publications
08.2015 - 03.2017
B.A - Computer Science and Philosophy
Gargi College, University of Delhi
Commerce - Web Designing
Sunbeam School Lahartara