Nikita Gauba
New Delhi
Summary
Dynamic Customer Service Analyst with proven expertise in complaint resolution and customer experience enhancement. Demonstrated ability to analyze disputes and collaborate with teams to drive customer satisfaction.
Overview
8
8
years of professional experience
Work History
Customer Service Analyst
American Express
New Delhi
11.2022 - 08.2024
- Resolved complex customer inquiries using multiple communication channels.
- Collaborated with teams to enhance customer experience strategies.
- Analyzed customer disputes to identify root causes and recommend resolutions.
- Collaborated with cross-functional teams to gather necessary documentation for investigations.
- Reviewed account records and transaction histories to support dispute claims effectively.
- Maintained case management system to ensure accurate tracking of ongoing disputes.
- Completed day-to-day duties accurately and efficiently.
- Assisted in reconciling daily payment reports for accuracy.
- Maintained updated records of customer payment information securely.
- Analyzed customer payment information and reconciled discrepancies in accounts.
- Inputted relevant payment information into the company's accounting software.
- Conducted detailed research on customer accounts to identify any potential discrepancies or irregularities.
Senior Credit Analyst
American Express
Gurgaon
10.2018 - 10.2022
- Ensure customer satisfaction with Inbound and Outbound calling.
- Ensure maximum recovery on accounts through inbound/out outbound telephone contact in a timely and comprehensive manner to ensure customer satisfaction levels via Customer Experience scores.
- Analyze risk on customer accounts, making sound decisions to ensure recovery while maintaining high customer satisfaction levels.
- Collaborated with cross-functional teams to resolve complex customer issues efficiently.
- Managed customer feedback and escalated concerns to maintain high service standards.
- Documented customer interactions accurately in CRM system for future reference.
- Educated clients on payment options and credit card benefits to improve satisfaction.
- Greeted customers and addressed their needs in a professional manner.
- Managed incoming calls from potential customers looking for quotes or information about services provided at the dealership.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Service Advisor
British Airways
Gurgaon
02.2017 - 10.2018
- Handling all emails and Data Entry.
- Handling Customer Queries regarding changes and amendment of bookings by displaying extensive knowledge about all options available for the customer.
- Approach transactions with sales-minded professionalism and suggestively sell to clients, including making clients aware of all options available.
- Maintaining positive relationships with clients to ensure repeat and return customers.
- Maintaining data protection and confidentiality for staff and customer.
- First Call resolution for Executive club members, Premium Customers, Preferred Partners.
- Maintain the highest standards of customer service, for both inbound and outbound calls.
Education
Bachelor of Arts - Political Science
Delhi University
Delhi, Delhi04.2014
Diploma - English Evolution
British Council
Delhi, Delhi03.2011
Diploma - Writing for Business
British Council
Delhi, Delhi03.2011
High School - Commerce
Manavsthali School
Delhi, Delhi03.2010
Skills
- Windows 98
- Windows 2000
- Windows XP
- Windows 7
- Windows 8
- Windows 10
- MS Office
- Operating Systems Software
- Computer Proficiency
- Active Listener
- Exceptional up-selling and cross-selling skills
- Adept at Complaint Resolution
- Strong Interpersonal Skills
- Quick Learner
- Strong Analytical & problem solving skills
- Strong attention to detail
- Team oriented
- Results driven
- Effective Verbal & Written Communication Skills
- Problem solving
- Complaint handling
- Data entry
- Professional phone voice
- Customer data confidentiality
Awards
- Appreciation letter from FOM (Front Office Manager) at WelcomHotel Dwarka.
- 10+ appreciation calls by passengers to the floor supervisor at British Airways.
- Received a voucher for being the 2nd top seller at British Airways.
- 7+ appreciation letters from customers at British Airways.
- Won the title of Most Improved overall performance at American Express.
- Won many weekly RnR on highest dollars collected, ACM, VOCM at American Express.
- Received Blue rewards point for highest VOCM, Highest Dollars collected at American Express.
Extracurricular Activities
Vendor Management Managing and participating in events organized in organisations worked in. Community Service
Hobbies and Interests
- Travel
- Photography
- Reading
- An Avid Music lover with interest in both singing and listening to various kinds of music
Disclaimer
I, Nikita Gauba, hereby declare that the information contained herein is true and correct to the best of my knowledge and belief.
Languages
- Punjabi
- Hindi
- English
Personal Information
- Father's Name: Mr. Satish Kumar
- Date of Birth: 12/09/92
- Gender: Female
- Nationality: Indian
- Marital Status: Married
Timeline
Customer Service Analyst
American Express
11.2022 - 08.2024
Senior Credit Analyst
American Express
10.2018 - 10.2022
Service Advisor
British Airways
02.2017 - 10.2018
Bachelor of Arts - Political Science
Delhi University
Diploma - English Evolution
British Council
Diploma - Writing for Business
British Council
High School - Commerce
Manavsthali School