Pooja Ojha
Complaint Specialist- Retail Banking
New Delhi
Summary
Dedicated and results-driven in customer service with over 5+ years of experience in retail banking, customer service, and operational support.
Customer service and operations professional prepared to excel in dynamic environment. Proven track record of enhancing customer experience and operational efficiency. Strong focus on collaboration and adaptability ensures reliable performance in changing conditions. Skilled in data analysis, process improvement, and effective communication.
Overview
8
8
years of professional experience
14
14
years of post-secondary education
Work History
Customer Service and Operations Analyst
NatWest
10.2023 - Current
- Enhanced customer satisfaction by efficiently resolving complaints and addressing concerns in a timely manner.
- Collaborated with cross-functional teams to improve internal processes, resulting in smoother operations and better customer experiences.
- Resolved complaints across various banking services including current/savings accounts, online banking, cheques, debit cards, and payments (DDs, SOs).
- Supported management in decision-making processes by providing detailed reports on operational activities and performance outcomes.
- Evaluated current policies and procedures against industry standards, recommending changes as needed to ensure compliance with regulations.
Customer Service Representative
American Express
05.2019 - 09.2023
- Handled customer inquiries, answered questions, and resolved problems in a timely manner.
- Utilized multitasking skills to simultaneously engage with different customers on web chat and mobile chat.
- Ensured all FCA compliance procedures were adhered to.
- Performed adequate steps in exceeding customer expectations and all company performance goals and standards.
Customer Service Associate
Fidelity Information Services FIS
04.2017 - 08.2018
- Worked in the Vodafone UK Chat process as Customer Care Representative.
- Handled multiple web chats for quick assistance.
- Upholding exceptional brand standards with new ideas for better customer experience.
Education
Bachelor of Arts - French And OMSP
Vivekananda College Delhi University
04.2001 - 04.2015
Skills
- Strong work ethics
- Communication skills
- Time management
- Complaint handling
- Teamwork and collaboration
- Self motivation
- Adaptability and flexibility
Hobbies
- Travelling
- Learning languages (Japanese, French)
- Reading
- Exercise
Timeline
Customer Service and Operations Analyst
NatWest
10.2023 - Current
Customer Service Representative
American Express
05.2019 - 09.2023
Customer Service Associate
Fidelity Information Services FIS
04.2017 - 08.2018
Bachelor of Arts - French And OMSP
Vivekananda College Delhi University
04.2001 - 04.2015
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