Proactive manager with demonstrated leadership abilities, strategic planning expertise and problem-solving acumen. Assists senior managers with accomplishing demanding targets by encouraging staff and coordinating resources. Methodical and well-organized in optimizing coverage to meet operational demands.
Hi, I’m
Pratibha Gangwar
Assistant Manager - Operations
Gurugram
Summary
Overview
9
years of professional experience
3
years of post-secondary education
Work History
OfbusinessGurugram
Assistant Manager - Customer Relations
07.2021 - 09.2022
Job overview
- Mentored team members to enhance professional development and accountability in workplace.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Managed & delivered BAU & beyond BAU operations in liaison with internal and external stakeholders
- Acted as a Key Account Manager for customers onboarded to explore future possibilities of offering various chemical raw materials & extended credit lines
- Kept track of necessary metrics to create a successful category portfolio
- Ensured confidentiality and integrity of data in accordance with the compliance standard
- Responsible for highlighting risk and deviations in the payments and reconciliation process.
OfbusinessGurugram
Senior Executive - Customer Relations
02.2021 - 07.2021
Job overview
- Aligned organizational objectives with company mission to increase business growth and integrate work strategies.
- Streamlined operations to maximize business efficiency and profits.
- Identified opportunities to improve business process flows and productivity
- Collaborated with internal/external stakeholders for smooth operations of a team of 30 members located PAN-India
- Generated client orders in the system to keep track of monthly revenue
- Co-ordinated with tech, finance, underwriting, and credit processing teams for necessary approvals to ensure timely processing and dispatch of orders
American ExpressGurugram
Lead Customer Care Professional
11.2018 - 06.2020
Job overview
- Handled chat escalations and took ownership to provide the most appropriate resolution
- Responsible for taking decisions on authorizing fee waivers & providing compensation based on client’s account history
- Updated the team regularly with the ongoing changes in the products, process and policies via emails and team huddles
- Shared best practices among the team to encourage a positive working environment
- Audited customer servicing chats and provided regular feedbacks and coaching to ensure first call resolution and improve the Net Promoter Score
- Ensured compliance for all process and policies in the UK market
American ExpressGurugram
Master Customer Care Professional
11.2016 - 10.2018
Job overview
- Served as the first point of contact between the customer and balance reconciliation team for US Corporate Card holder
- Handled High Value Card Member accounts, extending available offers to ensure customer retention
- Responsible for value generation by adding new card members among the Platinum and Gold card products
- Assisted with transaction disputes and fraud cases and ensured resolution while working with the Dispute and Fraud team
- Resolved problems, improved operations and provided exceptional service.
American ExpressGurugram
Senior Customer Care Professional
11.2015 - 10.2016
Job overview
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Assisted consumer and small business credit card customers with account statements, APRs, annual fees and rewards
- Advised credit card customers about the benefits of the card products in accordance with the card agreement
- Responded to customer needs through competent customer service and prompt problem-solving.
- Navigated multiple computer systems and applications to find information.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
iEnergizerNoida, UP
Customer Service Executive
07.2013 - 11.2015
Job overview
- Supported billing & technical support verticals for US Telecom Service provider – Sprint
- Assisted potential customers with the online order process of mobile handsets on contractual basis for Sprint eCommerce
- Ensured that all the requests, queries and complaints are responded and resolved in a timely and professional manner
- Described product and service details to customers to provide information on benefits and advantages.
- Escalated critical customer issues to supervisor immediately to avoid lost revenue and canceled policies.
- Resolved customer billing errors by researching issues in system, asking open-ended questions, and determining root causes of problems.
- Informed customers of upcoming promotions and deals to boost sales.
- Made reasonable procedure exceptions to accommodate unusual customer requests.
Education
Miranda House College, University of DelhiNew Delhi
Bachelor of Science from Life Sciences
07.2010 - 04.2013
University Overview
Skills
Customer Relationship Management
Timeline
Assistant Manager - Customer Relations
Ofbusiness
07.2021 - 09.2022
Senior Executive - Customer Relations
Ofbusiness
02.2021 - 07.2021
Lead Customer Care Professional
American Express
11.2018 - 06.2020
Master Customer Care Professional
American Express
11.2016 - 10.2018
Senior Customer Care Professional
American Express
11.2015 - 10.2016
Customer Service Executive
iEnergizer
07.2013 - 11.2015
Miranda House College, University of Delhi
Bachelor of Science from Life Sciences
07.2010 - 04.2013
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