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
Strategic planning
Coaching and mentoring
Verbal and written communication
Operations management
Creative problem solving
Complaint resolution
Attention to Detail
Organizational Skills
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