Prerna Pehlajani
Jaipur
Summary
Strategic professional in business operations known for high productivity and efficiency in task completion. Specialize in process optimization, project management, and data analysis, ensuring streamlined workflows and enhanced operational efficacy. Excel in communication, problem-solving, and leadership, leveraging these soft skills to drive team success and achieve organizational goals.
I am a seasoned Customer Engagement and Retentions professional with over 9 years of experience in the LoB. I pour my heart and soul into giving Customers the experience that they can talk about with their friends and colleagues.
Overview
9
9
years of professional experience
Work History
Lead Disputes Analyst
American Express Banking Corporation
Gurugram
07.2019 - Current
- Joined American Express as a Senior Customer Care Proffessional. Delivered exceptional customer service for American Express India products, effectively resolving issues, and consistently surpassing performance metrics. This dedication led to my progression from Senior Analyst to Master Analyst and then to Lead Analyst.
- Coached and mentored new hires to ensure compliance with quality standards, fostering a culture of excellence.
- Facilitated team meetings and training sessions to enhance collaboration and communication within the team.
- Managed escalated calls and resolved manager callbacks to maintain high service standards.
- Provided ongoing coaching and constructive feedback to team members, focusing on performance improvement, and identifying opportunities for growth.
- Gained experience in various lines of business, including Retentions and Grievance Redressal, before transitioning to the International Disputes vertical.
- Presented findings from investigations into disputed accounts during management meetings.
- Developed and implemented strategies to improve the quality of dispute resolution processes.
- Monitored industry trends related to disputes and recommended changes as needed.
- Provided expert advice on regulatory requirements pertaining to dispute resolution processes.
- Researched complex issues related to disputed accounts and provided recommendations for resolution.
- Generated regular reports detailing the status of all open disputes within the organization.
Customer Care Representative
Teleperformance India
Jaipur
01.2019 - 07.2019
- I joined Teleperformance again and worked for Hilton Hotels Group.
- I worked for the Hilton Honors membership program and the Hilton Sales program for the U.S. market.
- Identified customer needs by asking questions and advising on best solutions.
- Participated in various training sessions for different projects on improving the overall site-wise sales and services performance, and handled bridge calls with the captives in the USA.
- Compiled, entered, corrected and modeled sales information.
- Conducted market research to identify selling possibilities and evaluate customer needs across various properties of Hilton Group.
- Provided every customer with comprehensive assistance upon each chat or sales call through hotel selection, room booking, and upselling, leading to the completion of purchases.
Accounts Receivable Executive
Pacific BPO Pvt. Ltd.
Noida
08.2018 - 01.2019
- Gathered information from various third parties to determine claim acceptability.
- Collaborated with other departments to ensure timely resolution of customer complaints.
- Engaged in continuous learning to stay current with industry trends and best practices in claims management.
- Conducted secondary evaluations of original investigations documentation and reports to facilitate smooth resolutions.
- Ensured that all claims were settled promptly and equitably according to established procedures.
- Interpreted insurance policy language to apply appropriate coverage.
- Reviewed and evaluated insurance claims for coverage, accuracy, completeness and compliance with company standards.
- Reviewed, evaluated and adjusted claims to promote fair and prompt settlement.
Accounts Receivable Analyst
Genpact India
Jaipur
05.2017 - 07.2018
- I have worked for HRCM (US Medical Billing Process) as an Accounts Receivables Analyst for providers like Byram, ATS, and Coral for their insurance claims clearance.
- Reviewed Claims summery and EOBs (Medical Receipts) for claims processing with different US medical Insurances like BCBS, Aetna, USPS, Medicare etc.
- Connected with the insurances for collections on the pending and long due medical claims for Providers (Hospitals and Hospices) in the US.
Customer Care Professional
Teleperformance India
Jaipur
09.2015 - 04.2017
- Promptly responded to merchant inquiries and resolved complaints to promote loyalty.
- Collaborated with sales team members and merchants to stay current on inventory levels and resolve item issues.
- Researched resolutions, contacted necessary departments and responded to merchants by phone, mail, or fax as follow-up.
- Adhered to all applicable laws, regulations and standards when providing services like processing orders, returns, exchanges, refunds, payments and credits accurately.
- Reviewed and updated documentation related to seller support operations and coordinated with other departments to ensure that all processes were followed correctly when handling seller requests or disputes.
- Created process improvements to streamline the resolution of customer queries.
- Achieved and maintained predefined performance metrics goals such as seller satisfaction, quality, productivity, first contact resolution and attendance.
- Coached and mentored new hires and up skill batches for merchant services for Amazon and Fulfilment by Amazon department for services like listing creation, inventory update, customer returns, disputes and chargebacks on orders and reimbursements for damaged/defective returns in accordance to the Amazon policies.
Education
Higher Secondary Examination - Commerce
Bright Ways Public School
Jaipur, India07-2015
BBA - Business Administration
Swami Vivekanand Subharti University
Meerut, U.P., IndiaSkills
- Customer Success
Onboarding/Business Development/Grievance Redressal/Retention
- C-level stakeholders
Communications
- Marketing Strategy
Cross-functioning, ideation, brainstorming, teamwork
- Sales and Negotiations
Upsell
References
References available upon request.
Timeline
Lead Disputes Analyst
American Express Banking Corporation
07.2019 - Current
Customer Care Representative
Teleperformance India
01.2019 - 07.2019
Accounts Receivable Executive
Pacific BPO Pvt. Ltd.
08.2018 - 01.2019
Accounts Receivable Analyst
Genpact India
05.2017 - 07.2018
Customer Care Professional
Teleperformance India
09.2015 - 04.2017
Higher Secondary Examination - Commerce
Bright Ways Public School
BBA - Business Administration
Swami Vivekanand Subharti University