Riya Ahuja

• Managed end-to-end Taj voucher fulfillment, ensuring accurate and timely delivery to card members.
• Processed Membership Rewards point issuance and redemption, with a focus on accuracy and compliance.
• Handled Taj voucher revalidations in coordination with internal teams.
• Managed Document Management Center (DMC) mailboxes to ensure timely action and resolution.
• Created CLIC cases for cross-functional teams to support issue resolution and process flow.
• Resolved escalation cases effectively, addressing issues, and ensuring customer satisfaction.
• Enrolled card members in various membership programs according to eligibility and requests.
• Cross-skilled to support Card Member Maintenance activities for the Indian market.

Ad hoc activities

• Assisted the Team Leader in maintaining and updating business performance reports.
• Collaborated with the GBIT team to design and document process workflows.
• Trained new team members on process standards and best practices.
• Served as a Subject Matter Expert (SME), providing guidance and process clarifications to team members.
• Performed quality checks on closed cases to ensure process adherence and accuracy.
• Worked with the GLKM team to review and validate CHCs for the process.

• Effectively communicated with customers to solve issues related to Orders, Amazon account, Product info, Pricing etc.
• Worked on blended mediums such as chats, emails, and phones.
• Extended support to aligned TM, monitoring Aux, solving process-related doubts, and facilitating refresher sessions.
• Facilitated updates sessions and supported training batches as SME on multiple occasions.