Microsoft Office
Ruchi Shukla
Customer Experience Specialist (Team Leader)
Hyderabad,TS
Summary
Result- oriented customer service team leader with 8+ years of demonstrated expertise in directing service operations and customer service initiatives to achieve corporate goals. In depth customer service experience in client-focused positions with determinations to deliver world-class customer service. Problem-solver with diverse experience in team leadership, including a great record of resolving customer service escalations.
Overview
11
11
years of professional experience
6
6
years of post-secondary education
2
2
Certifications
3
3
Languages
Work History
Customer Experience Specialist (Team Leader)
Synchrony International Services Private Limited
Hyderabad, Telangana
08.2015 - Current
- Demonstrated respect, friendliness and willingness to help wherever needed.
- To coach assigned teams of Customer Service associates to performance, including CCT, Compliance and Quality.
- Review QUEST scores from CMT for accuracy and EOM data validation for Quality.
- Conduct extra call monitoring, deliver feedback to customer service representatives and conduct side by side coaching sessions.
- Assist with the development and delivery of training (new hire/up skill) related to CCT, Compliance and Quality.
- Assist with NEO (new hire) training as needed.
- Assist in the development and execution of performance driven contests and other activities.
- Participate in Quality Calibration(s).
- Extend additional Support with QUEST and coaching on other metrics per business requirements.
- Work on other duties and special projects as assigned by the manager.
- Monitor daily activities of 15-20 customer support professionals.
- Provide high level of product and support to representatives
- Consistently improve service quality and increase productivity by developing strong knowledge of company’s services and training associates to do the same.
- The Internal Controls process reviews different control reports to ensure meeting regulatory requirements.
- Review and Provide Feedback on Preventive / Detective Control Reports for close looping of CTC and execution misses.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Used Microsoft Word and other software tools to create documents and other communications.
- Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting.
- Developed and implemented performance improvement strategies and plans to promote continuous improvement.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
Senior Dispute Specialist
Synchrony International Services Private Limited
Hydrabad, Telangana
09.2012 - 08.2015
- Handling Credit Card related queries like Dispute & world disputes for US Customers which involves Research, Validation of Customer Information such as Name, Address, SSN/SIN, and Date of Birth, and Update Customer credit information on the account.
- Disputes Management, Monetary Issue Resolutions & Credit Bureau related inquiry resolutions.
- Familiar with the Visa & MasterCard chargeback scenarios.
- Review the account and the application of the customer and determine if it is True Name Fraud.
- If True Name Fraud, Review notes related to fraudulent charges, Send AUD to Credit Bureau if it was not being previously processed as per Fraud Guidelines, and send resolution letter to customer.
- Collect, store, maintain, accurate information on consumer credit history.
- Provide accurate information to Credit Bureaus if requested to resolve Credit Bureau inquiries
- Make fair application decisions based on Risk Strategy.
- Make sure that all compliance requirements are met e.g., Coding the Account, Sending Resolution Letter, Close the Account at Customer's request, make sure all updates are accurate and complete.
- Respond to all inquiries within the client's SLA
- Law requires Synchrony to report all Credit Bureau information accurately - deleting accurate information is a violation of compliance law. Also, investigate the account and code/block it to prevent fraud.
- Handling other issues like Account Maintenance, Late Fees & Finance Charges, Chargeback, and Sending Customer Sale Receipt with appropriate Resolution Letters to Customers via email & updating Credit Bureau.
- Collecting DNR reports and updating on a day to day basis, to understand the strategy of workflow of dispute queries as to maintain the TAT Period.
- Working Knowledge of First Data Resource, Workstation, indexed to resolved, Email, Payment Corrections, Rewards, Promotions & Credit balance refunds
- Maintaining 100% Accuracy & Quality.
- Developed and implemented performance improvement strategies and plans to promote continuous improvement.
- Actively listened to customers' requests, confirming full understanding before addressing concerns.
Education
Master of Science - Environmental Biotechnology
Jawaharlal Nehru Technological University
Hyderabad 06.2008 - 12.2010
Bachelor of Science - Biotechnology
Vivek Vardhini College of Science & Arts
Hyderabad 06.2005 - 06.2008
Skills
Customer service experience
Team leader
Team leadership and coaching
Customer experience management
Leadership and team building
Time management
Flexible & Adaptable
Multitasking abilities
Stakeholder relationships
Ensuring customer satisfaction
High-quality customer service
Coaching skills
Accomplishments
- Recipient of Operations Excellence Award
- Awarded for being consistent & excellent in Quality in each quarter of the year by Sallie Howell.
- Awarded as "Best performer" of the season by leadership team.
- Awarded for "Engagement & Inclusions" activities by Faisal Khan.
- Awarded for "Inclusiveness" by the leadership team.
- Awarded for "Expertise" for best practices in process.
- Awarded for "Customer determined to our success" for Customer Centricity by Margret Keane.
- Awarded five times for "Empower & inspire each other" for organizing site level events by Faisal Khan.
- Promoted to the next role within Nine months of joining the organization.
- Repeatedly received recognition from superiors for excellence in service.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
Software
Microsoft Excel
Microsoft PowerPoint
Microsoft Outlook
Certification
Certified Trainer, Synchrony International Services Private Limited
Interests
Travelling, exploring new places
Dancing, Fitness
Reading, Cooking, Internet Surfing
Timeline
Certified Trainer, Synchrony International Services Private Limited
08-2016
Skills Training For Evolving Professionals,Synchrony International Services Private Limited
12-2015
Customer Experience Specialist (Team Leader)
Synchrony International Services Private Limited
08.2015 - Current
Senior Dispute Specialist
Synchrony International Services Private Limited
09.2012 - 08.2015
Master of Science - Environmental Biotechnology
Jawaharlal Nehru Technological University
06.2008 - 12.2010
Bachelor of Science - Biotechnology
Vivek Vardhini College of Science & Arts
06.2005 - 06.2008