Shiwani
Customer Happiness Officer
Summary
Skilled & dynamic experienced professional adept at leveraging customer service skills to devise strategic solutions tailored to contemporary business needs. Extensive background in inspiring, overseeing, and refining customer engagement tactics, pioneering novel approaches, and optimizing overall customer service operations for peak efficiency. Successfully oversee a portfolio of meticulously curated Airbnb properties, consistently achieving customer ratings of 4.8 and higher.
Overview
8
8
years of professional experience
2
2
Languages
Work History
Customer Happiness Officer
Open Financial Technologies
05.2022 - 11.2022
- Provided customer support via email and voice channels, resolving user queries for products including OpenBook (Bill Book) and OpenMoney (Lending).
- Specialized in assisting small business owners across India with Neo banking solutions, focusing on E-KYC, onboarding processes, and post-onboarding complaints.
- Played a key role in raising user awareness about Neo Banking Solutions offered by Open Financial Technologies.
- Worked diligently towards end-to-end resolution of user issues, ensuring customer satisfaction and retention.
Customer Service Representative
American Express Banking Corp.
02.2019 - 11.2022
- Managed and supported corporate cardholders at a corporate level, assisting with account management and banking services.
- Oversaw the entire refund and disputes process, engaging with stakeholders including merchants and cardholders via email and voice support.
- Set up disputes and fraud cases for investigation, ensuring timely follow-ups with merchants and cardholders to resolve disputes.
- Interacted with CEO-level clients, demonstrating effective stakeholder management and client relationship skills.
- Resolved queries and complaints related to corporate credit cards, striving for one-call resolution by providing guidance on account maintenance and expense management through clear communication.
- Consistently achieved top performance within the team, meeting and exceeding key performance indicators (KPIs) such as CFR (Call First Resolution) and CHT (Call Handling Time).
- Contributed to overall team goals, including participation in Session E&B tasks as part of the role.
- Facilitated continuous improvement within the team through effective feedback mechanisms, fostering the exchange of insights on superior service delivery techniques.
Process Expert
Encore Capital Group
02.2017 - 07.2019
- Successfully achieved team goals related to debt collection at Midland Credit Management as an Account Manager.
- Utilized various communication modes such as email and voice for time-bound debt collection follow-ups.
- Provided counseling to clients on debt repayment and offered guidance on credit reports.
- Managed assigned debt collection cases within a one-month timeframe.
- Maintained detailed Excel records for monthly payouts and conducted follow-up communications via email.
- Negotiated optimal debt settlement terms and established payment plans for debtors
Customer Suppport
24/7 (Expedia)
03.2018 - 02.2019
- Managed end-to-end travel process, including ticketing, issue resolution, and post-trip complaint handling, showcasing strong email/voice communication skills.
- Achieved top quartile customer satisfaction by tailoring travel packages within client budgets, covering airfare, accommodation, car rentals, and activities.
- Demonstrated exceptional performance, leading to promotion within 3 months to oversee post-travel complaints.
- Operated within a highly time-bound, performance-oriented framework, addressing 15-20 cases daily through professional email communications.
- Proactively managed customer complaints, liaising with merchants/travelers and coordinating with stakeholders to ensure optimal and timely compensation/resolution.
- Utilized Amadeus software as an integral part of job responsibilities.
Recruitment Executive - HR
Vision unlimited
03.2015 - 05.2016
- Profiling candidates and coordinating job interviews based on eligibility criteria
- Goal-oriented lead generation for client profiles
- Utilizing job portals like Monster and Naukri to source suitable candidates
- Follow-up via emails and voice calls to ensure candidate placements and interview preparedness in both Hindi and English
- Sending interview schedule emails to candidates through CRM system
- Establishing connections and expanding candidate pool through networking
- Coordinating college job drives and conducting interviews
- Liaising with HR personnel through effective business communication
Education
12th -
Kendriya Vidhyalaya No 1 Chandimandir Cantt, Haryana
10th - undefined
Kendriya Vidhyalaya no 2 Chandimandir Cantt, Haryana
BALLB -
University Institute of Legal Studies
Chandigarh, IndiaSkills
MS-Office - MS Excel & Powerpoint
Personal Information
Date of Birth: 03/31/92
Timeline
Customer Happiness Officer
Open Financial Technologies
05.2022 - 11.2022
Customer Service Representative
American Express Banking Corp.
02.2019 - 11.2022
Customer Suppport
24/7 (Expedia)
03.2018 - 02.2019
Process Expert
Encore Capital Group
02.2017 - 07.2019
Recruitment Executive - HR
Vision unlimited
03.2015 - 05.2016
12th -
Kendriya Vidhyalaya No 1 Chandimandir Cantt, Haryana
10th - undefined
Kendriya Vidhyalaya no 2 Chandimandir Cantt, Haryana
BALLB -
University Institute of Legal Studies
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