Summary
Overview
Work History
Education
Skills
Timeline
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Shreya Srivastava

2293 Sector D Pocket 2 Vasant Kunj, New Delhi

Summary

Experienced customer service specialist with a strong background in money lending institutes. Demonstrates extensive knowledge of banking services and products. Highly organized and detail-oriented with excellent interpersonal communication skills. Proven ability to solve problems, multitask, and maintain a high level of accuracy. Well-versed in compliance and regulatory standards for superior results.

Overview

6
6
years of professional experience

Work History

Senior Associate (Temp Quality Analyst)

EXL
Gurugram Haryana
08.2023 - Current
  • Performed detailed analysis of financial transactions to identify suspicious activity.
  • Investigated cases of suspected fraudulent activities, including tracing money trails and analyzing documents.
  • Assessed customer and client data to detect potential fraud risks.
  • Generated daily, weekly, monthly, quarterly reports on fraud trends and patterns.
  • Collaborated with other departments on investigations as needed to review evidence, analyze data, and prepare reports for management.
  • Conducted root cause analysis to investigate the source of problems in production process.
  • Evaluated performance metrics from existing processes to recommend improvements in product quality.
  • Collaborated with cross-functional teams to ensure that product specifications are met or exceeded.
  • Maintained quality assurance procedure documentation.

Senior Credit Specialist

American Express India Pvt Ltd
Gurugram
06.2022 - 01.2023
  • Improved understanding of financial statements, which helped in assessing risk.
  • Proven ability to develop and implement creative solutions to complex problems.
  • Utilized strong communication and interpersonal skills to obtain necessary financial information from customers.
  • Responded to customer inquiries and provided accurate information about products and services.
  • Reviewed customer files on regular basis to make sure receivables were in sound condition.
  • Performed credit reviews on corporations to assess financial conditions.
  • Made decisions and recommendations about extending lines of credit.
  • Increased customer satisfaction by resolving issues.

Process Advisor

Barclays Global Service Centre
Noida
01.2021 - 06.2022
  • Maintained financial accounts by processing customer adjustments.
  • Handled inbound customer calls conversations .
  • Provided excellent customer service by efficiently resolving issues and responding to inquiries.
  • Kept accurate records of all customer interactions and transactions.
  • Spearheaded innovative changes to increase growth across service lines.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Delivered organizational development focused on business needs.

Customer Service Specialist

Airbnb
Gurgaon
11.2019 - 01.2021
  • Devised innovative strategies to improve customer satisfaction scores and meet company goals.
  • Handled inbound customer conversations via calls and emails.
  • Increased efficiency and team productivity by promoting operational best practices.
  • Resolved concerns with products or services to help with retention and drive sales.
  • Used consultative techniques to understand customer needs and make strategic referrals to business partners.
  • Improved customer satisfaction ratings by addressing issues and fostering timely resolution.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.

Process Advisor

Praxis Services private limited
Gurugram
07.2018 - 11.2019
  • Maintained operational proficiency in coordinating both international and domestic travel accommodations for rental car reservations.
  • Managed time efficiently in order to complete all tasks within deadlines.
  • Booked transportation using booking engines (GDS), made hotel reservations and collected payments to optimize trip planning.
  • Resolved travel problems, processed complaints and issued refunds to maintain customer satisfaction.
  • Responded promptly to client chats, calls and emails requesting new travel arrangements or changes to existing itineraries to provide optimal customer service.
  • Provided exemplary customer service to new and existing clients, which helped build lasting relationships and secure new travel assignments.
  • Updated and maintained customer databases to increase customer retention.

Education

Bachelor of Commerce -

ITM University
Gwalior, Madhya Pradesh

Intermediate, Class 12th - Commerce

Kendriya Vidhyalaya No.1
Agra, Uttar Pradesh

High School -

Kendriya Vidhyalaya No.1
Agra, Uttar Pradesh

Skills

  • Strong Communication Skills
  • Adaptable Problem Solver
  • Collaborative Team Engagement
  • Microsoft Office Proficiency
  • Assessment of Performance Trends
  • Training and mentoring
  • Customer Interaction Expertise

Timeline

Senior Associate (Temp Quality Analyst)

EXL
08.2023 - Current

Senior Credit Specialist

American Express India Pvt Ltd
06.2022 - 01.2023

Process Advisor

Barclays Global Service Centre
01.2021 - 06.2022

Customer Service Specialist

Airbnb
11.2019 - 01.2021

Process Advisor

Praxis Services private limited
07.2018 - 11.2019

Bachelor of Commerce -

ITM University

Intermediate, Class 12th - Commerce

Kendriya Vidhyalaya No.1

High School -

Kendriya Vidhyalaya No.1

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Shreya Srivastava