Shreya Srivastava

• Investigated and resolved card member disputes related to transactions, charges, and merchant issues.

Analyzed transaction details, merchant responses, and card member statements to determine dispute validity.

Applied knowledge of American Express policies, procedures, and regulatory requirements to make informed decisions.

• Communicated resolution outcomes to card members via phone, ensuring timely and professional responses. • Collaborated with internal stakeholders, such as Merchant Services and Customer Service, to resolve complex disputes.

• Consistently met or exceeded monthly resolution targets, with a high card member satisfaction rating.

• Implemented process improvements to reduce dispute resolution time by 30%.

• Analytical and problem-solving skills.

• Excellent communication and customer service skills. • Strong knowledge of payment industry regulations and American Express policies.

Ability to work in a fast-paced environment, prioritizing multiple tasks, and meeting deadlines.

• Handled incoming calls and directed callers to appropriate department or employee.
• Maintained responsibility for all inquiries, concerns and complaints, resolving matters effectively and to satisfaction of customers.
• Resolved customer inquiries in a timely manner while adhering to service level agreements.
• Documentation and Reporting: Maintain accurate records of interactions, and escalate complex issues as necessary, generating comprehensive reports for management review.
• Product Knowledge: Stay updated on Airbnb's services and features to provide accurate information and recommendations to customers.
• Empathy and Conflict Resolution: Demonstrate empathy towards customers' concerns, and employ effective conflict resolution techniques to diffuse tense situations.

• Quality Assurance: Ensure service quality by adhering to established service level agreements (SLAs), and continuously seeking opportunities for improvement.

• Cross-functional Collaboration: Collaborate with other teams, such as Trust & Safety, Operations.

• Collaborated with hiring managers to understand their staffing needs and develop recruitment plans accordingly.
• Worked cross-functionally with our cross-functional partners, including IT, HR Operations, Legal, HRBPs, and internally within Recruiting.
• Created and posted job descriptions on multiple platforms to attract qualified candidates.
• Conducted initial phone screenings with prospective candidates.
• Proficient in Microsoft Suite, Outlook, and Excel.
• Experienced in working with an Applicant Tracking System (Greenhouse), interview scheduling tools (preferably Zoom or Modern Loop), HRIS tools (Workday), and other recruiting and HR-related systems.
• Coordinated and managed the external hiring and internal change job processes for candidates globally, including scheduling interviews, generating offer documents, managing background screenings, and ensuring the completion of onboarding tasks.
• Interpreted and explained human resources policies, procedures or regulations.
• Analyzed data from applicant tracking systems to identify trends in the recruitment process.
• Managed full-cycle recruiting processes, from initial sourcing to offer negotiation.