Shristy Saxena
Bangalore/Bengaluru
Summary
Dynamic professional with a proven track record in grievance handling and customer support, honed at @UIDAI with NISG and other leading companies. Excelled in utilizing Salesforce and Zendesk to enhance customer satisfaction and streamline issue resolution. Skilled in contract negotiation and client onboarding, achieving significant improvements in customer lifecycle management.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Grievance Officer
@UIDAI with NISG
Bangalore
08.2023 - Current
- Responsible for providing proper resolution for the grievance cases received through online (i.e.) PMOPG Portal, RTI, or Appeal.
- Provide proper resolution for the grievance cases received from residents through mail/post.
- Investigated and recommended whitelisting for Aadhaar Enrollment (EID) across all Regional Offices (RO) in India.
- Work on the set of complaints, segregate based on the risk levels, and ensure remediation.
- Perform an in-depth analysis to identify and eliminate duplicate enrollments.
- Suggested deactivation of Aadhaar to address duplication issues.
- Assist in any other work incidental to the resolution of grievances, and preparation of educational material.
- Work closely with internal and external teams on enrollment and authentication issues relevant to resident grievances, prepare concept notes, and follow up until the development of the solutions.
- Provide proper resolution for the grievance cases received from HQ, ROs, and other senior officials.
- Follow up with MSP for a proper solution for various service requests created.
- Propose solutions and process changes to prevent fraud.
- Any other task assigned by UIDAI.
Customer Support & Grievance Officer
Sacaya Technology
Bangalore
09.2021 - 07.2023
- Initiating outbound phone calls and email correspondence while owning all inbound borrower inquiries daily related to collections or loan servicing.
- Maintain customer relations while improving the company's DSO.
- Analyze accounts to determine risk, make collection calls regarding unpaid bill account balances, and apply payments.
- Analyze the customer’s portfolio to proactively set priorities in collection efforts.
- Skip tracing and account reconciliation.
- Provide weekly account and portfolio reviews to management and team members.
- Provide root cause analysis during customer phone calls to determine their ability to pay, and their understanding of their financial situation.
- Daily reports pulling and distributing the accounts among the team.
- Training and monitoring new joiners.
- Integrating problem-solving and negotiation skills to establish a successful resolution of borrower and account-related issues.
- Building a strong relationship with, and supporting students through the onboarding and repayment process, and addressing related payment queries.
- Understanding the product line and explaining all features to borrowers, including loan terminology, and payment logistics.
- Creatively utilizing resources to generate contact with delinquent borrowers.
- Collaborating with engineering and operations teams, and communicating my ideas for enhancements to the loan process and product.
- Analyze collection processes to recommend improvements.
Key Accounts Executive
Rentokil PCI
Bangalore
12.2018 - 08.2021
- Served as liaison for nationwide HNI customers such as Accenture, Google, Citrix, Wipro, and Dominos.
- Effectively managed client complaints to ensure swift resolution, and introduced the best practices to reduce complaints.
- Oversaw customer interactions from initial inquiry to follow-up service.
- Compiled and updated weekly reports.
- Managed invoice submissions promptly, ensuring follow-ups for timely payment collections.
- Recorded and managed customer information within the database.
- Oversaw timely fulfillment and shipment of product purchases.
- Prepare monthly reports on customer satisfaction.
- Offered training to new team members on company protocols.
- Handled account portfolios.
- Managed submission of quotations, price negotiation, and contract renewals.
- Maintained updated understanding of products and policies through regular communication with management.
- Negotiated contracts with key accounts to ensure favorable terms and conditions.
- Assisted in the development of marketing materials including brochures, flyers.
- Created presentations for use in client meetings to demonstrate product features and benefits.
- Coordinated with the customer service and support teams to address and resolve key account issues promptly.
- Coordinated with logistics and supply chain teams to ensure timely and accurate product delivery to key accounts.
- Presented new products and services to customers in order to drive revenue growth.
Team Member- Customer Support and Escalation Handling
American Express
Gurgaon
09.2015 - 11.2018
- Addressed grievances from American Express customers regarding credit cards.
- Embraced change and innovation in various settings.
- Streamlined the system for securing access.
- Generated detailed MIS reports.
- Updated and maintained daily MIS reports efficiently.
- Engaged in managing collections and retaining customers.
- Managed multiple tasks efficiently while maintaining high performance levels.
- Addressed incoming call-back requests initiated by both the emailing team and collections.
- Managed customer inquiries related to account closures, reconciled accounts, and arranged overseas card deliveries.
- Worked on account reconciling, statements reorder, credit issuance, card replacement, card cancellation, any fraud raised on a card, any dispute, card product change, the cashback earned, and late fee/interest waiver.
- Skilled in loading and extracting data from databases into a worksheet.
Education
MBA - Operations Management
EILLM University
Delhi04-2013
Bachelor of Science - General
MJP Rohilkhand University
01.2010
Skills
- Experience with Microsoft Freshdesk Solutions
- Zendesk Proficiency
- JIRA
- Experienced in Zoho Solutions
- Salesforce Platform Expertise
- Grievance handling
- Customer support
- Issue Escalation Management
- Excel Reporting Skills
- Complaint handling
- Collections processing
- Repayment negotiations
- Delinquent account management
- Billing and collections best practices
- Account management
- Payment arrangement
- Skip tracing
- Card activation
- Credit analysis
- Collections support
- Banking systems proficiency
- Contract negotiation
- Client onboarding
- Customer lifecycle management
Certification
Excel intermediate
Personal Information
- Gender: Female
- Marital Status: Married
Languages
Hindi
First Language
English
Proficient (C2)
C2
Kannada
Beginner
A1
Timeline
Grievance Officer
@UIDAI with NISG
08.2023 - Current
Customer Support & Grievance Officer
Sacaya Technology
09.2021 - 07.2023
Key Accounts Executive
Rentokil PCI
12.2018 - 08.2021
Team Member- Customer Support and Escalation Handling
American Express
09.2015 - 11.2018
Excel intermediate
MBA - Operations Management
EILLM University
Bachelor of Science - General
MJP Rohilkhand University
Similar Profiles
PRUDHVI REDDICHERLAPRUDHVI REDDICHERLA
Application Operations Engineer at Managed Services Application Provider For UIDAIApplication Operations Engineer at Managed Services Application Provider For UIDAI
Bikash Ranjan SwainBikash Ranjan Swain
Senior Technical Support Engineer at Softenger India Pvt Ltd, TECH CENTER ,PROJECT :- HPE MSIP UIDAI TECH CENTER, BangaloreSenior Technical Support Engineer at Softenger India Pvt Ltd, TECH CENTER ,PROJECT :- HPE MSIP UIDAI TECH CENTER, Bangalore
Adarsh ShuklaAdarsh Shukla
Kubernetes Developer (DevOps Engineer) at National Institute of Smart Governance (NISG)Kubernetes Developer (DevOps Engineer) at National Institute of Smart Governance (NISG)