Suhani Bansal
Meerut city
Summary
To enhance my professional skills , capabilities and knowledge in an organisation which recognises the value of hard work and trusts me with responsibilities and challenges A proactive and dedicated customer service professional with extensive experience in managing customer inquiries, resolving complex issues, and ensuring client satisfaction through multiple communication channels. Skilled in collaborating with cross-functional teams to improve customer experience and drive business success.
Overview
5
5
years of professional experience
6061
6061
years of post-secondary education
Work History
Customer Service Representative
Airbnb
Gurugram
09.2025 - Current
- Handle inbound/outbound calls to verify bookings and investigate suspicious activities
- Authenticate users (guests/hosts) using security and KYC protocols
- Identify and prevent fraud related to payments, account misuse, or fake listings
- Take actions like account restriction, transaction blocking, or case escalation
- Provide clear support to customers while ensuring a positive experience
- Document all interactions and update cases accurately in CRM systems
- Follow fraud prevention policies, compliance, and data security standards
Customer Service Associate
ManpowerGroup Services India Pvt. Ltd. (American Express)
Gurugram
01.2025 - 08.2025
- Initial Verification: When a merchant applies to accept American Express, they'll need to provide information and documents to verify their identity and business details.
- Handle customer interactions through calls, email, or chat.
- Resolve queries and provide timely solutions.
- Maintain accurate records and update systems regularly.
- Meet performance targets and quality standards.
- Escalate issues when necessary.
- Follow company policies and compliance guidelines.
Fraud Analyst (Fraud Care Voice)
Barclays bank plc.
Noida
06.2024 - 12.2024
- Monitored and analyzed daily alerts and escalated high-risk cases to senior fraud analysts for further review.
- Handle customer interactions via calls to verify and investigate suspicious transactions.
- Analyze accounts and activities to identify potential fraud risks.
- Authenticate customers using security protocols and KYC guidelines.
- Take appropriate actions such as blocking cards, flagging accounts, or escalating cases.
CRM Analyst
Chime Financial, Inc.
Indore
02.2021 - 07.2022
- Fraud CRM Analyst at Chime is responsible for identifying, investigating, and preventing fraudulent activities within the company's customer base.
- Handle inbound and outbound customer calls professionally.
- Address queries, complaints, and service requests effectively.
- Provide accurate information and quick resolutions.
- Maintain call quality and ensure high customer satisfaction.
- Update customer details and interaction records in systems.
Education
10th -
cbse board
12th -
cbse board
BBA - Human resource
DAVV university
Skills
- Communication skills
- Libre office
- Microsoft Excel
- HTML
- SQL(Simple query Language)
- Hard working
- Love to manage things
- Positive attitude
- Issue escalation
Hobbies and Interests
- Listening to music
- Acting
- Cooking
- Traveling
Personal Information
- Date of Birth: 11/03/2000
- Gender: Female
- Nationality: Indian
Languages
- English
- Hindi
- English
Languages
Hindi
First Language
English
Upper Intermediate
B2
Timeline
Customer Service Representative
Airbnb
09.2025 - Current
Customer Service Associate
ManpowerGroup Services India Pvt. Ltd. (American Express)
01.2025 - 08.2025
Fraud Analyst (Fraud Care Voice)
Barclays bank plc.
06.2024 - 12.2024
CRM Analyst
Chime Financial, Inc.
02.2021 - 07.2022
10th -
cbse board
12th -
cbse board
BBA - Human resource
DAVV university