Tripti Sharma

Customer Support (Uber Business Accounts) in a Wheelz Non-Voice Process

• Uber Business Account Support: Assist with setup & onboarding, manage ride access, handle billing/invoicing, resolve profile issues.
• Handled first-level issues and escalated complex cases, ensuring closure.
• Responded to customer queries via email, chat, and ticketing tools, ensuring accurate resolutions within SLAs to enhance customer satisfaction.
• Billing & Payment Support: Handle invoices, receipts, payment failures; process refunds/adjustments; ensure financial accuracy
• Ticket Management: Review, prioritize, resolve tickets; categorize issues; document cases properly.
• Collaboration: Coordinate with operations, tech, and finance teams for faster resolution.
• Identified recurring issues and suggested improvements, contributing to customer satisfaction (CSAT) and proactive solutions.
• Data Accuracy & Reporting: Maintain records, update CRM notes/status, assist in report generation.
• Process & Compliance: Follow SOPs/policies, maintain confidentiality, ensure Uber standards compliance.

• Debt Collection: Implemented strategies and communicated with customers on overdue payments to facilitate collections
• Evaluate customer credit profiles, oversee credit limits, and modify as required.
• Account Management: Maintain records, manage accounts, ensure timely collections
• Financial Reporting: Prepared aging reports, analyzed trends, and forecasted collections to inform financial decisions
• Resolved customer issues by establishing personalized payment plans to facilitate timely payments.
• Customer Relationships: Built positive relationships and resolved disputes to enhance customer satisfaction
• Compliance: Adhere to credit policies, maintain internal controls
• Attention to Detail: Ensure documentation accuracy, monitor discrepancies
• Collaboration: Align strategies with sales, finance, and other teams
• Technical Skills: Use Indecab (billing/receipts), Excel (analysis), Outlook (emailing)