Summary
Overview
Work History
Education
Skills
Timeline
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Vidushi Nayyar

Vidushi Nayyar

Master Disputes Analyst
Gurgaon

Summary

To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.

Overview

6
6
years of professional experience

Work History

Master Dispute Analyst

American Express India Campus
06.2024 - Current
  • Proactively sought feedback from team members on potential improvements to the dispute management process, fostering an environment of constant innovation and growth.
  • Conducted root cause analysis on recurring disputes, identifying areas for process enhancements that led to increased operational efficiency.
  • Served as a subject matter expert within the organization on all aspects of dispute management, providing guidance when needed during complex cases or escalations.
  • Managed high-volume caseloads, ensuring timely resolutions while maintaining accuracy and attention to detail.
  • Provided ongoing training for new team members, fostering a culture of continuous learning and professional growth.
  • Managed escalations from clients or other internal departments, addressing concerns in a timely and professional manner to maintain positive relationships.
  • Conducted thorough quality checks on all reports, ensuring accurate and reliable results.
  • Supported strategic planning initiatives by providing timely insights based on thorough analysis.

Senior Dispute Analyst

American Express India Campus
01.2022 - Current
  • Managing POD (Point of Departure) channel of disputes since February 2023.
  • Analyzed, researched & resolved customer complaints, disputes, and chargebacks, as well as identifying and managing the risk factors that lead to them
  • Supported POA (Point of Arrival) effective May 2022 to January 2023 as Dispute Analyst.
  • Used sound judgment and available resources to make well-informed decisions for case approval or denial.
  • Organized CEAT ( Colleague Engagement Activity) and EEAT (Employee Engagement Activity) Mid Month Madness every month for all teams within directorate and Disputes in whole.
  • Mentored new hires through shadowing sessions and one-on-one coaching sessions, improving their skills development trajectory significantly.
  • Assisted with risk assessment initiatives by providing detailed information about past dispute cases.

Senior Customer Service Analyst

American Express India Campus
12.2019 - 01.2023
  • Performed well as Customer Care Professional in Live Engage and Mobile Messaging USA from December 2019 to December 2021.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
  • Resolved concerns with products or services to help with retention and drive sales.

French Language Expert

Cnx (Amazon.fr & Amzon.de)
10.2018 - 12.2019
  • Worked as Senior French Language Analyst at Amazon.fr & Amazon.de in CNX.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Responded to customer requests for products, services, and company information.
  • Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
  • Participated in team meetings and training sessions to stay informed about product updates and changes.

Education

Bachelor of Arts - Economics, India

GGDSD
Chandigarh, India
04.2001 -

Skills

Microsoft Office

Investigation techniques

Transaction monitoring

Dispute Mediation

Credit Card Operations

Problem-Solving

Time Management

Problem-solving abilities

Multitasking Abilities

Decision-Making

Document Preparation

Team Collaboration

Analytical Thinking

Timeline

Master Dispute Analyst

American Express India Campus
06.2024 - Current

Senior Dispute Analyst

American Express India Campus
01.2022 - Current

Senior Customer Service Analyst

American Express India Campus
12.2019 - 01.2023

French Language Expert

Cnx (Amazon.fr & Amzon.de)
10.2018 - 12.2019

Bachelor of Arts - Economics, India

GGDSD
04.2001 -

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Vidushi NayyarMaster Disputes Analyst