Akanksha Puri

Key Result Areas:• Key account management for assigned clients like - Target Corporation ,J.C. Penney, Inditex and many otherglobal as well as local clients• Performing daily tasks which includes client booking handling, service delivery for their inspection and auditrequirements within the given TAT's, issuing them Proforma Invoices and collecting payments• Communicating with Clients / Suppliers / Factories and working with global teams on developing new client SOP'sand database maintenance for smooth functioning of operational activities• Working on client online portals, maintaining data accuracy, fetching new product's insights from client websitesand working with the technical team to provide accurate solutions for their requirements based on specificproduct categories• Responsible for coordinating between various departments like - technical inspector and audit department, reviewdepartment, IT and accounts department to provide on time solutions to clients• Handling customer escalations and complaints. Resolving them in a timely manner and escalating to appropriatelevel of management• Performing root cause analysis and taking appropriate corrective as well as preventive actions for workingtowards continuous improvementHighlights:• Received Certificate of Appreciationin Dec'20 for contribution and continued support in Operations.

Key Result AreasasExecutive Customer Service:• Managed disputes raised by the customers and provided timely resolutions to them on a day-to-day basis; acted asan intermediary between merchants & customers so as to resolve their disputes for maintaining healthy relations• Engaged in managing refunds and reversals for the disputes raised; identified and reviewed frauds by merchantsor customers thereby reducing company losses• Studied specific needs of the customers and offered befitting services to win their delight; developed systems to monitor customer satisfaction & work towards achieving high satisfaction metrics• Adopted a proactive approach for providing resolution of employee grievances and maintained cordialmanagement employee relations• Set out quality standards for various operational areas, ensured a high-quality customer experience, whileadhering to the SLAs and work processes; created awareness for driving the projects and process improvementstrategy & methodology for ensuring maximum operational efficiency• Engaged in calling customers and resolving highly escalated complaints through ticket closure and emailing the same to the concerned customer• Administered overall functioning of processes, identified improvement areas and implemented adequate measuresto maximize customer satisfaction level; managed service operations for rendering quality and provided first linecustomer support by answering queries & resolving their issues, ensuring minimum TAT and accuracyKey Result Areas as Executive Financial Operations:• Managed daily financial operations of the payment gateway• Performed reconciliation and settlement of the transactions on the allotted banks within TAT• Engaged in managing refunds and reversals on a daily basis for resolving bank issues• Acted as a one-point contact between Banks and Merchants to ensure smooth flow of operations• Assisted other internal departments by resolving the queries related to transactions, refunds & chargebackHighlights:• Recognised with many inter-department awards and E-appreciations for such as Top-Gun award for resolvingover 2000 disputes in a month• Successfully implemented automation programs for operational excellence, thereby leading to an increase in efficiency(process and human resource)• Retained clients such as limeroad.com, ebay.com and OYO• Provided high quality services to outbound customers in areas such as payments failures, chargeback and refunds• Secured business for the organization by completing assigned targets within the given time frame

Key Result Areas:• Maintained customer satisfaction and service level at the given outlets of the organization• Conducted mystery shopping and audits from time to time and worked to improve the outlet scores• Resolved customers issues and complaints on a regular basis; interacted with the customers and employees and utilized the feedback for improvement of products and services offered• Introduced new CRM techniques and MIS to reduce the time spent on manual analysis so that complaints and issues could be resolved early