Purva Arora
Lead Dispute Specialist
Noida,India
Summary
An inquisitive mind keen on fulfilling the customer’s needs and demands by building a bridge of trust and connectivity.
Systematic Lead Customer Service Representative committed to simultaneously handling customer and associate needs. Thorough and skilled researcher possessing first-rate communication and analytical problem-solving abilities. Focused on increasing team performance by defining and clarifying goals, responsibilities and roles.
Overview
10
10
years of professional experience
Work History
Lead Customer Service Representative
American Express
08.2022 - Current
- Lead end-to-end handling of dispute cases, ensuring compliance and quality.
- Resolve all customer queries, and follow established procedures and protocols.
- Manage approximately 50-60 calls everyday
- Identify the mood, profile & need of the customers and leverage these details to offer the best suited benefits/products to the customer while being compliant with the laid guidelines.
- Highlight issues through feedback and recommend changes in workflow.
- Ability to take quick decisions and respond to customer inquiries.
- Selected for CVP Transform for an AI-driven innovation idea, demonstrating creativity and a technology-first approach to solving business challenges.
- Received multiple Drive Digital Awards in acknowledgment of leading improvements in digital adoption processes and operational excellence initiatives
PROCESS ADVISOR
BARCLAYS PARTNER FINANCE
09.2019 - 08.2022
- Assessed card member's financial situation to determine eligibility for appropriate financial relief program.
- Conducted detailed Income & Expenditure ( I&E) assessments to evaluate repayment capacity.
- Establishing an understanding in regards to their short and long term needs
- Recommended and implemented best-fit financial relief plans in line with internal policies and regulatory guidelines.
- Provided empathetic yet firm customer engagement to balance customer support and risk mitigation.
BRAND ASSOCIATE
M.B JEWELLERS AND SONS
09.2017 - 11.2018
- Analysing how brand is positioned in the market
- Taking brand ownership and providing the vision, mission, goals and strategies to match up
- Monitoring market trends
- Contacting celebrity stylists for sourcing jewellery
- Media buying
- Brainstorming new and innovative ideas for growth
- Actively participating in strategically creating social media campaigns
- Contacting designers to collaborate with the brands
- Handling a retail brand in Kolkata (Multi-designer store for jewellery) from its VM to sale strategies.
MANDATE CONSULTING
02.2017 - 09.2017
- PR and business Development- My daily responsibilities were to work on preparing ad campaigns, print media and events for existing clients like Honda, Haier, Advik, Maharani Basmati Rice
- I was Involved in the management of a five day eventWomen Economic Forum, held in May, 2017 and OOH Awards for Business World, in March, 2017.
PERFECT RELATIONS
10.2016 - 01.2017
- I was assigned four clients- Dish Tv, Meru Cabs, Videocon and Air India- the project was on creating press Releases, writing reports on media coverage data for the clients
- I was also Involved in managing client relations, coming up with PR Strategies, overseeing market research and created several dossiers for the clients on weekly basis which were highly appreciated.
ZEE MEDIA INDIA 24/7
06.2016 - 07.2016
- My daily responsibilities included preparing packages, creating graphics, and writing headlines for the organisation
- I also assisted in interviewing several celebrities and influencers.
Education
Bachelor's Degree in Journalism and Mass communication -
Amity University Noida
03-2016
Skills
Project ownership and process management
Escalation Handling
Excellent Verbal & Written Communication
People Leadership and Team Management
Fast learner
Service recommendations
Chargeback research
Timeline
Lead Customer Service Representative
American Express
08.2022 - Current
PROCESS ADVISOR
BARCLAYS PARTNER FINANCE
09.2019 - 08.2022
BRAND ASSOCIATE
M.B JEWELLERS AND SONS
09.2017 - 11.2018
MANDATE CONSULTING
02.2017 - 09.2017
PERFECT RELATIONS
10.2016 - 01.2017
ZEE MEDIA INDIA 24/7
06.2016 - 07.2016
Bachelor's Degree in Journalism and Mass communication -
Amity University Noida