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This document provides a summary of an individual's professional experience including their contact information. They have over 3 years of experience in operations, process and people management, quality and productivity. Previous roles include Team Captain at American Express, Global Candidate Care Specialist at Prometric Testing, and Digital SME-Sales at FIS Global Solutions. Their education includes a Graduate Certificate in Strategic Marketing Communication and a Bachelor of Mass Communication.

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Smarth Oberoi
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39 views

Baocv

This document provides a summary of an individual's professional experience including their contact information. They have over 3 years of experience in operations, process and people management, quality and productivity. Previous roles include Team Captain at American Express, Global Candidate Care Specialist at Prometric Testing, and Digital SME-Sales at FIS Global Solutions. Their education includes a Graduate Certificate in Strategic Marketing Communication and a Bachelor of Mass Communication.

Uploaded by

Smarth Oberoi
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
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Bhavya Pradeep Ahuja

Kitchener, ON
+1 (437) 557 4779
[email protected]

SUMMARY
A “Performance Driven Professional” bringing in an enhanced business acumen, along with a
record of achievements in implementing new concepts with over 3+ years of career. A high
performing management executive in Operation, Process & People Management, Quality &
productivity, Client Relationship, Audit & midstream rules-based underwriting and support
function. With excellent interpersonal, communication & organizational skills with an expertise
in various operational functions of business.

CORE PROFICIENCIES
Communication | Customer Service | Process Management
Subject Matter Expert | Quality Analyst | Sales

PROFESSIONAL EXPERIENCE

American Express, Gurugram, India


12/21 to 09/22

Team Captain

 Provided service and support to USA and Canada based Merchant, Processors, MS TSC,
Banking, SRG/KOAT, Contract Review, Network Development.

 Provided quality and timely completion of Merchant requests related to Banking


Updates /Maintenance on existing merchant accounts/New Account setups, payment
research and account reconciliation

 Adhered to SLA’s and Workarounds and requires timely completion of a case to enhance
merchant experience.

 Responsible for handling of outbound and inbound calls and/or from financial
institutions, Merchants, and internal customers.
 Ensured timely execution of cases and following strict deadlines for enhanced merchant
experience
Prometric Testing Pvt ltd, 09/20 to 12/21

Global Candidate Care Specialist

 Followed company guidelines in issuing Promo Codes/Emergency Vouchers whilst


adhering to Contact Centre policies and procedures. Achieve and maintain all key quality
and productivity metrics.

 Escalated unresolved candidate grievances to designated departments for further


investigation.

 Responded to incoming chats within a specified timeframe according to company


guidelines.

 Responded to incoming emails within a specified timeframe according to company


guidelines.

 Responded to incoming calls within a specified timeframe according to company


guidelines.

FIS Global Solutions Ltd 06/19 to 09/20

Digital SME- Sales

 Responsible for training new hires with process knowledge, updating them with client
updates, barging chats digitally to ensure quality and business standards were met.

EDUCATION AND PROFESSIONAL DEVELOPMENT

 Pursuing Graduate Certificate in Strategic Marketing Communication

 Bachelor of Mass Communication, Jai Hind College, India June 2021

 Senior Secondary School Examination, DAV Public School, Delhi, India

ADDITIONAL CREDENTIALS

TECHNICAL SKILLS Microsoft Office, Outlook, Remote Communications

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