Dipali Sharma

Enjoy my work and always give 100% to the work assigned to me. Best in escalation management.

1. Team Leader: Working with eFleet Systems Pvt. Ltd as  a Team Leader in Customer Support from March 2022 till date:

         Job Profile includes:

• Handling Team of 12-15 members.

• Monitoring daily workflow of customer service agents.

• Ensuring correct procedures are adhered.
• Enhancing team efficiency.
• Resolving high level escalation coming from Top Management.

• Communicating with a wide range of people, including inter department personals, vendors, directors and clients.

1. Senior Associate: Worked with Prudent IT Services Pvt Ltd as Senior Associate from August 2016 till March 2022. 

         Job Profile includes:

• Providing the information about the events happening in United States.
• Editing the provided content and ensuring the completion on time.
• Doing web research and analysis.
• Ensuring content should be error free and proving all the details.
• Maintaining the high quality of information provided to the customers

-     Communicating with customers and merchants in case of dispute/escalation and resolving the issue as per the company’s policies.

1. Team Member: Worked with FIS (American Express Disputes Department) from October 2011 till November 2014.

 Job Profile includes:

• Handling American Express Card member’s Disputes related with merchants and providing them resolution.
• Ensuring that the correct information is provided to the Card members.
• Processing Chargeback to the merchants.
• Providing maximum possible customer satisfaction within the spectrum of American Express policies.

• Done the mentoring for the new batches.

1. Senior Reconciliation Analyst (Billing and Payment Services) with American Express ® Service Centre, Gurgaon (July 2006 to December 2008).

         Job Profile includes:

• Using analytical skills and reconciling the American Express Credit Card Accounts for USA Card members
• Highest level available to resolve the issues on the Card members accounts related to Payments, Finance charges, Balances and various other areas.
• Providing maximum possible customer satisfaction within the spectrum of American Express policies.
• Ensuring that the written communication is error free.
• Provided support in the quality monitoring of the Team to ensure that the communications sent are error free.

• Post Graduation– M.B.A from Kurukshetra University, Haryana (through Correspondence Learning).
• Graduation – B.Com fromG.V.M Girls College, Sonepat, from RohtakUniversity.
• Senior Secondary – Shambhu Dayal Modern School, Sonepat .
• Secondary – Shambhu Dayal Modern School, Sonepat.