Smita Deshpande

Background

About Smita Deshpande

A decade of experience with unparalleled skills in customer relations, risk operations and verification, credit history assessments, credit card fraud analysis, claim processing. Motivated to directly and efficiently address customer concerns head-on, develop proactive solutions and promote company products to build customer loyalty. JPMorgan Chase, Mumbai April 2006 -July 2014 Risk Operations Analyst, Fraud Claims May 2013-July 2014 • Service cardholders pertaining to claims they have filed on their debit card accounts. • Research on customer queries and accounts. • Making decision on whether to pay or deny claims by getting in touch with merchants. • Making calls to customers & merchants to have clear understanding of scenario. Credit Bureau Analyst, Cr Disputes Verification Feb 2011-Dec 2011 • Research on customer accounts & their credit reports to provide resolutions on queries and issues on their accounts including their credit reports. • Making updates, corrections & deletions of information on cardholder’s credit report & accounts. • Formatting & sending letters to cardholders & third parties informing them about the changes made. • Do case monitoring & scoring for other team members on a weekly basis. Accomplishments: • Received Appreciation letters from customers for excellent customer service and quick issue resolution. Financial Service Advisor, Card Activation April 2006-Jan 2011 • Provide excellent customer service on calls and get their issues resolved. • Ensure to achieve sales & balance transfer targets. • Monitored calls on customer engagement for the team. • Assist Supervisor in handling new recruits in training & ensuring their certification in an allotted time – frame. • Undertake presentation on new updates for the team. Intelenet Global Services (TCS) Mumbai June 2004 -April 2006 Sr Customer Service Executive, Barclays Jan 2006-April 2006 • Provide excellent service to customers over the phone & get their issues resolved. • Strive for achieving General Insurance targets. Customer Service Representative, Household Cr Card June 2004 – Dec 2005 • Provide excellent customer service on calls & get their issues resolved. • Ensure achievements of Sales targets A short stint with Lodha Group, Mumbai serving as a Sr. Executive, Customer Service aiding in step-by-step formalities, payments & paperwork.