Reshma Dindial
Kissimmee,USA
Summary
Dynamic leader with a proven track record at CardWorks Servicing, enhancing customer trust and loyalty through innovative customer retention strategies and creative problem-solving. Skilled in Salesforce CRM and maintaining calm under pressure, I've significantly improved service delivery, achieving notable customer satisfaction. Expert in building strong teams and fostering professional relationships, driving forward company objectives with confidence and efficiency.
Overview
13
13
years of professional experience
Work History
Fraud & Non Fraud Manager
CardWorks Servicing
Lake Mary, FL
01.2023 - Current
- Facilitated team meetings and workshops to foster collaboration and share best practices
- Managed vendor relationships by negotiating contracts and ensuring timely delivery of goods and services
- Led a team of 13 employees, ensuring high productivity and excellent customer service
- Utilized document management system to organize company files, keeping up-to-date and easily accessible data
- Implemented strategies for automating organizational processes
- Tracked employee vacation, personal and sick leave earnings and use
- Collaborated with external auditors during annual audits, providing necessary payroll records and explanations
- Researched discrepancies in payroll data and provided corrective action when needed
- Analyzed customer service metrics including response time, resolution rate
- Maintained current knowledge of company products, services, policies, and procedures
- Participated in meetings with department heads to discuss staff scheduling needs
- Researched employee benefit and health and safety practices, recommending changes or modifications to existing policies
- Developed new-hire training materials regarding all attendance and schedule matters
- Managed communication between managers, employees, payroll administrators, and third-party vendors
- Maintained records of employee absences, tardiness, and other time-related issues
- Provided technical support for internal software applications used for tracking employee hours
- Analyzed current workforce management practices to ensure compliance with applicable laws and regulations
Dispute Engagement Associate
CardWorks Servicing
Ny, NY
02.2022 - Current
- Investigated and resolved customer inquiries and complaints quickly
- Responded proactively and positively to rapid change
- Exhibited high energy and professionalism when dealing with clients and staff
- Delivered prompt service to prioritize customer needs
- Met customer call guidelines for service levels, handle time and productivity
- Educated customers about billing, payment processing and support policies and procedures
- Responded to customer requests, offering excellent support and tailored recommendations to address needs
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly
- Maintained up-to-date knowledge of product and service changes
- Trained new personnel regarding company operations, policies and services
- Answered average of Number calls, emails and faxes per day, addressing customer inquiries, solving problems and providing product information
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions
- Communicated professionally with colleagues, freelancers and clients
Client Specialist
Link Homecare
Jamaica, NY
10.2019 - 05.2021
- Conducted case management activities and services with multidisciplinary team
- Responded to all client inquiries and asked appropriate questions to facilitate resolution
- Provided information and referrals to community partners and other treatment providers
- Verified basic needs are being met, providing navigation assistance for various benefits and available services
- Provided excellent customer service by following up with clients, mailing out applications and responding to incoming calls
- Advocated for and acted as liaison to other community-based providers and resources and other benefits, housing, vocation training and employment opportunities
Administrative Assistant
Surindra Prasad
Jamaica, NY
08.2016 - 10.2019
- Coordinated travel arrangements by booking airfare, hotel and ground transportation
- Restocked supplies and placed purchase orders to maintain adequate stock levels
- Sorted and distributed office mail and recorded incoming shipments for corporate records
- Maintained staff directory and company policy handbook for human resources department
- Interacted with vendors, contractors and professional services personnel to receive orders, direct activities and communicate instructions
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors
- Managed Access databases converting complex data into easy-to-interpret data
- Supported efficient meetings by organizing spaces and materials, documenting discussions and distributing meeting notes
- Coached new employees on administrative procedures, company policies and performance standards
- Created PowerPoint presentations for business development purposes
- Created detailed expense reports and requests for capital expenditures
Sales Associate
Mohammed
Jamaica, New York
05.2012 - 07.2016
- Prepared merchandise for sales floor by pricing or tagging
- Engaged with customers to effectively build rapport and lasting relationships
- Helped customers locate products and checked store system for merchandise at other sites
- Provided positive first impressions to welcome existing, new and potential customers
- Trained and developed new sales team associates in products, selling techniques and company procedures
- Grew sales and boosted profits, applying proactive management strategies and enhancing sales training
- Worked alongside retail representatives to enhance product presentations and advertising collateral
- Organized racks and shelves to maintain store visual appeal, engage customers and promote specific merchandise
- Processed product returns and assisted customers with other selections
- Solved customer challenges by offering relevant products and services
- Increased sales by offering advice on purchases and promoting additional products
Education
Associate of Business Administration -
Queens College
Flushing, NY06.2021
High School Diploma -
John Adams High School
Ozone Park, NY06.2013
Skills
- Customer Retention Strategies
- Responding to Difficult Customers
- Efficient and Detail-Oriented
- Creative Problem Solving
- Customer Data Confidentiality
- Calm and Professional Under Pressure
- Understanding Customer Needs
- Building Customer Trust and Loyalty
- CRM Software
- Multitasking and Prioritization
- LiveChat Messaging
- Multi-Line Phone Systems
- Salesforce CRM
- Inbound and Outbound Calling
- Establishing and Maintaining Customer Relationships
Timeline
Fraud & Non Fraud Manager
CardWorks Servicing
01.2023 - Current
Dispute Engagement Associate
CardWorks Servicing
02.2022 - Current
Client Specialist
Link Homecare
10.2019 - 05.2021
Administrative Assistant
Surindra Prasad
08.2016 - 10.2019
Sales Associate
Mohammed
05.2012 - 07.2016
Associate of Business Administration -
Queens College
High School Diploma -
John Adams High School