Asmita Sharma Email & Phone Number

Delhi, India

Gurugram, Haryana, India

Engage with clients to implement their order, determine client action items, set expectations on timing of deliverables,and guidance during the installation process. Contribute to low customer time to adoption through Onboarding and Training.• Coordinate all aspects of the client onboarding lifecycle.• Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams.• Responsible to onboard the customer by understanding the requirements and providing optimum solutions.• Took ownership of customer issues reported and ensuring they are resolved satisfactorily. • Research, diagnose, troubleshoot, and identify solutions to resolve customer issues.• Retained accounts by addressing potential cancellations and offering catered solutions to maintain account status. • Ensure high level of customer satisfaction in customer support. • Coordination with different teams across the globe to get a proper resolution on time to resolve the cases/ tickets.• Interacting directly with the teams involved in the priorities and helping in setting up the correct priority of the ticket basis the user affected and then working on the tickets accordingly.• Played the key role of System administrator for integrations related queries of the clients.• Collected customer feedback and made process changes to exceed customer satisfaction goals.• Achieved high satisfaction rating through proactive one-call resolutions of customer issues.• Recommended products to customers, thoroughly explaining details.• Engage with clients to implement their order, determine client action items, set expectations on timing of deliverables, and provide phone assistance and guidance during the installation process. • Contribute to low customer time to adoption through Onboarding and Training • Coordinate all aspects of the client onboarding lifecycle • Follow standard procedures for proper escalation of unresolved issues to the internal team.

Delhi, India

PROCESS – Identity and Access Management— Administration of system access of all NatWest Group across the globe. — Responsible for provisioning activity for JML (Joiners/Movers/Leavers) based on the RBAC model which involves creation/deletion of user’s login details on multiple domains, providing application access, amending access levels, and removing application access for users in around 300+ applications. — Handling and resolving access-related issues, queries and escalations from customers. — Rewarded for 12 Risks (STBs Ideas) that helped in the prevention of Bank Financials and Reputation Loss and helped in the betterment of customers’ journey. — Maintaining and achieving data accuracy and working efficiently under pressure and keeping deadlines. — Ensures Risk implementation and execution in a timely manner. EXTRA RESPONSIBILITY DURING PANDEMIC (MORTGAGE PROCESS): — Registration of complaints about Mortgage, loans, and overdrafts and their related policies. — Identified and investigated unauthorized/suspicious fraud claims and high–risk transactions with accounts. — Monitored current trends in the fraud landscape and maintenance of returns related to fraud. — Auditing and verification of customers' documentation for further Data Gathering.