Neetu Talwar

Experience

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  HDFC Bank

  Feb 2007 - Dec 2009

  Sales Floor Team Member

  Worked in Customer Care Division In Credit Cards AlsoResolving Queries Of CustomersTechnical ProficiencyExcel, Power point, Internet Applications.

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  Aviva India

  Nov 2010 - Dec 2011

  Insurance Manager

  Worked with AVIVA life insurance India Pvt. Ltd. Headoffice Gurgaon as a product expert from 15th Nov 2010 till 10th Dec2011. (Looking after pan India customer query and cross sellinginsurance products of the company).• As per the requirement prepare the PPT for Weekly reviews.• Supporting TL with retention activities, and handling employeegrievances

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  Jabong

  Sept 2013 - Nov 2015

  Customer Service Operations Manager

  Receiving calls and resolving the complaints on calls andemails.• Prepare reports for periodic management reviews• Prioritize work to meet deadline• Support Agents during production for queries, escalations• Responsible for the team in absence of Team Leader for all teamrelated activities• Coaching agents on gaps identified through Audit

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  BT Group

  Oct 2018 - May 2022

  Dispute Analyst

  • Schedule the Openreach engineer to complete the installation and repairing work.• Coordinate with Openreach engineers and contractors to closely monitor the work and assist them to close it within define timeline.• Identify the actual fault whether it’s in BT network(Exchange, UG cable, PCP/SCP, NTE) or within customer domain(Router/Customer Hub).• Handling multiple CP dispute and escalation regarding incorrect billing and resolve them within TAT.• Responsible for multiple process and team reportings.• Perform team quality audit and identified the common trends or mistake doing by the team members.• Conduct the knowledge session for team members to mitigate the process knowledge gap• Schedule the Openreach engineer to complete the installation and repairing work. • Coordinate with Openreach engineers and contractors to closely monitor the work and assist them to close it within define timeline. • Identify the actual fault whether it’s in BT network(Exchange, UG cable, PCP/SCP, NTE) or within customer domain(Router/Customer Hub). • Handling multiple CP dispute and escalation regarding incorrect billing and resolve them within TAT. • Responsible for multiple process and team reportings. • Perform team quality audit and identified the common trends or mistake doing by the team members. • Conduct the knowledge session for team members to mitigate the process knowledge gapSkills: Business Analysis · Business Process Improvement · Problem Solving · Analytical Skills · Team Building · Quality Auditing · Billing Process · Customer Escalation Management · Business Operations · Microsoft Excel · Reporting · Dispute Resolution Show less

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  Gameskraft

  May 2022 - now

  Looking after the cyber cases reported from the law enforcement agencies, replying to the emails. Support super critical cases over phone/text on 24/7 basis. Perform Legal research and risk analysis. Identify and manage cyber risks, implementing controls to reduce them. In the event of any incident, to connect and liasions with Government officials for timely resolution & ensures smooth functioning of operations. Work with legal team on cyber cell complaints and find out ways to reduce those. SPOC for all Litigation support/ Cyber Crime/ Feild Work for Law Enforcement Department Maintain excellent Liasion with all Law enforcement and other Govt. departments Assist police with their investigations by sharing timely data as per the notices U/S 91 CRPC of IPC. Carry out Risk Assessment & update the Risk register with mitigation plans Work closely with peer departments like HRBP, Physical Security team & facilities SPOC for Women employee grievance handling Carry out Internal Audit checks of all the Confidential data Event Security Show less

  • Law Enforcement & Corporate Security Safety

    Oct 2023 - now

  • Assistant Manager Compliance

    May 2022 - now