Neha Poudyal

• Provided leadership in managing incidents and social media inquiries to deliver prompt and efficient customer solutions.
• Collaborated with the marketing team to design promotional offers, draft customer communications, and oversee the rollout of new marketing vouchers.
• Resolved critical executive escalations by liaising with customers directly, ensuring satisfactory outcomes.
• Partnered with the legal and privacy teams to handle sensitive situations, aligning incident processes with applicable laws and privacy practices.
• Partnered with legal and privacy teams to align operational processes with regulatory standards, ensuring compliance in sensitive situations.
• Revised the incident guide to reflect current operational and legal standards.
• Supported live operations, including monitoring, flagging follow-ups, and mentoring teams for adherence to KPIs.
• Played an active role in large-scale projects, including Agentworkspace relaunch, Ravelin Refund API improvements, and Skip+ post-launch support.
• Conducted workshops and created process documents for escalations, refunds, customer segmentation, and compliance initiatives.
• Conducted regular audits of financial actions (e.g., gift card issuance, refunds) to identify fraud or non-compliance.
• Audited the total refund amounts, additional credits provided, and budget overages, creating detailed summary reports and flagging advisors with high refund credits without proper approvals.
• Collaborated with cross-functional teams to audit financial data, ensuring compliance with operational budgets and reducing risks associated with refunds and credits.
• Conducted budget analysis to identify the most frequent reasons for refunds being processed and created a new process flow to control refund amounts. Successfully monitored the impact of the new refund process, identifying and mitigating potential risks and outliers post-launch.
• Regularly monitored customer feedback on social media and took proactive steps to address concerns, strengthening client trust.
• Identified potential referral opportunities during customer interactions and passed leads to the appropriate teams, ensuring seamless follow-through
• Provided recommendations for upselling and cross-selling based on customer preferences and service history.
• Collaborated with advisors to explore new avenues for customer engagement, improving portfolio participation rates.
• Designed personalized communication strategies to explain new promotions and vouchers tailored to client needs.
• Created compliance training materials for team members to ensure alignment with organizational standards and regulatory requirements.

Key Achievements:

• Led initiatives like the LOA Recall Project and Live-Ops Remediation, improving operational continuity and compliance.
• Created Zendesk Incident forms, customer segmentation setups, and other frameworks for seamless workflow execution.
• Played a critical role in operational shifts, post-Genesis activities, and real-time issue management.

• Spearheaded process improvements to enhance efficiency and client satisfaction.
• Analyzed and reported on refunds and credits, providing actionable insights to optimize team workflows.
• Handled executive escalations, connecting directly with customers to resolve high-stakes issues.
• Partnered with cross-functional teams to support marketing campaigns and promotional strategies.
• Managed team performance, ensuring alignment with KPIs and fostering a culture of excellence.
• Performed performance management of team members, achieving significant improvements in their productivity and engagement.
• Provided career guidance to team members, helping them achieve their desired career paths and professional growth.
• Conducted outreach to customers via emails and calls to explain promotional offers, enhancing client understanding of available benefits.
• Guided customers through complex processes (e.g., refunds, account adjustments), ensuring a smooth experience while providing personalized solutions.
• Used data analysis tools to track performance metrics such as refund trends, credit allocations, and customer satisfaction scores.

Key Achievements:

• Successfully launched Agentworkspace and collaborated with the Zendesk team for process optimizations.
• Oversaw projects that reduced inefficiencies by 6% and improved operational accuracy.
• Actively contributed to customer experience initiatives, enhancing satisfaction rates and reducing resolution times.

• Mentored and trained team members, enhancing service quality and operational standards.
• Conducted data analysis to streamline restaurant partner operations and reduce redundant processes.
• Identified areas in need of critical improvement and implemented strategies to achieve targets.
• Supported department leadership in implementing new policies, procedures and controls.

• Provided exceptional support to various stakeholders, demonstrating strong problem-solving and communication skills.
• Facilitated communication, conflict resolution, ensuring smooth operational flow and customer satisfaction.
• Resolved account or service problems by clarifying restaurant's complaint, determining cause of problem and selecting best solution to solve problem.
• Maintained thorough knowledge of restaurant's account and services to provide accurate information to them, increasing trust in the brand.

• Delivered comprehensive support to clients, addressing inquiries and resolving issues efficiently.
• Assisted clients with job placements, document processing, and visa applications, ensuring a smooth experience.
• Collaborated with internal teams to streamline operations and improve client satisfaction.
• Provided tailored advice and solutions based on individual client needs, demonstrating strong interpersonal and problem-solving skills.
• Managed communications and supported budgeting tasks to maintain seamless office operations.
• Managed multiple tasks simultaneously, ensuring all deadlines were met without compromising quality standards.