1. PUNEET KOHLI puneetkohli1980@gmail.com
D-502, New Jyoti CGHSLtd, Sector4,
PlotNo- 27, New Dehi- 110078
9818258925
A confident, multi-skilled professional with an extensive experience in MIS and
Reports, Data Analysis,Dispute Management, Quality Assurance, Operation
Management, Customer Relationship Management and Team Management. In
addition, conversant with accounting concepts and procedures and well versed with
Tally 9.0 and advance excel.
Keen customer centric approach with skills in addressing client priorities and
resolving escalations within prescribed TAT, thereby attaining client delight and high
compliance scores. Deft in handling customer service operations for rendering &
achieving quality services-providing customer support by answering queries &
resolving their issues.
EXPERIENCE
AEGIS, Gurgoan Haryana
NodelOfficer/AppellateOfficer- October ‘15-
September 7, 2016
Supporting the clients of Airtel through the Helpdesk
function and resolve issues related to billing and network
faults and troubleshooting.
 Timely redressal of grievance of consumers
 Provide operational and technical support to computer
users and interacts with external suppliers of
technology.
 Appeal toappellate authorityfor redressal of consumer
grievances
 In additiontoinstall andconfigure personal computers,
printersandperipheral equipment, assist with capacity
planning for computers and networks, provide support
to clients.
 Investigate andresolve the disputesrelatingtobilling of
customer’s phone.
 Preparingandprovidingcustomized reports and data to
the seniors.

2. Steria India Limited,Noida
Senior Process Associate- 2004-2013
Has worked with in the Backend Operations of Barclays
Bank UK Limited for Credit Card Division- Chargeback.
Responsible for managing the entire gamut of operations
related with Reconciliation of Client Account and Research
on their Discrepancies.
 Holds the distinction of resolving customer’s queries
relatedwiththeirdisputesonCredit Cards, Debit Cards,
Switch Cards and Reconciliation of Accounts of
particular portfolios.
 Also demonstrated excellence in managing the entire
life cycle of Chargeback as per MasterCard and VISA
regulations with accountability of settlement &
chargeback processing.
 Instrumental in assisting the Front End in resolution of
customers’ queries by working in coordination with
ConsumerTransactionMonitoringUnit,Internal Control
& Fraud Monitoring Unit.
 Carriedoutend-to-endanalysisof customersatisfaction
feedbacks.Successfullyreducedcomplaintsbyover60%.
SKILLS
 Possess analytical and problem solving skills
 Well versed with MS Office and Internet
Applications
 Strong Excel Skills and Advance Excel Skills
 Experience in using SAP and accounting systems
 Working knowledge of Tally
ACADEMIC
CREDENTIALS B.Com. fromDelhi Universityin2002
AWARDS AccreditedwithPatonthe Back, Star Team awards
and Superstaraward for processexcellenceand
processimprovement.
DOB 30th
November, 1980
MARITAL STATUS Married