Yashica Sharma

About Yashica Sharma

Dynamic professional with expertise in customer service, quality assurance, and workforce management. Skilled in process optimization, data analysis, and tools like SAP and Microsoft Dynamics NAV. Proven track record in enhancing customer satisfaction and operational efficiency. Awarded \"Star Performer\" for exceptional performance. Passionate about driving results, innovation, and fostering teamwork to achieve business goals. Adept at resolving escalations and implementing strategic initiatives for organizational success.

Experience

1. Senior Process Executive

   Infosys BPM

   Jun 2025 — Present · Pune, IN

   Key Responsibilities:De-escalation & Communication:Use expert de-escalation skills to calm frustrated or upset customers, ensuring they feel heard and respected. Communicate clearly, confidently, and respectfully in both written and verbal channels.Cross-Functional Collaboration:Partner with internal departments (e.g, Operations, Compliance, Legal, Risk, Product Teams) to research, investigate, and resolve complex issues. Serve as a liaison between the customer and internal stakeholders to drive swift and accurate resolutions.Data & System Proficiency:Utilize multiple databases, systems, and tools to research customer concerns, track data, and ensure complete case resolution. Maintain accuracy and efficiency while multitasking.Fraud and Dispute Investigation:Review account activity to identify unauthorized or disputed transactions. Analyze patterns, assess risks, and determine the legitimacy of transactions.Customer Interaction & Claim Validation:Engage with customers to gather transaction details, clarify concerns, and validate claims. Provide clear guidance on the claims process while delivering a positive customer experience.Claims Processing:Accurately file and process fraud and dispute claims in accordance with regulatory requirements (e.g, Reg E, Reg Z) and internal policies.Account Security:Take immediate and appropriate action to secure customer accounts when potential fraud is identified, including placing holds, initiating account changes, or escalating urgent issues.Compliance & Quality Standards:Ensure all actions and communications adhere to regulatory requirements, company policies, and quality assurance standards.

Education

• University of Calcutta

  Bachelor of Commerce

  2017 — 2020