Lead Customer Care Professional - American Express - Gurugram, India
(2019-12)
- Managed account updates and billing questions for clients.
- Provided product knowledge to enhance customer experience.
- Educated customers on promotional offers and benefits available.
- Addressed complaints efficiently to ensure customer satisfaction.
- Resolved customer complaints in a timely manner.
- Provided product and service information to customers.
- Maintained accurate records of customer interactions and transactions.
- Listened attentively to customer needs, clarified information, researched every issue and provided solutions in a timely manner.
- Adhered to all applicable laws, regulations and standards when providing services.
- Monitored performance metrics related to customer care activities.
- Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.
- De-escalated customer issues with proven conflict mediation and problem-solving abilities.
- Researched resolutions, contacted necessary departments and responded to customer by phone, mail, or fax as follow-up.
- Promoted product offerings to drive growth and exceed benchmarks.
- Accumulated one year of experience in the Retentions Department, complemented by six months of service in Executive Complaints handling.
Subject Matter Expert - Convergys India Pvt. Ltd. - Gurugram, India
(2015-08 - 2019-11)
- Provided expert guidance on complex customer service processes.
- Collaborated with cross-functional teams to improve operational efficiency.
- Analyzed customer feedback to inform service improvements and strategies.
- Mentored junior staff, fostering a culture of knowledge sharing and support.
- Facilitated problem-solving sessions to address service challenges effectively.
- Offered one-on-one support for team members and managers to drive continuous improvement.
- Provided subject matter expertise during meetings with senior leadership team members in order to discuss potential opportunities or challenges.
Customer Service Representative - Convergys India Pvt. Ltd. - Gurugram, India
(2014-03 - 2015-08)
- Managed customer inquiries through phone, email, and chat channels.
- Resolved customer complaints by identifying issues and providing solutions.
- Updated customer information in the company database accurately and promptly.
- Educated customers on product features and usage effectively.
- Provided excellent customer service to resolve customer complaints in a timely manner.
