Gurjeet Kaur

Customer Care Professional and Collections Specialist with over 9 years of experience in customer service, customer retention, collections, quality monitoring, and client relationship management across leading multinational organizations. Skilled in providing accurate product and service information, educating customers on company offerings, resolving customer concerns, handling escalations, ensuring compliance, and delivering exceptional customer experiences. Proven ability to build customer trust, improve customer satisfaction, and contribute to business growth through effective communication and problem-solving skills.

Customer Service Specialist / Quality Analyst at American Express Services India Pvt. Ltd. (2022-03 – 2025-09)

• Provided exceptional customer service and accurate information about products, services, benefits, and account-related queries.
• Supported the SAC (Save a Card) retention team by highlighting product value and customer benefits.
• Conducted call audits and monitored customer interactions to ensure quality and compliance standards.
• Delivered constructive feedback to improve service quality and customer experience.
• Collaborated with leadership teams to identify process improvements and resolve recurring customer issues.

Account Manager – Debt Collection at Midland Credit Management India Pvt. Ltd. (Encore Capital Group) (2017-02 – 2022-03)

• Managed debt recovery for U.S.-based consumers through professional and compliant communication.
• Negotiated settlements and payment plans while maintaining positive customer relationships.
• Handled customer concerns, disputes, and payment-related queries efficiently.
• Ensured compliance with federal and state collection regulations.
• Identified process gaps and recommended improvements to enhance operational efficiency.

Customer Service Representative – Amazon UK Voice Process at Concentrix Daksh Services India Pvt. Ltd. (2015-09 – 2017-02)

• Provided voice-based customer support for Amazon UK customers regarding orders, refunds, and deliveries.
• Resolved customer complaints efficiently while maintaining high customer satisfaction.
• Delivered accurate information and solutions to customers in a professional manner.
• Consistently achieved strong quality and customer experience scores.

BBA in CAM – Guru Gobind Singh Indraprastha University (2015)

Class 12 in Commerce – Guru Harkrishan Public School (2012)

Class 10 – Guru Harkrishan Public School (2010)