Sports
Achin thakur
Team Leader- Centurion Operations & Servicing
Delhi NCR
Summary
Comprehensive People Leader & Client Management experience. To be a part of the business environment which will allow to explore my potential & skills. Seeking exposure by working on challenging assignments.
Overview
21
21
years of professional experience
Work History
Team Leader- Centurion Membership Manager
American Express India Pvt. Ltd.
Gurgaon
07.2022 - Current
- Currently managing Membership Manager for Centurion Team.
- Key responsibilities include - manage ACR, CHT, NPS scores.
- Profile requires developing team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Managed KYC project for Centurion Card Members. Coordinated resources effectively to meet project deadlines and achieve desired results.
- Selected to be part of New Card & Prada Wearable project.
- Tribute Award Winner for Q4'2023.
Team Leader-Centurion RM
American Express India Pvt. Ltd.
09.2019 - 06.2022
- Managed team of Centurion RM with focus to deliver excellent Centurion Servicing Experience to card-members and thereby drive engagement and to deliver premium card-member experience.
- Collaborating with internal stakeholders to manage retention..
- Worked as point of contact to for Centurion Escalation.
- Collaborated with other department leaders to establish shared goals and ensure alignment across teams.
- Maintained inclusive and diverse team culture, promoting respect and understanding among all members.
- Achieved highest revenue & NPS consistently for 3 years.
Centurion Relationship Manager
American Express India Pvt. Ltd.
04.2016 - 09.2019
- Managed Centurion Card Member portfolio size of over 60 accounts by driving engagement and deliver premium Membership experience.
- Provided exceptional customer service, resolving issues promptly and maintaining client trust throughout resolution process.
- Regular connect with Card members by meeting in person for discussion and feedback.
Centurion Membership Manager
American Express India Pvt. Ltd.
Gurgaon
04.2013 - 03.2016
- Selected for Pilot Centurion Servicing Team.
- Specialized in resolving Centurion Members Travel, Lifestyle and Card related queries.
MTS Travel Counselor
American Experess India Pvt. Ltd.
08.2011 - 03.2013
- Worked as part of Platinum Charge Membership Travel Servicing Team.
Sales Leader & Consultant
Benz Travel
07.2004 - 07.2011
- Managed the Sales Team for BPO for UK based travel enterprise.
- Trained and mentored sales representatives on effective sales techniques.
Customer Care Representative
Ebookers
02.2003 - 06.2004
- Worked as Customer Service Consultant for Ebookers Travel Servicing team.
Education
Cambridge School
Delhi, IndiaBachelor of Commerce -
Delhi University
DelhiPost Graduate Diploma in Business Management -
Narsee Monjee Insitute of Management Studies
MumbaiAdvance Diploma in Software Development -
Aptech
Delhi, IndiaSkills
Client Service
Interests
Travel
Timeline
Team Leader- Centurion Membership Manager
American Express India Pvt. Ltd.
07.2022 - Current
Team Leader-Centurion RM
American Express India Pvt. Ltd.
09.2019 - 06.2022
Centurion Relationship Manager
American Express India Pvt. Ltd.
04.2016 - 09.2019
Centurion Membership Manager
American Express India Pvt. Ltd.
04.2013 - 03.2016
MTS Travel Counselor
American Experess India Pvt. Ltd.
08.2011 - 03.2013
Sales Leader & Consultant
Benz Travel
07.2004 - 07.2011
Customer Care Representative
Ebookers
02.2003 - 06.2004
Cambridge School
Bachelor of Commerce -
Delhi University
Post Graduate Diploma in Business Management -
Narsee Monjee Insitute of Management Studies
Advance Diploma in Software Development -
Aptech