Aman
Gurugram
Summary
Results-driven professional with over 3 years in premium financial services and international customer operations. Expertise includes credit card servicing, escalations management, KYC refresh, AML coordination, document verification, and customer retention. Delivers exceptional support to high-net-worth individuals, ensuring compliance and accuracy in regulated environments.
Overview
3
3
years of professional experience
Work History
Senior Representative
Concentrix
Gurugram
02.2025 - Current
- Deliver premium end-to-end support to Centurion cardholders, ensuring high satisfaction and loyalty.
- Handled complex credit card servicing, resolving billing disputes, transactions, chargebacks, and account inquiries to enhance customer satisfaction.
- Managed manager-level escalations with discretion, achieving timely resolutions to maintain service quality.
- Collaborated with AML and Disputes teams to streamline communication between customers and internal teams, ensuring accurate validation of supporting documents.
- Support KYC refresh and document verification in line with regulatory and internal compliance requirements.
- Guide members through secure document submission and identity verification processes.
- Selected as 1 of 11 specialists across India for the exclusive Centurion support program within 5 months.
Business Analyst
Teleperformance (TP)
06.2024 - 11.2024
- Identified upselling opportunities during service interactions to increase revenue.
- Guided customers in selecting plans, pricing, subscriptions, and service features to enhance satisfaction.
- Educated users on platform usage to improve adoption and experience.
- Resolved technical issues related to streaming, devices, and accounts.
Associate
World Network Services (WNS)
04.2023 - 05.2024
- Provided personalized support to American Express Card members.
- Managed flight bookings, changes, cancellations, and refunds, achieving high accuracy and customer satisfaction.
- Handled international travel documentation and compliance queries, ensuring adherence to regulations and smooth customer experiences.
- Processed Delta Airlines refunds post customer verification, ensuring policy compliance and timely resolutions for customers.
Education
12th - English
CBSE
12.2021
10th - English
CBSE
01.2019
Skills
- High-Net-Worth Client Servicing
- KYC verification
- High-net-worth servicing
- Customer relationship management
- Financial Services Operations
- Technical Support & Issue Resolution
- Regulatory Compliance
- Escalation Handling
- International Voice & Chat Support
- Upselling & Service-to-Sales Conversion
- Team Coordination & Process Adherence
- Travel Process & Aviation Support
Accomplishments
- Winner of the inaugural Under-17 SSAIF Tournament, Small Side All India Football Tournament
- Best All-Round Performer (OJT), Recognized for excellence across all tasks
- ACE 3 Certification, 100%
- Team Performance Rating, 3+ / 4
- Top Monthly Performer, Multiple times
- Promoted to Centurion Team, Within 5 months for exceptional customer handling and performance
Hobbies and Interests
- Football
- Bike Rides
- Car Enthusiast
Extracurricular Activities
Subroto Cup Championship, Secured 3rd place in the National Level Under-17 Football Tournament with the SCR
Languages
- Hindi
- English
Timeline
Senior Representative
Concentrix
02.2025 - Current
Business Analyst
Teleperformance (TP)
06.2024 - 11.2024
Associate
World Network Services (WNS)
04.2023 - 05.2024
12th - English
CBSE
10th - English
CBSE