Summary
Overview
Work History
Education
Skills
Timeline
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AMARPREET KAUR WAHI

Rohini

Summary

Dynamic Senior Customer Service Representative with a proven track record at FIS, adept at resolving complex issues and enhancing customer satisfaction. Skilled in technical communication and process improvement, I consistently exceed performance targets while fostering strong relationships and loyalty among diverse clientele.

Overview

9
9
years of professional experience

Work History

Senior Customer Service Representative

FIS
Noida
07.2025 - Current

  • Resolved an average of 50+ customer inquiries daily via phone, email, and live chat, maintaining a 95% satisfaction rating.
  • Exceeded monthly performance targets for response time, resolution rate, and quality assurance scores.
  • Managed difficult customer situations with professionalism, de-escalating conflicts through active listening and patience.
  • Communicated complex technical information to non-technical customers clearly and empathetically, enhancing customer understanding.
  • Built rapport with diverse clientele to foster brand loyalty and encourage repeat business.
  • Identified recurring service issues and collaborated with management to implement process improvements, effectively reducing call volume.
  • Troubleshot product and service malfunctions by guiding customers through step-by-step solutions.
  • Educated customers on product features and benefits, resulting in a 15% increase in upsells and cross-sells.

Customer Service Representative

Amazon Development Centre India Pvt Ltd
05.2023 - 05.2025
  • Addressed escalations and informed customers to achieve satisfactory resolutions.
  • Resolved issues for customers and sellers, ensuring satisfactory outcomes.
  • Facilitated return and refund transactions by coordinating with sellers.
  • Managed seller business accounts through effective communication via emails and calls.

Retention Expert

Supportmart - Global Tech Support
Gurgaon
11.2017 - 01.2020
  • Resolved escalated calls, ensuring satisfactory outcomes for customers and the company.
  • Addressed customer concerns via email correspondence.
  • Carried out responsibilities outlined by supervisors.
  • Gurgaon, India

Education

Bachelor of Arts -

01.2000

Skills

  • Customer support
  • Customer relationship management
  • De-escalation techniques
  • Escalation management
  • Complex problem solving
  • Product troubleshooting
  • Process improvement
  • Exceptional communication
  • Team collaboration
  • Time management
  • Technical communication
  • Information Security

Timeline

Senior Customer Service Representative

FIS
07.2025 - Current

Customer Service Representative

Amazon Development Centre India Pvt Ltd
05.2023 - 05.2025

Retention Expert

Supportmart - Global Tech Support
11.2017 - 01.2020

Bachelor of Arts -

AMARPREET KAUR WAHI