Amrinder Singh
New Delhi
Summary
Experienced customer service professional with 7+ years in customer support across diverse industries. Holds a post-graduate certificate in International Business and Project Management from Cambrian College. Proficient in MS Office applications, skilled in training and coaching. Strong written and verbal communication skills. Thrives in fast-paced environments with high volume. Organized, creative thinker with adaptive problem-solving abilities. Consistently delivers quality assistance tailored to clients' needs.
Overview
7
7
years of professional experience
Work History
Senior Customer Service Representative
American Express
Gurgaon
09.2025 - Current
- Resolved complex customer complaints through effective communication and problem-solving, resulting in enhanced customer loyalty.
- Managed incoming calls from customers while providing exceptional service.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Managed customer conflicts and challenging situations calmly, utilizing internal knowledgebases to develop strategic solutions that improved overall service experience.
- Guided team members in implementing best practices for superior customer service.
- Conducted feedback sessions to identify and address service improvement areas, leading to actionable insights for team performance enhancement.
- Met and exceeded performance goals to support long-term company growth and market dominance.
Account Protection Fraud/ Risk Specialist
American Express
02.2022 - 05.2025
- Setting up fraud claims through inbound calls, outbound calls and emails.
- Evaluated customer data to identify and prevent fraudulent activities.
- Investigated suspicious activity on customer accounts, including unauthorized charges, identity theft, and account takeovers.
- Building relationships with customers to identify the fraudulent charges.
- Reviewing the fraud claims and making a decision to either accept the fraud claim or reject it.
- Partnered with internal departments (Disputes, Collections, Compliance) to ensure seamless fraud mitigation and account resolution.
- Took immediate action to block or restrict accounts when fraud was confirmed to limit financial exposure.
- Resolved customer cases efficiently within designated empowerment limits to ensure timely resolutions.
- Maintained up-to-date knowledge of industry trends, fraud schemes, and risk mitigation strategies.
- Gathered customer information accurately and comprehensively. Asking probing questions and listening, to ensure efficient call handling and call resolution.
- Assisted in training new team members and sharing best practices to improve team performance.
- Used tools like GDM for making fraud claims and reversing , CAS PS screen, Doc verify, Intellicheck, GLOBESTAR, IMSS screen, and Go2 for new Applications.
- Communicated professionally with customers in high-stress situations, ensuring empathy, trust, and resolution.
Customer Support- Front Desk
Radisson Hotel
12.2019 - 12.2021
- Supervise hotel staff and allocation of daily tasks.
- Attention to detail and empathetic problem-solving methods.
- Providing assistance in the preparation of staff assessments.
- Resolving staff and guest conflicts in a professional and courteous manner.
- Managing and tracking inventory and ordering business supplies.
- Responsible for guest billing and settling payment disputes.
- Admin tasks as needed, including bookings, check-ins, answering phones, and responding to email and social media inquiries.
Sales Manager
Sportcheck Clothing Store
06.2019 - 12.2019
- Handling day-to-day operations of the store.
- Maintaining accounts and daily financial reporting.
- Key in charge of customer database.
- Coordinator for corporate client relations and reviewing feedback posted online.
- Worked directly with the store owner in assessing the in-demand product and suggesting the inventory need.
Education
Post Graduate Certificate - International Business and Project Management
Cambrian College
Canada01-2020
Bachelor of Commerce -
University of Delhi
New Delhi, India01-2018
Skills
- Active listening
- Complex problem solving
- Fraud analysis
- Customer relationship management
- Effective communication
- Empathetic interaction
Accomplishments
- Supervised a team of 10 staff members, monitoring calls for the team and helping colleagues improve the RTF by providing regular coaching and feedback.
- Resolved product issue through consumer testing.
- Monitoring random calls of new hires to ensure 100% compliance on calls.
- Best in class RTF Quarter 1 2024-2025.
- Investigated and resolved over 100 complex fraud and dispute cases monthly with a 98% accuracy rate.
- Adhering to quality and compliance guidelines
- Achieved results by completing tasks with accuracy and efficiency.
- Provided coaching and mentoring that helped 3 team members get promoted within a year.
- Organized weekly knowledge-sharing sessions to improve team performance and compliance awareness.
- Received internal recognition for handling complex fraud cases with professionalism and accuracy.
- Recognized as “Top Performer” for three consecutive quarters due to consistent positive customer feedback and call quality scores.
- Resolved 95% of customer issues on first contact, exceeding company’s customer satisfaction goals.
Hobbies and Interests
- Customer Servicing
- Change Management
- Cultural Understanding
- English
- playing cricket
- watching movies
- Listening to songs
- Travelling
Languages
- English
- Punjabi
- Hindi
Timeline
Senior Customer Service Representative
American Express
09.2025 - Current
Account Protection Fraud/ Risk Specialist
American Express
02.2022 - 05.2025
Customer Support- Front Desk
Radisson Hotel
12.2019 - 12.2021
Sales Manager
Sportcheck Clothing Store
06.2019 - 12.2019
Post Graduate Certificate - International Business and Project Management
Cambrian College
Bachelor of Commerce -
University of Delhi