Summary
Overview
Work History
Education
Skills
Accomplishments
Software
Hobbies
Timeline
BusinessAnalyst

Amritpal S Saini

Analyst
34, Sanjay Nagar, Indore

Summary

Enthusiastic & eager to contribute to team success through hard work, attention to detail and excellent organizational skills. Clear understanding of Merchant Services and Customer service. Motivated to learn, grow and excel in Finance industry. Experienced CCP with over 7 years of experience. Excellent reputation for resolving problems and improving customer satisfaction.

Overview

7
7
years of professional experience
5
5
years of post-secondary education
3
3
Languages

Work History

Master CCP

American Express
Gurugram
11.2018 - Current
  • Delivering very high standards of customer service by handling calls and emails from Merchants and ensuring resolution is provided accurately and promptly.
  • Conducted research, gathered information from multiple sources and presented results.
  • Exceeded goals through effective task prioritization and great work ethic.
  • Increased merchant satisfaction by resolving their issues and adhere to all timelines and deadlines set.
  • Root cause analysis of incoming queries from merchants and reconciling the accounts, meeting their needs and ensuring exceptional quality service at all time.

Senior Client Support Associate

Dell International Services
Gurugram
11.2016 - 11.2018
  • Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
  • Used company troubleshooting resolution tree to evaluate technical problems while leveraging personal expertise to find appropriate solutions.
  • Achieved and consistently exceeded revenue quota through product and service promotion during routine calls.

Customer Care Executive

Concentrix India Private Ltd.
Gurugram
11.2014 - 08.2016
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Conferred with customers about concerns with products or services to resolve problems.
  • Provided basic technical support for clients on wide range of company products.

Education

Diploma in Event Management & Public Relations -

Prestige College
Indore
05.2010 - 03.2011

Bachelor of Commerce - Taxation

Renaissance College
Indore
05.2006 - 03.2009

High School Diploma -

SICA School
Indore
05.2005 - 03.2006

Skills

    MS Office

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Accomplishments

  • Customer champ Q3 - 2019
    Customer champ Q2 - 2020
    Customer champ Q4 - 2021
  • Supported team of 11 staff members for 2 months and assisted new hire in her OJT.
  • Identified a major issue in the C-Series tool (tool for check
    reconciliation) wherein we identified that even if the amount
    has been released previously to the merchant the C-Series tool
    is still not getting updated with correct information leading to
    duplicate payments to the merchants.
  • Resolved query for business Circle K (annual volume ~$200M), Calendar Holdings LLC and 7 Eleven accounts with CLM as merchant was submitting on the cancelled accounts due to which funds were on hold with American Express.
  • Inventory master of the day several times.
  • Working closely with American express submissions team for French accounts in Canada Market.

Software

ABP Tracker Pro

CLIC

SIEBEL

CITRIX

Lexis/Nexis

Hobbies

Working out

Travelling

Watching Movies

Timeline

Master CCP

American Express
11.2018 - Current

Senior Client Support Associate

Dell International Services
11.2016 - 11.2018

Customer Care Executive

Concentrix India Private Ltd.
11.2014 - 08.2016

Diploma in Event Management & Public Relations -

Prestige College
05.2010 - 03.2011

Bachelor of Commerce - Taxation

Renaissance College
05.2006 - 03.2009

High School Diploma -

SICA School
05.2005 - 03.2006

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