ANKIT SAREEN
Senior Customer Service Associate
Gurgaon,HR
Summary
Knowledgeable, hardworking and dedicated customer service professional with approx 4 years of extensive experience in Customer Service industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
6
6
years of professional experience
3
3
years of post-secondary education
1
1
Certification
3
3
Languages
Work History
Senior Customer Service Associate
American Express
Gurgoan, Haryana
04.2019 - Current
- Working in AU-NZ Process/Team. Handle query of Credit Cards, Charge Cards, Corporate Cards.
- Stepped up to assist manager with complaints and issues during times of department short staffing.
- Escalate issues to proper supervisors when standard processes were not effective.
- Retained over 200+ customers by recommending the best American Express card for their needs.
- Deliver excellent customer service, resulting in consistent 82%+ customer satisfaction rating.
- Answer average of 40-50 chats per day, addressing customer inquiries, solving problems and providing product information.
- Maintain accounts by processing financial adjustments. Process payments and fix any errors in payment gateway.
- Meet all customer call guidelines including service levels, handle time and productivity.
- Exceeded goals through effective task prioritization and great work ethic.
- Handle Charge disputes. Review and analyze opposing sides of disputes to objectively assess situations.
- Review the transaction information, gather required information to identify the best way to submit dispute.
- Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
- Endorse customers with concern department to fix things quickly.
- Go extra mile for customer to take follow ups on the promises discussed on call.
- Took cash and credit card payments via phone, in person and through email.
- Review accounts for interest charge, late fee or goodwill waivers.
Senior Sales Associate
Convergys
Gurgoan, Haryana
06.2017 - 03.2019
- Started as Sales associate and promoted to Senior Sales Associate within 10 months.
- Interacted with US customers on live chat regarding Cable, Internet, Home Security and Phone services.
- Demonstrated products and specific features at customer locations and special events.
- Branded products through effective salesmanship and maintained long-term relationships with clients.
- Closed over 23 daily sales after contacting 30 potential customers to educate them on [Product or service].
- Maintained 75%+ sales conversion ratio throughout 2017-2018.
- Maintained 85% CSAT Score.
- Identified opportunity and improvement area on each unsuccessful sale chat.
- Educated customers on promotions to enhance sales.
- Closely monitored each detractor chat with supervisor and implemented the feedback onwards.
- Provided coaching on products and services to new team mates.
- Worked closely with each customer to carefully resolve issues within timely manner.
- Provided online demonstrations to educate customers on product features and online help resources.
- Documented all customer information accurately in computer system, providing dated notes for future reference.
- Provided floor support to different sales team to ensure the overall growth of team and business.
- Achieved perfect attendance record for 12 months consecutively.
- Worked in 24 hour busy environment and was always available for business needs.
Education
Bachelor of Commerce - Business Administration, Management, Economics.
Delhi College of Arts And Commerece
New Delhi 08.2014 - 06.2017
Skills
Interpersonal communications
Customer Relations
Team Player
Detail-oriented
Verbal and written communication
Creative problem solving
Observer
Typing speed of 45-50 WPM with 98% Accuracy
Keen to learn new things
MS Word and Outlook
Additional Information
- Language
Accomplishments
- January 2021 Champion (Amex)
- 2020 Quarter-2 champion (Amex)
- 2020 Quarter-3 champion (Amex)
Certification
Business Ethics
Playing PS Games
Like to play P.S games. More interested in racing games which gives adrenaline and the motivation to come first each time to go on next level.
Timeline
Business Ethics
03-2021
Senior Customer Service Associate
American Express
04.2019 - Current
Senior Sales Associate
Convergys
06.2017 - 03.2019
Bachelor of Commerce - Business Administration, Management, Economics.
Delhi College of Arts And Commerece
08.2014 - 06.2017