A.R. Abhilash
Delhi
Summary
Senior Customer Service Executive at American Express with expertise in customer relationship management and banking card inquiries. Proven ability to ensure seamless transactions while maintaining security and compliance. Strong skills in problem-solving, dispute resolution, and enhancing customer satisfaction. Proficient in design software including Photoshop, Illustrator, and Figma, demonstrating adaptability in fast-paced environments.
Overview
5
5
years of professional experience
Work History
Sr. Customer Service Executive
American Express
Gurugram
09.2022 - Current
- Handling Customer Queries: Addressing concerns related to cards, including activation, transactions, limits, and security.
- Guiding Customers Through Activation Methods: Explaining various activation options such as online banking, mobile apps, ATM activation.
- Verifying Customer Identity: Ensuring security by confirming customer details before activating the card.
- Troubleshooting Activation Issues: Assisting customers facing errors or delays in activation.
- Providing Security Tips: Advising customers on PIN setup, fraud prevention, and safe usage.
- Educating Customers on Card Features: Informing them about transaction limits, rewards, and benefits post-activation.
- Resolving Complaints: Assisting customers with issues like unauthorized transactions, card blocking, or disputes.
- Providing Product Information: Educating customers about card benefits, rewards, and offers.
- Processing Requests: Helping with card replacements, upgrades, or cancellations.
- Ensuring Compliance: Following banking regulations and security protocols to protect customer data.
- Building Customer Relationships: Maintaining a positive rapport to enhance customer satisfaction.
- Cross-Selling Services: Suggesting relevant banking products based on customer needs.
Process Associate
Genpact
Gurugram
01.2022 - 07.2022
- Offered long-term care insurance policies covering aging, chronic illnesses, and assisted living expenses.
- Assisted policyholders with claims processing, reimbursements, and policy inquiries.
- Reviewed claims to verify submission of all required documentation.
- Validated authenticity of medical records and treatment details for claims approval.
- Closed claims upon successful payment, ensuring accurate record updates.
Customer Service Advisor
Concentrix
Gurugram
09.2020 - 10.2021
- Handling Customer Queries: Addressing concerns related to orders, payments, refunds, and product details.
- Processing Orders & Transactions: Assisting customers with order placement, cancellations, and modifications.
- Resolving Issues & Troubleshooting: Helping customers with technical problems related to website navigation, payment failures, or login issues.
- Providing Product Information: Educating customers about product specifications, availability, and promotions.
- Managing Returns & Refunds: Guiding customers through return policies and ensuring timely refunds.
- Handling Complaints: Addressing grievances related to delayed deliveries, damaged products, or incorrect shipments.
- Proactive Customer Outreach: Informing customers about new offers, discounts, and loyalty programs.
Education
High School Diploma -
Maya Academy of Advanced Cinematics
New Delhi10-2024
Bachelor of Arts - Arts Education
Swami Vivekanand Subharti University
Meerut, Uttar Pradesh, India12-2021
High School Diploma -
Kendriya Vidyalaya
Tagore Garden05-2016
Skills
- Customer relationship management
- Problem solving
- Photoshop
- Illustrator
- Adobe XD
- Light room
- Adobe InDesign
- Figma
- Team Training
- Multitasking
Languages
Hindi
First Language
English
Proficient (C2)
C2
Malayalam
Advanced (C1)
C1
German
Beginner
A1
Timeline
Sr. Customer Service Executive
American Express
09.2022 - Current
Process Associate
Genpact
01.2022 - 07.2022
Customer Service Advisor
Concentrix
09.2020 - 10.2021
High School Diploma -
Maya Academy of Advanced Cinematics
Bachelor of Arts - Arts Education
Swami Vivekanand Subharti University
High School Diploma -
Kendriya Vidyalaya
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