Gaurav P. Gautam
Gurugram
Summary
Strong command of English in speaking, reading, and writing. Confident, persuasive communicator with a proactive and professional approach. Highly detail-oriented, solution-focused, with strong multitasking abilities, and a commitment to compliance and quality standards. Quick learner who adapts well to new challenges, works effectively under pressure, and collaborates successfully within team environments.
Overview
9
9
years of professional experience
Work History
Master Customer Care Professional
American Express
09.2021 - Current
- Utilize my communication skills and consistently deliver extraordinary service on a high volume of inbound calls in a fast-paced, structured customer care environment
- Customer First mentality towards assisting US-based American Express Small Business Card Members and ultimately helped them with business expert advice and suggestions to help grow their businesses
- Delivered a first-class Customer Experience by supporting variable call types while navigating between different portals as appropriate to serve the Card Members’ needs and enable them to get the most out of their online and mobile portals
- Analyze risk on customers’ accounts, making sound decisions to ensure recovery while maintaining high customer satisfaction & maintaining certain business metrics & performance scorecard
Communication Coach
Airbnb Inc.
10.2019 - 03.2021
- Got promoted as a Voice Coach/Communication Coach through IJP.
- Learned and developed skills in working with peers and shared necessary feedback to help grow their performance.
- Drove collaboration and engagement across teams and business functions, worked with senior leadership and delivered exceptional outcomes for the business
Customer Experience Specialist
Airbnb Inc.
05.2017 - 09.2019
- Provided customer support via inbound, outbound, as well as support via email and chat channels
- Worked in the hospitality industry on a global platform that allowed me to manage the travel reservations for the guests and hosts with their properties.
Education
Bachelor of Science - Biology
Dr. B. R. Ambedkar University
India01.2015
Intermediate -
01.2011
High School -
01.2009
Skills
- Customer-centric mindset
- Skills to cross-sell and up-sell
- Understanding of banking and finance
- Adaptability and flexibility
- Time management
- Exceptional communication
Disclaimer
I hereby declare that the above information is correct to the best of my knowledge and belief.
Timeline
Master Customer Care Professional
American Express
09.2021 - Current
Communication Coach
Airbnb Inc.
10.2019 - 03.2021
Customer Experience Specialist
Airbnb Inc.
05.2017 - 09.2019
Bachelor of Science - Biology
Dr. B. R. Ambedkar University