Summary
Overview
Work History
Education
Extra-Curricular Activities
Interests
Personal Information
Disclaimer
Qualification Summary
Accomplishments
Timeline
SalesManager
Gurpreet Singh Ishar

Gurpreet Singh Ishar

Executive Operations
Gurugram

Summary

Dedicated professional with a Bachelor's degree in Journalism seeking to excel in a reputable global organization. Committed to advancing company goals with integrity and a strong work ethic. Enthusiastic about continuous learning and eager to adapt to new technologies and methodologies. Proactive in seeking innovative solutions to enhance current technology platforms.

Overview

11
11
years of professional experience
3
3
Languages

Work History

Senior Lead Analyst Centurion

American Express India
12.2019 - Current
  • Collaborated with cross-functional teams to implement data-driven solutions, driving business growth and profitability.
  • Managed a team of analysts, fostering an environment of continuous learning and professional development.
  • Mentored junior analysts on best practices and advanced techniques, fostering a culture of continuous improvement and knowledge sharing.
  • Identified opportunities for process improvement, leading to increased accuracy and reduced turnaround time for critical analyses.
  • Analyzed data to identify root causes of problems and recommend corrective actions.

Master Customer Care Analyst

American Express India
12.2015 - 11.2019
  • Managed high call volume while maintaining a professional demeanor and prioritizing urgent matters.
  • Contributed to team success by consistently achieving personal performance metrics related to call quality, productivity, and problem-solving abilities.
  • Participated in regular meetings with management to discuss process improvements that would benefit both customers and team members alike.
  • Improved overall first-call resolution rates by proactively identifying common issues and providing appropriate solutions.
  • Implemented feedback from quality assurance evaluations to enhance customer interactions and service delivery.
  • Exceeded customer expectations by going above and beyond in providing personalized support, leading to increased loyalty and repeat business for the company.
  • Utilized CRM tools effectively to manage customer data securely while ensuring up-to-date information was readily available for colleagues handling subsequent inquiries.
  • Conducted thorough research into complex queries or escalated issues before engaging with customers to provide accurate information or resolutions promptly.
  • Reduced average handle time through proficient multitasking and quick decision-making skills.
  • Continuously monitored personal performance against set goals and targets, proactively seeking ways to improve skills or knowledge as a Customer Care Analyst.
  • Assisted in the development of training materials for new Customer Care Analysts, improving onboarding efficiency and effectiveness.
  • Enhanced customer satisfaction by efficiently addressing and resolving concerns in a timely manner.
  • Supported fellow Customer Care Analysts by sharing best practices, offering guidance during challenging situations, or stepping in when additional help was needed on calls or cases.
  • Streamlined communication processes for improved customer experience, ensuring clear and concise interactions.
  • Maintained detailed records of customer contacts, concerns, and resolutions, facilitating better follow-up support when needed.

Customer Support Associate

Convergys India Services Pvt Ltd.
03.2014 - 12.2015

Education

B.A - Management Science

Jagannath institute of
New Delhi

12th - Scheme of Studies

Punjab Open School
Punjab

10th - undefined

D.P.S
Dalhousie

Extra-Curricular Activities

Participated in Interschool Volleyball Competition. Participated in events at college fest.

Interests

Being Involved in Social Cause Related Work
Mobile Technology
Listening Music
Blogging

Personal Information

  • Date of Birth: 06/16/89
  • Gender: Male

Disclaimer

I hereby declare that above furnished particulars are true to the best of my knowledge and belief.

Qualification Summary

  • B.A Management Science, Jagannath institute of Management Science, G.J.U.S.T, 2013, 64%
  • 12th, Punjab Open School Scheme of Studies, Punjab University, 2008, 56%
  • 10th, D.P.S, Dalhousie, CBSE Board, 2005, 61%

Accomplishments

Customer Service & Satisfaction


Resolved 80% of customer issues on the first call, leading to a 20% increase in customer satisfaction.


Consistently received customer satisfaction ratings above 90% for 6 consecutive months.


Handled up to 80+ customer interactions per day while maintaining top-tier service quality.



✅ Process Improvement


Suggested process changes that could help overall issue while dealing with CM and Cm related escalations


Streamlined the complaint-handling process, improving average resolution time from 48 hours to 12 hours.



✅ Team Performance & Training


Trained and mentored 5+ new hires, improving onboarding efficiency and reducing training time by 25%.


Acted as a floor support during peak hours to help team members improve their first-call resolution rate.



✅ Sales & Upselling


Cross-sold products/services during support calls.


Achieved monthly upsell targets consistently while i was in TSC



✅ Awards & Recognition


Awarded “Customer Hero of the Month” 3 times for outstanding service.


Recognized in team meetings and newsletters for handling high-stress escalations with professionalism.



✅ Technical Proficiency



Handled multichannel support (calls, email, chat) with seamless transition and consistency.



Timeline

Senior Lead Analyst Centurion

American Express India
12.2019 - Current

Master Customer Care Analyst

American Express India
12.2015 - 11.2019

Customer Support Associate

Convergys India Services Pvt Ltd.
03.2014 - 12.2015

B.A - Management Science

Jagannath institute of

12th - Scheme of Studies

Punjab Open School

10th - undefined

D.P.S

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