Japneet Kaur Sakhuja
New Delhi
Summary
Highly skilled Customer Service & Operations Management Professional with over 10 years of experience in the Financial Services Industry. Proven track record of delivering exceptional customer service and driving operational excellence. Seeking a challenging role where I can utilize my skills to contribute to organizational growth and success.
Overview
12
12
years of professional experience
Work History
Lead Customer Service Representative
American Express
Gurugram
10.2017 - Current
- Successfully handled core job responsibilities, ensuring timely case resolutions and high customer satisfaction
- Efficiently allocated daily tasks among team members to optimize productivity
- Managed customer complaints and queries for corporate cards, ensuring swift resolution
- Led key projects including Credit Balance Refund and KYC Renewal, contributing to process improvement and customer retention
- Provided training and mentorship to new team members to enhance their performance.
Executive Administrative Assistant
American Express
Gurugram
07.2016 - 09.2017
- Managed scheduling, appointments, and meetings for senior management
- Handled mail/fax communications and coordinated corporate events
- Prepared presentations, negotiated with vendors, and managed travel arrangements
- Organized CSR events to support community engagement initiatives.
Customer Service Analyst
American Express
Gurugram
08.2013 - 06.2016
- Set up and maintained accounts on multicurrency platforms, ensuring accuracy and compliance
- Addressed financial queries related to missing payments, liaising with internal and external stakeholders
- Played a key role in resolving payment issues, contributing to improved merchant satisfaction.
Freelancer Event Manager
11.2012 - 03.2013
- Managed ticket/stall space sales and attendee registrations
- Coordinated with vendors, security, and other operational staff
- Addressed issues or emergencies during the event
- Managed crowd control and ensured safety.
Education
Master of Business Administration (MBA) -
Sikkim Manipal University - Distance Education
07.2016
Post Graduate Diploma in Event Management -
INLEAD (Lingaya’s University)
01.2013
Bachelor of Business Administration -
Guru Jambheshwar University of Science & Technology
01.2011
Skills
- Senior Stakeholder Management
- Customer Relationship Management
- Escalation management
- Problem Solving
- Team work
- Credit card processing
- Account Management
- Customer Correspondence
- Willingness to Lead
- Customer Complaint Resolution
- MS Office Applications
- Interpersonal Communication
Accomplishments
- Tribute award Q2.2023
Timeline
Lead Customer Service Representative
American Express
10.2017 - Current
Executive Administrative Assistant
American Express
07.2016 - 09.2017
Customer Service Analyst
American Express
08.2013 - 06.2016
Freelancer Event Manager
11.2012 - 03.2013
Master of Business Administration (MBA) -
Sikkim Manipal University - Distance Education
Post Graduate Diploma in Event Management -
INLEAD (Lingaya’s University)
Bachelor of Business Administration -
Guru Jambheshwar University of Science & Technology
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