Kunal Dawra
New Delhi
Summary
Dynamic customer service leader with extensive experience at American Express India Pvt. Ltd., excelling in dispute resolution and workflow improvement. Proven ability to analyze complex data and collaborate cross-functionally, enhancing service quality. Proficient in Clic iCare and skilled in issue resolution strategies, driving significant improvements in customer satisfaction.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Lead Customer Service Analyst - Disputes
American Express India Pvt. Ltd.
04.2025 - Current
- Investigate and resolve customer dispute cases by analyzing transaction data, evidence documents, and system logs, ensuring accurate decision-making, compliance with policies, and timely closure within SLA/TAT.
- Collaborate with Fraud, Payments, Risk, and Merchant teams to validate claims, gather supporting data, and resolve complex or escalated disputes, while maintaining clear and audit-ready documentation.
- Identify dispute trends and process gaps through the analysis of case patterns, preparing detailed reports, and recommending workflow improvements to reduce repeat disputes and enhance the overall customer experience.
Lead Customer Care Professional (Consumer Products & Services - CPS)
American Express India Pvt. Ltd.
08.2024 - 03.2025
- Assisting Card Members with queries related to card products, benefits, and services
- Managing team efficiency and work schedule adherence
- Supporting team members by providing guidance on issue resolution
- Collaborating with internal teams to enhance service quality
Interim Team Leader (Digital Assist and Plan It / CPS)
American Express India Pvt. Ltd.
05.2023 - 07.2024
- Led a team of 15 Customer Care Professionals (CCPs), ensuring smooth issue resolution
- Worked closely with internal partners and technical teams to escalate and track issues
- Conducted team huddles, performance coaching, and process monitoring
Lead Customer Care Professional (Digital Assist and Plan It)
American Express India Pvt. Ltd.
02.2023 - 05.2023
- Assisted customers with system navigation, troubleshooting, and account management
- Provided feedback on common system issues and process inefficiencies
Coach (Digital Assist and Plan It)
American Express India Pvt. Ltd.
06.2022 - 02.2023
- Supported two training batches with 100% certification success
- Monitored error trends and escalated recurring system issues
DAP Resident Expert
American Express India Pvt. Ltd.
03.2022 - 06.2022
- Acted as a knowledge resource for team members
- Identified and flagged recurring system issues
Master Customer Care Professional (Digital Assist and Plan It)
American Express India Pvt. Ltd.
02.2022 - 03.2022
- Delivered digital assistance and support for payment-related queries
- Collaborated with cross-functional teams to enhance processes
Process Executive
Cognizant Technology Solutions India Pvt. Ltd.
11.2018 - 01.2020
- Assisted businesses in listing their services on Google Search and Maps
- Coordinated with Google AdWords for SEO and marketing solutions
- Conducted mobile site optimization meetings with clients
Software Developer Trainee
Greatwits Services Pvt. Ltd.
03.2018 - 07.2018
- Worked on live projects using ReactJS, JavaScript, and Angular
Software Developer Trainee
Quest Solutions Pvt. Ltd.
06.2017 - 06.2017
- Assisted in website content development and project testing
- Gained exposure to SQL, C#, and .NET
Education
MCA -
Manav Rachna International University
01.2018
BCA -
Jagannath International Management School, IP University
01.2016
XII -
Kalka Public School
01.2013
X -
Satyug Darshan Vidyalaya
01.2011
Skills
Clic iCare and Doc-Upload proficiency
Griffin and KYC familiarity
Workflow analysis and improvement
Cross-functional collaboration
Issue resolution strategies
SDLC methodologies understanding
Microsoft Office proficiency
Windows OS expertise
Certification
- Java SE7 Fundamentals, Oracle's Workforce Development, 07/01/15
- Lead Coaching Certification, 07/01/24
Personal Information
Date of Birth: 07/08/95
Languages
- English
- Hindi
Projects
Research Paper Published in IJSES, 01/01/18, http://ijses.com/wp-content/uploads/2018/01/316-IJSES-V1N12.pdf Developed an Online Portal for Manav Rachna International Institute, 11/01/16 Minor Project: Developed www.easyparkin.in
Behavioral And Soft Skills
- Strong analytical and problem-solving skills to assess operational gaps.
- Excellent communication skills for cross-team collaboration.
- Time management and multitasking abilities to handle multiple projects simultaneously.
- Customer-focused mindset with attention to detail and quality assurance.
Timeline
Lead Customer Service Analyst - Disputes
American Express India Pvt. Ltd.
04.2025 - Current
Lead Customer Care Professional (Consumer Products & Services - CPS)
American Express India Pvt. Ltd.
08.2024 - 03.2025
Interim Team Leader (Digital Assist and Plan It / CPS)
American Express India Pvt. Ltd.
05.2023 - 07.2024
Lead Customer Care Professional (Digital Assist and Plan It)
American Express India Pvt. Ltd.
02.2023 - 05.2023
Coach (Digital Assist and Plan It)
American Express India Pvt. Ltd.
06.2022 - 02.2023
DAP Resident Expert
American Express India Pvt. Ltd.
03.2022 - 06.2022
Master Customer Care Professional (Digital Assist and Plan It)
American Express India Pvt. Ltd.
02.2022 - 03.2022
Process Executive
Cognizant Technology Solutions India Pvt. Ltd.
11.2018 - 01.2020
Software Developer Trainee
Greatwits Services Pvt. Ltd.
03.2018 - 07.2018
Software Developer Trainee
Quest Solutions Pvt. Ltd.
06.2017 - 06.2017
MCA -
Manav Rachna International University
BCA -
Jagannath International Management School, IP University
XII -
Kalka Public School
X -
Satyug Darshan Vidyalaya