NEHA KUMARI

• Provide Superior Customer Experience on chats to Consumer/Open/Corporate Card Members
• Resolve all Customer Queries and Follow Established Procedures as Appropriate
• Provide alternatives and apply Superior Service No, Chat Handling Skills To Ensure Best Possible Solutions and CFR to Card Members
• Deliver to the Customer, Employees and Shareholder Metrics as per Goals
• Highlight Issues through Feedback and Recommend Changes in Workflows, Procedures, Service Levels, Based on Customer Demands To Meet Their Needs and Ensure Quality Service is given at all times
• Adherence to Quality and Compliance Guidelines
• Ability to Take Quick Decisions and Respond to Customer Inquiries

Experience in American Express Live chat process

• Streamlined company processes for better efficiency, managing high call volume while maintaining exceptional service.
• Reduced customer churn rate with effective problem-solving skills and empathetic communication techniques.
• Handled escalated chats with professionalism and diplomacy, working towards resolutions that satisfied both customers and the company's interests.
• Given Virtual support to Manila CCP’s for clearing OJT (20th Jan 2019 till March 31st) - The support was for the people who were not able to clear their OJT. WIth my virtual support all of them cleared their OJT in the next attempt.
• Was part of pilot batch of Mobile Messaging - Successful launch of Mobile Messaging tool with 100% quality.
• Working as Live coach in conjunction with GSLN Training Team Leader and Learning Specialist for Classroom support, Floor walking, Coaching & Feedback and Monitoring requirements of a new hire batch and for ensuring that learners meet acceptable standards of performance within established timeframes
• Being Live Coach assisted the pilot batch of 6 weeks OJT certification and also won the Top performing coach award for the same pilot batch with 76.5% RTF and 89.3% Top Box
• Value generation SPOC in Team- chats audits to make sure there is no misconduct on a daily basis for the entire team and daily Value generation data reporting for upselling offers.
• Worked as Interim team leader for 3 months while my leader went to Philippines to establish a new process
• Detractor analysis and chat audits to validate I-care captured as part of Business self-testing.

• The CAST team is responsible for addressing sensitive regulatory and agency complaints
• They work closely with GCO, Compliance, and other strategic affiliate contacts to conduct thorough research for consumer resolutions that allows them to appropriately respond on behalf of American Express to bank regulators, state and government agencies regarding consumer complaints
• The CAST Analyst reviews the complaints and drafts the appropriate response to address all issues raised in the complaints
• They research and document the complaint in Global Complaints on Complaints (iCare)
• Complaint documentation must be complete and accurate, so anyone can review the notes and follow the analysis progress
• The complaints are received from CFPB -Consumer Financial Protection Bureau, BBB - Better Business Bureau, Attorney general, NYDFS- New York state department of financial services, OCC, OCC - Office of the Comptroller of the Currency
• These are very high risk complaints and needs to address within the SLA of the complaint agency
• CAST takes over the complaint of an account and close any prior case opened by CCP/BOT
• CAST handles the most critical cases within GCRS and also works with other departments to make sure the case is closed within the SLA
• Proven self-starter with strong problem solving and decision making skills
• Ability to assess risks, impacts or implications to operations areas or the customer.

Experience in CAST

• Handled total 40 CAST cases in 5 months tenure with 100% quality scores and 0 rebuttals.
• Handled GCRS cases of other categories too for examples Fee related, Natural language processing etc.
• Optimized core processes to improve business performance and operational agility.

• Worked in customer service web chat process where: To provide customer support on live chats
• Trained on health and welfare Servicing related to Defined Contribution domains Sending e-mail support to employees
• Managed approximately 30 incoming chats per day from customers