NISHANT KUMAR
Delhi
Summary
Results-driven Retention Specialist known for high productivity and efficient task completion. Skilled in customer relationship management, conflict resolution, and data analysis to understand client needs and reduce churn rates effectively. Excel in communication, empathy, and problem-solving to enhance customer retention strategies.
Overview
9
9
years of professional experience
Work History
RETENTION SPECIALIST
American Express
Delhi
10.2019 - Current
- Currently working with SAC as a 'Retention Specialist' since 2022.
- Worked with Credits (After Hours) & Financial Relief Program (FRP) to collect funds from card members & enroll card members for the relief program.
- Worked with DAP (Digital Assist & Plan It) providing technical support to card members & enrolling card members for Plan It.
- Worked with CPS (Consumer, Product & Services) resolving card member queries & value generation.
CUSTOMER SERVICE REPRESENTATIVE
Convergys India pvt. Ltd.
Gurgaon
11.2017 - 10.2019
- Worked effectively in team environments to enhance workplace productivity.
- Recognized by management for providing exceptional customer service.
- Completed day-to-day duties accurately and efficiently.
- Collaborated with cross-functional teams to achieve goals.
CUSTOMER CARE EXECUTIVE
Zomato
Gurgaon
06.2016 - 09.2017
- Addressed customer questions and concerns regarding products and services.
- Handled customer complaints, providing appropriate solutions and alternatives within time limits.
- Conferred with customers by telephone or in person to provide information about products or services and take orders.
- Provided timely, accurate and professional customer service to all clients.
Education
BBA - Computer Aided Management
Skills
- Customer relationship management
- Loyalty program implementation
- Customer retention strategies
- Customer retention
- Customer service
- Problem solving
- Effective communication
Timeline
RETENTION SPECIALIST
American Express
10.2019 - Current
CUSTOMER SERVICE REPRESENTATIVE
Convergys India pvt. Ltd.
11.2017 - 10.2019
CUSTOMER CARE EXECUTIVE
Zomato
06.2016 - 09.2017
BBA - Computer Aided Management
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