Pawanjeet Kaur

I joined American Express as a Senior CCP and now working as a Lead CCP in US Fraud Live Chat.

Handle Fraud related queries of US Card Members on their American Express card via chat.

Strong knowledge of all US live chat applications (Ask amex, CLIC,IMSW,CAS,TRIUMPH,GSP,CSP,ISP)

Achieved ratings of G1L1 for 2023-2024.

Worked for frequent flyer program of British Airways.Handles frequent flyers bookings, cancellations, miles related queries via calls.

Was trained and worked on different skills like, New booking, schedule changes, providing special service requests.

Trained for soft skills development.

Enhanced customer satisfaction by providing timely and accurate service recommendations.

Worked for a blended process.I handled calls directly from Clients of Oman Air regarding the flights reinstating, schedule change and cancellations. Also dealt with the clients on emails as well.

Used to do outbound calls to the passengers.

Worked as a Supervisor and collaborated with team members for enhanced process efficiency and productivity.

Managed multiple tasks simultaneously, ensuring timely completion of all assignments.

Supported operational workflows for United Airlines.

Acquired diverse skill sets through extensive training. (Flight bookings, rescheduling, cancellations etc.)

Addressed inquiries concerning schedule modifications and flight cancellations.