Pranav Munjal
Customer Care Professional
Gurugram
Summary
Pranav Munjal is a proactive professional with 8+ years in customer service with further experience in issue management, root-cause analysis, and operational remediation within complex service environments. Proven ability to assess performance issues, identify behavioral and process trends, and drive structured corrective actions to reduce recurrence and strengthen control effectiveness. Skilled in performing documentation quality checks, validating remediation efficacy, and maintaining transparent reporting for cross-functional stakeholders. Demonstrated success in partnering with operations, compliance, and functional teams to investigate issues, track remediation progress, and enhance end-to-end process accountability. Experience in delivering clear insights through data interpretation, impact analysis, and status updates, enabling business units to identify risks and prevent systemic failures. Highly organized, collaborative, and adept at managing multiple priorities while supporting continuous improvement across workflows.
Overview
8
8
years of professional experience
Work History
Lead CCP | OP Coach Retention
American Express
07.2022 - Current
- Performed quality assurance on documentation, coaching records, and issue logs to ensure accuracy, transparency and alignment with compliance and CFR standards.
- Conducted sample testing and validation checks on remediated cases to confirm completion criteria and verify adherence to implemented controls.
- Review end-to-end workflows to identify emerging issues, control weaknesses, and improvement opportunities, escalating trends to leadership and risk partners.
- Pulled and analyzed performance data to uncover patterns, assess impact, and provide actionable insights for operational decision making.
- Led one-on-one coaching, calibrations, and small group learning sessions to strengthen agent capability, improve, quality metrics, and reduce repeat issues.
- Developed and delivered workshops, compliance overviews, and refresher sessions to reinforce process adherence and mitigate risk across teams.
- Created and maintained clear status updates, dashboards, and stakeholder communication to ensure transparency on remediation timelines, issue severity, and control effectiveness.
- Handled inbound calls from card members seeking to cancel their, using consultative conversations to understand concerns, identify value gaps, and offer tailored solutions to retain membership.
- Performed detailed account reviews during calls to identify unstated card member needs to reengage with personalized benefits.
- Demonstrated strong objection-handling and negotiation skills to convert cancellation intent into continued engagement while maintaining compliance with all regulatory guidelines.
- Delivered exceptional customer experience by actively listening, showing empathy, and resolving underlying dissatisfaction before presenting retention solutions.
Consumer Product Services (CPS) / Financial Relief Program – Credits
American Express
10.2019 - 06.2022
- Managed high-volume inbound calls, providing accurate assistance while identifying opportunities to introduce relevant card features or upgrades.
- Recognized customer needs during conversations and recommended suitable offers, benefits, or solutions that enhanced overall value.
- Utilized strong product knowledge to confidently explain features and guide customers toward offering aligned with their usage patterns.
- Maintained full compliance with policies and disclosures while presenting upsell opportunities clearly and ethically.
- Identified financial hardship by listening for key verbal cues and customer tone.
- Explained program terms, expectations, and payment impacts in simple language.
- Recommended the most appropriate FRP solution bases on customer situation.
- Handled emotionally sensitive calls with empathy and calm communication.
- Maintained strong KPIs including QA, compliance and customer satisfaction.
Technical Support Associate
Convergys
10.2017 - 10.2019
- Provided Technical support, troubleshooting, maintenance, and upgrades to maintain the Client level delivery.
- Respond to Customer Requests for product and ensure timely follow ups via Phone.
- Lateral promotion to a subject matter expert, supporting a group of 20 dynamic individuals providing coaching, handling escalation calls.
Skills
Data analysis
Timeline
Lead CCP | OP Coach Retention
American Express
07.2022 - Current
Consumer Product Services (CPS) / Financial Relief Program – Credits
American Express
10.2019 - 06.2022
Technical Support Associate
Convergys
10.2017 - 10.2019