Prashant Arora

Identifying Cancellation Reasons: Understanding client motivations for canceling their subscriptions.

Demonstrating Value: Sharing ROI reports to highlight the value generated over the course of their partnership with Birdeye.

Tailored Solutions: Offering strategic products to boost account adoption and health, ultimately enhancing online reputation and driving increased business opportunities.

As a Retention Specialist at American Express, I played a pivotal role in retaining high-value cardholders, including legacy members with Amex Platinum, Amex Gold, Amex Green, and co-brand cardholders associated with brands such as Hilton, Marriott, Delta, and banking partners like Charles Schwab and Morgan Stanley.

Customer Retention: Primary responsibility was to prevent the cancellation of American Express cards by understanding the reasons behind the decision.

Root Cause Analysis: Conducted in-depth conversations with cardholders to identify the root causes of their intention to cancel their Amex cards.

Value Demonstration: Effectively communicating the value generated over the years of their Amex membership, highlighting the unique benefits and privileges associated with their cards.

Solution-Oriented Approach Offereing tailored solutions, which included rewarding loyalty incentives, alternative product recommendations, or card upgrades that better suited the cardholders' evolving needs.

.

Investigating Past-Due Accounts: Proficiently assessing the reasons behind account delinquencies, ensuring a comprehensive understanding of each customer's unique situation.

Financial Relief Program Design: During the COVID-19 pandemic, Designing and implemented tailored Financial Relief programs. These initiatives helped both businesses and individual customers impacted by the crisis by revising interest rates and reducing monthly payments.

Credit Score Mitigation: Provided guidance and assistance to cardholders, enabling them to minimize the negative impact on their credit scores while addressing their past-due accounts.

First Call Resolution: Foremost objective was to address customer concerns and issues promptly, striving for "First Call Resolution" to ensure customer satisfaction and loyalty.

Problem Resolution : Consistently resolved customer concerns effectively, offering solutions that met their needs and expectations.

Cross-Selling| Upsell Amex Cards: Leveraging a deep understanding of customer preferences, recommended and cross-sold American Express cards, aligning them with the unique spending habits and lifestyle of each customer.

Optimized Travel Deals: consistently delivered the best deals and meticulously researched travel options to meet the specific needs and preferences of each customer, ultimately resulting in cost savings and improved customer satisfaction ratings.

Diverse Accommodation Arrangements: expertly coordinated travel accommodations for diverse clientele, including groups, couples, executives, and individuals with special needs, ensuring a tailored and enjoyable travel experience for all.