Preeti Shah
Sonipat,Haryana
Summary
Compassionate professional who actively listens and builds trust to help clients resolve issues. Moreover, aim to leverage my skills as well as proven experience to contribute to the respective organization’s goals and needs.
Overview
11
11
years of professional experience
5
5
years of post-secondary education
Work History
American Express
12.2020 - Current
American Express
10.2019 - Current
- Key Responsibilities)
- Establish, develop, and maintain positive business and customer relationships
- Deliver extraordinary customer care by responding to concerning customer accounts, including billing, services, benefits, cancellation, and fraud
- Collect payment, set up payment arrangements and provide credit when necessary
- Resolve product or service inquiries by asking probing questions, determining the cause of the issue, selecting, and articulating the best solution to drive brand advocacy
- Document necessary account information and offer custom solutions that benefit the customer
- Present, Promote and generate value for the business and add more value to the existing customers
- Offer a first call resolution for effective and efficient customer service
- Achievements and Accomplishments with American Express:
- Training and OJT
- Achieved an OSAT of 97% for the first two weeks OJT
- Demonstrated an ability to get the highest offer rate for the first week of OJT
- Completed the VG and CPS certification with flying colors
- Credits (Financial Relief Program)
- Took an initiative of documenting the process and procedures taught during the first remote training, and shared it in PPT and Word format with the respective team for better understanding
- Responsible for sending regular informative emails in context to the process and new ECCO updates
- Collaborated with another team member to run a performance-based contest "Champion of the Month" amongst the team
- Drove a recognition program, to showcase the rising and excellent performers
- Handled a drive for lost hours recovery
- Led a mini group of 5; spoke to them personally and helped them get past any challenges and, guided them to bring their metrices in shape
- Sustained 100% compliance score while working in FRP (Credits)
- Maintained OSAT of 85% and above
- Effectively kept track of everyone's birthday and work anniversary to wish them officially with creative e-mailers, to build engagement during unprecedented times
- CPS:
- Promoted from Servicing to Champion FIG with performance consistency in a short
- Managed a YTD V2A of 119% with an accept V2A of
- Acted as mentor to my team mates to drive higher accept V2A and CFR V2A
- Recognized as one of the CFR solvers for the month of May
- Received recognition and reward by achieving 0.0% CFR for a day
- Collated and reported the VG data tracker amongst the team
- Took an initiative to drive the “Deal of the Day” nominations in the team
- Shared best practices with colleagues during team huddles.
Senior Customer Care
Midland Credit Management
12.2019 - 12.2020
Resident Expert
06.2018 - 11.2019
Midland Credit Management
06.2017 - 11.2019
- Provided an efficient and effective professional service to both internal and external stakeholders
- Investigated and resolved disputes and complaints raised by the consumers
- Documented/maintained accurate and pertinent information on customer accounts
- Escalated the request to another team for probate, bankruptcy, and legal matters
- Compiled reports on consumer accounts and sent it to credit bureaus.
Process Expert
Convergys
06.2017 - 05.2018
Technical Support Assistant
Convergys
06.2016 - 05.2017
- Handled customer inquiries, complaints, and billing questions
- Educated customers on promotions to enhance sales
- Exceeded service objective by applying proven customer service and sales best practices
- Troubleshot the issues related to network and device with customers
- Conferred with customers about concerns with products or services to resolve problems and drive sales.
Education
B.A. (Honors) - English
Delhi University
01.2013 - 01.2016
A.I.S.S.C.E (Class XII) - undefined
G.D. Goenka Public School
01.2012 - 01.2013
A.I.S.S.E (Class X) - undefined
Rosewood Public School
01.2010 - 01.2011
Skills
Creative thinking Attention to detailundefined
Timeline
American Express
12.2020 - Current
Senior Customer Care
Midland Credit Management
12.2019 - 12.2020
American Express
10.2019 - Current
Resident Expert
06.2018 - 11.2019
Midland Credit Management
06.2017 - 11.2019
Process Expert
Convergys
06.2017 - 05.2018
Technical Support Assistant
Convergys
06.2016 - 05.2017
B.A. (Honors) - English
Delhi University
01.2013 - 01.2016
A.I.S.S.C.E (Class XII) - undefined
G.D. Goenka Public School
01.2012 - 01.2013
A.I.S.S.E (Class X) - undefined
Rosewood Public School
01.2010 - 01.2011
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