Pritam Rai
Darjeeling
Summary
Dynamic customer service professional with a proven track record at American Express, excelling in client engagement and debt recovery negotiation. Adept at utilizing CRM software to enhance service delivery and improve customer satisfaction. Recognized for developing effective communication strategies that foster strong relationships and drive operational efficiency.
Overview
13
13
years of professional experience
2014
2014
years of post-secondary education
Work History
Customer Service Representative
American express
04.2022 - 01.2026
- Enhanced customer retention by resolving complex inquiries and delivering tailored solutions, leading to improved client satisfaction.
- Resolved customer inquiries and issues effectively, ensuring a high level of satisfaction and retention.
- Engaged with high-value customers to address concerns proactively, enhancing overall customer experience and loyalty.
- Managed communication with at-risk customers, negotiating solutions to retain their business.
- Utilized CRM software to track interactions and streamline service processes, enhancing operational efficiency.
- Collaborated with team members to implement new procedures, resulting in improved service delivery and response times.
- Explained new products and services to customers.
Process Advisor
Barclays
02.2019 - 04.2022
- Utilized advanced negotiation techniques to recover outstanding debts, significantly improving collection rates and client satisfaction.
- Assessed customer financial situations to identify hardship cases that required special consideration or alternative repayment options.
- Analyzed customer credit applications to ensure compliance with regulatory requirements and internal policies, enhancing risk management processes.
- Resolved customer inquiries regarding account details, payment processing, and card benefits, fostering positive customer relationships and satisfaction.
- Drove customer engagement by leveraging in-depth product knowledge to provide tailored credit card solutions, enhancing client satisfaction.
- Streamlined communication channels between departments, resulting in improved collaboration and project turnaround times.
- Explained the consequences of non-payment in a professional manner.
Associate
Provana
05.2017 - 12.2018
- Analyzed complex account data to identify delinquent accounts, leading to improved recovery strategies and enhanced collections.
- Developed tailored communication strategies for clients, resulting in increased repayment rates and strengthened customer relationships.
- Trained and mentored junior staff on best practices in debt recovery, fostering a culture of excellence and accountability.
- Analyzed financial accounts to determine the best course of action for debt collection.
- Recognized patterns in customer behavior that could be used as indicators of future delinquency rates.
Customer Service Officer
Vodafone
sikkim
06.2015 - 05.2016
- Delivered exceptional customer support by effectively resolving inquiries and complaints, enhancing customer loyalty and satisfaction.
- Resolved customer inquiries quickly and efficiently by utilizing problem-solving skills.
- Maintained updated records of customer interactions, transactions, comments and complaints.
- Assisted staff with technical issues by performing simple troubleshooting and registering helpdesk tickets with IT department.
- Developed strong professional relationships with employees and clients through effective customer service skills.
CRM Practitioner
IBM Daksh
06.2013 - 03.2014
- Developed and implemented CRM strategies that enhanced customer engagement, resulting in improved client retention and satisfaction.
- Managed a high volume of claims, ensuring accuracy and compliance with industry regulations to enhance operational efficiency.
- Processed a high volume of claims efficiently while maintaining quality standards.
- Provided quality customer service to assigned, insured and claimants throughout claims process to deliver timely service to customers.
- Handled customer inquiries regarding insurance policy coverage details and payment status updates.
Education
BBA -
ICFAI
Gangtok 06.2010 - 02.2013
DSA - Diplome in Software Applicatiom
Web Center
01.2010 - 01.2011
TNSS
SikkimSkills
- Customer inquiry resolution
- CRM software utilization
- Service delivery improvement
- Client engagement strategies
- Communication channel streamlining
- Debt recovery negotiation
- Financial assessment
- Account analysis
- Customer relationship management
- CRM software proficiency
- Microsoft Office Suite
- Sales expertise
- Brand representation
- Account management
- Microsoft outlook
- Call center operations
Languages
Nepali
First Language
English
Advanced (C1)
C1
Hindi
Upper Intermediate (B2)
B2
Timeline
Customer Service Representative
American express
04.2022 - 01.2026
Process Advisor
Barclays
02.2019 - 04.2022
Associate
Provana
05.2017 - 12.2018
Customer Service Officer
Vodafone
06.2015 - 05.2016
CRM Practitioner
IBM Daksh
06.2013 - 03.2014
BBA -
ICFAI
06.2010 - 02.2013
DSA - Diplome in Software Applicatiom
Web Center
01.2010 - 01.2011
TNSS