Summary
Overview
Work History
Education
Skills
Timeline
Generic

Priya Gupta

Mater CCP
Gurugram

Summary

Dedicated Master Customer Service professional with knowledge of service delivery and proven multitasking abilities. Bringing excellent skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.

Overview

5
5
years of professional experience
35
35
years of post-secondary education

Work History

Master CCP

AMERICAN EXPRESS
03.2023 - Current
  • Provided real-time chat support for credit card inquiries including balance explanation, APR breakdown, transaction clarification, disputes, and card servicing (replacement/cancellation).
  • Ensured high levels of customer satisfaction through empathetic communication, accurate issue resolution, and first-contact effectiveness.
  • Handled dispute resolution and chargebacks by guiding customers through policies and using tools like CHC and GSP.
  • Utilized multiple internal platforms (ISP, GSP, Monocle, Griffin, GDM, Ask AMEX, AOST, CHC) to manage account servicing, policy adherence, and real-time query handling.
  • Maintained accuracy, compliance, and professionalism while managing multiple chats in a high-volume, fast-paced digital environment.
  • Demonstrated strong written communication and problem-solving skills aligned with American Express’s customer service standards.

Technical Support Engineer

TELEPERFORMANCE (CRM SERVICES INDIA PRIVATE LIMITED)
07.2021 - 03.2023
  • Worked with the Teleperformance (operations) as a Technical Support Engineer for an international campaign 'Adobe'
  • Handling the customer's technical case affairs of Installs, Adobe cloud service and applications related queries from all regions.
  • Troubleshoot Adobe photography applications such as Photoshop, Lightroom, and Fresco on all platforms such as Windows, Mac, iOS, and Android. Reporting of bugs, ensuring proper documentation of the problem and solution.
  • Also, provide remote support service for guidance or troubleshooting to customers who were not able to follow the steps shared or new customers who started using our app.
  • Meeting all defined client targets/Key performance Indicators.
  • Keeping the typical issues on follow-up for any troubleshooting or app performance related feedback and sharing day to day updates to the customers via email or outbound.

SR CUSTOMER SERVICE ASSOCIATE

CONCENTRIX
10.2020 - 07.2021
  • Whitehat Jr, I Troubleshoot any Technical Challenge during One-on-One coding session.
  • Basic Window and Mac troubleshooting.

Education

DIPLOMA IN ELEMENTARY EDUCATION - Education

P.N.P. ALLAHABAD
Banda, India
04.2001 - 02.2020

Bachelor of Science - PHYSICAL SCIENCE (ELECTRONICS)

RAMJAS COLLEGE, UNIVERSITY OF DELHI
Delhi
04.2001 - 07.2017

Intermediate - undefined

S.B. VIDYA MANDIR INTER COLLEGE BANDA
BANDA, UTTAR PRADESH

HIGH SCHOOL - undefined

S.B. VIDYA MANDIR INTER COLLEGE BANDA
BANDA, UTTAR PRADESH

Skills

  • Strong interpersonal & communication skills

  • MS Office Suite (Excel, Access, Word, PowerPoint)

  • Adobe apps (Photoshop, Lightroom, Fresco, Acrobat)

  • Typing speed: 50 WPM

  • Ability to work collaboratively as part of a team

  • Analytical problem solving

  • Collaborative leadership approach

  • Effective time management skills

Timeline

Master CCP

AMERICAN EXPRESS
03.2023 - Current

Technical Support Engineer

TELEPERFORMANCE (CRM SERVICES INDIA PRIVATE LIMITED)
07.2021 - 03.2023

SR CUSTOMER SERVICE ASSOCIATE

CONCENTRIX
10.2020 - 07.2021

DIPLOMA IN ELEMENTARY EDUCATION - Education

P.N.P. ALLAHABAD
04.2001 - 02.2020

Bachelor of Science - PHYSICAL SCIENCE (ELECTRONICS)

RAMJAS COLLEGE, UNIVERSITY OF DELHI
04.2001 - 07.2017

Intermediate - undefined

S.B. VIDYA MANDIR INTER COLLEGE BANDA

HIGH SCHOOL - undefined

S.B. VIDYA MANDIR INTER COLLEGE BANDA

Similar Profiles

CREATE PROFILE
Priya GuptaMater CCP