Rahul Kumar
Lead at American Express
Delhi,DL
Summary
Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
10
10
years of professional experience
1
1
Language
47
47
years of post-secondary education
Work History
Lead Analyst ( India CEN)
American Express India
2 2022 - Current
- Currently I am working for American Express India business, operations Credit Card Division
- My important work is to take calls, resolve card members queries related to their American express cards including converting EMI's, balance transfers, points credit/debit, Billing cycle change, name change etc.
- Card upgrade, selling supplementary cards and taking upgrade requests over the call.
- Fulfill Travel needs of our premium card members with help of our Travel and concierge team.
- Continuously updated knowledge of industry best practices and emerging trends, sharing insights with colleagues to drive continuous improvement within the team.
- Mentored junior analysts, providing guidance on best practices and fostering a supportive learning environment.
Sr. Customer Care Agent
CXL Technologies Pvt. Ltd
02.2020 - 02.2022
- Joined CXL post my return from Dubai and learnt a lot about CXL business domain and Customer service department
- Learnt about API and their usage to client services and its impacts on business
- Resolved concerns with products or services to help with retention and drive sales.
- Provided empathetic assistance to distressed customers, demonstrating genuine concern for their needs and fostering brand loyalty.
- Enhanced customer satisfaction by addressing and resolving issues promptly and professionally.
- Built rapport with clients, resulting in increased customer loyalty and positive feedback.
Marine Travel Consultant
Dnata International Pvt Ltd/Emirates Group
04.2018 - 01.2020
- Joined Dnata as a Travel sales consultant and learnt a lot about UAE market and its various products
- Thoroughly enjoyed generating leads by cold calling travel agents and corporate clients within UAE and offering them our services such as Flight tickets, Packages and Hotels car rentals and various other products
- Interacting with more than twenty corporate clients on daily basis by calling them and pitching them about our product and services and taking them our clients into confidence long with retail sales on daily basis, helping with price quotation and upon the confirmation booking their services
- Selling A2A visas with the good margins and assisting customers with their 30- and 90-days visa requests
- Located at DIFC, Dubai gave us an opportunity to deal with clients from various countries which makes us a global travel company.
- Worked closely with clients to understand unique needs and meet specific travel desires.
- Maintained accurate records of bookings, payments, and client information for smooth operations and future reference.
- Kept abreast of all airline rules, regulatory requirements and industry standards when scheduling travel arrangements.
- Negotiated with vendors to secure competitive rates, resulting in cost-effective travel options for clients.
- Educated clients on destination-specific considerations such as customs regulations, local attractions, or cultural norms to enhance their overall experience abroad.
- Maintained and updated corporate traveler profiles with current information.
- Collected, handled and documented payments for travel services and associated feels.
- Managed complex itineraries for multi-city trips, balancing client preferences with logistical constraints.
- Addressed unforeseen challenges during trips by coordinating alternative arrangements or providing support as needed.
- Built strong relationships with clients through exceptional communication and personalized service.
- Advised clients on visa, passport and security requirements relating to destinations and confirmed flight details for each reservation.
Travel, Process Associate
Interglobe Technologies Gurgaon
10.2014 - 06.2016
- Worked for All Major Airlines Like American Airlines, British Airways, Emirates, Etihad, Qatar, Qantas, and Cathay Pacific etc
- Interacted with Corporate Clients and VIP's to determine travel requirements and preferences and then arrange air, hotel, car and ground transportation reservations
- Developed and manage a portfolio of leisure/corporate customers seeking cost-effective, knowledgeable travel consultation
- Promoted hotel accommodations, flight arrangements, generate itineraries, invoices and correspondence, process payments and issue tickets
- Utilized Sabre, proprietary reservation system, Amadeus, internet and vendor websites to research and report on pricing, availability, features, hotel profiles, resorts, geographical facts, health issues, weather forecasts, currency exchange rates, entry-requirements, travel advisories and special events
- Contributed to the workplace administratively from new employee training, settling invoice disputes, collections, and competitive price adjustment.
Education
B.A. -
Delhi University
XII - Higher Secondary
C.B.S.E
New Delhi 04.2009 - 04.2010
X - Secondary School
C.B.S.E
New Delhi 04.2007 - 04.2008
Master of Arts - Sales And Marketing Education
Institute of Management Technology ( IMT) Drop Out
Ghaziabad, India 04.2001 -
Skills
Travel Sales
Corporate sales
Retail Sales /Holiday Packages
A2A Visas
Global Distribution System
MIS / Documentation / Coordination
Airline Reservation/Amadeus
UAE Visas/Worldwide Visas
Customer Service
Passport Details
P2044594 Valid
Profile Overview
A competent Tele sales and customer care professional with areas of Travel Operations, MIS & Documentation, Transportation and Client Relations. Delivered solutions-driven customer service to multiple companies by making an outbound call and pitching them about our product and services. Organizing physical meetings with our sales team and product manager with our clients. Repeatedly recognized for systematic approach to organization and control, and for creating a calm and clean environment that facilitates optimal productivity and innovation. Champion all aspects of sales, business development, relationship building, and revenue generation. Communicate with clients via email and phone to provide in-depth account information, pricing, services, and general counselling and guidance. Coordinated information and defined client expectations with internal teams to ensure service-driven implementation.
Personal Information
- Date of Birth: 11/16/93
- Marital Status: Unmarried
Accomplishments
American Express organizes a Hackathon every 2nd year where -in front line colleagues suggestions and Ideas are also welcomed to improve better customer care and enhance existing card products.
My idea related to an existing card upgrade was selected and was submitted to the senior leadership and I was lucky enough to be able to reach the final round.
Idea would not only generate more revenue/profits but it would also make our card product an invincible one in the market and beat all our competitors hands down.
Timeline
Sr. Customer Care Agent
CXL Technologies Pvt. Ltd
02.2020 - 02.2022
Marine Travel Consultant
Dnata International Pvt Ltd/Emirates Group
04.2018 - 01.2020
Travel, Process Associate
Interglobe Technologies Gurgaon
10.2014 - 06.2016
XII - Higher Secondary
C.B.S.E
04.2009 - 04.2010
X - Secondary School
C.B.S.E
04.2007 - 04.2008
Master of Arts - Sales And Marketing Education
Institute of Management Technology ( IMT) Drop Out
04.2001 -
Lead Analyst ( India CEN)
American Express India
2 2022 - Current
B.A. -
Delhi University