Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Rahul Sharma

New Delhi

Summary

With over 4 years of experience in chat operations and service management. Currently excelling at American Express as an Analyst Operations (Sr CCP), managing global customer interactions with a data-driven and process-oriented approach. Proven track record in delivering high OSAT scores, chat efficiency, and leading team initiatives. Passionate about driving service excellence, building SOPs, and contributing to long-term customer satisfaction strategies.

To build a career in a growing organization, where I can get the opportunity to prove my abilities by accepting challenges, fulfilling the organizational goals, and climbing the career ladder through continuous learning.

I aim to further enhance my skills in premium customer service, data-driven decision-making, and process improvement, while contributing to organizational excellence. Goal-driven analyst polished in managing and breaking down large volumes of information. Proactive at heading off issues in operations, workflow and production by uncovering trends affecting business success. Several years of experience in industry.

Overview

5
5
years of professional experience

Work History

Analyst Operations (Sr CCP), CEN India

American Express
New Delhi
08.2024 - Current
  • Handled 8,000+ moderate to premium cardmember interactions via chat, resolving complex issues, including billing errors, chargebacks, card upgrades, fraud alerts, and promotional benefit queries.
  • Achieved OSAT scores of 95%+ with RTF consistently above 70%, and Adherence to Schedule (ATS) over 94%, aligning with global service excellence benchmarks.
  • Maintained an average Chat Handling Time (CHT) of 6.5 to 7 minutes, contributing to high First Contact Resolution (FCR) rates.
  • Designed and implemented a 'One-Stop Excel Sheet' for team-wide reference, consolidating all the latest updates, policy changes, and FAQs, increasing query resolution efficiency, and reducing dependency on leads.
  • Proactively forwarded global business communications and alerts to the team in real time, ensuring alignment with compliance and new campaign rollouts.
  • Rolled out regular 'Save a Card' SOP reminders to the entire workgroup, which helped reduce CTT tagging errors, and enhanced procedural compliance.
  • Led multiple rounds of data collation, extraction, and trend analysis to identify service gaps and trigger knowledge refreshers, driving performance, and error reduction.
  • Supported knowledge building across the floor by mentoring peers and acting as a process go-to for escalations, system queries, and SOP clarity.

Account Manager (Chat Support/Click to Chat)

Midland Credit Management, Encore Capital
07.2023 - 08.2024
  • Managed and resolved a high volume of debt collection cases through live chat, achieving a 90% recovery rate. Effectively doing collections from customers.
  • Verified details of transactions, funds received and total account balances.
  • Creating payment plans using ACH/ Visa / Master cards in Mercury.
  • Matching payments to the correct consumers account in Debt Manager.
  • Responsible for entering customer payments into the accounting software system.
  • Analyzed account histories. Monitored payments. Reconciled discrepancies and updated consumer’s information in the database.
  • Analyzed consumers account information to identify discrepancies or trends in payment history.
  • Developed procedures to ensure timely collection of payments from consumers.
  • Negotiated payment plans with consumers in arrears or at risk of defaulting on payments.
  • Used MS Office, MS Excel, to track the number and amount of payments received.

Chat Coordinator

Trueblue India LLP
Gurgaon
11.2021 - 06.2023
  • Conducted recruiting chats and queries of the candidates who were hired.
  • Resolved queries related to payroll, benefits and staffing needs and requirements.
  • Grew passive talent pipeline to prepare for future hiring needs.
  • Advocated for staff members, helping to identify and resolve conflicts.
  • Maintained chat efficiency and consumer NPS scores, following SOPs and related process guidelines.
  • Improved organizational filing systems for confidential employee records, resulting in improved accessibility and efficiency.
  • Developed and monitored employee recognition programs.

Analyst

Wipro HR Shared Services
Gurgaon
10.2020 - 11.2021
  • Created various Excel documents to assist with pulling metrics data and presenting information to stakeholders for concise explanations of best placement for needed resources.
  • Produced monthly reports using advanced Excel spreadsheet functions.
  • Extracted and interpreted data patterns to translate findings into actionable outcomes.
  • Analyzed transactions to build logical business intelligence model for real-time reporting needs.
  • Uphold security and confidentiality of documents and data within area of responsibility.
  • Participated in requirements meetings to understand business needs.
  • Collaborated with business-unit leaders to identify and prioritize problems.
  • Used statistical methods to analyze data and generate useful business reports.

Education

Bachelor of Business Administration -

IITM, GGSIP University
New Delhi
09.2020

12th -

Sumermal Jain Public School
New Delhi
03.2017

Skills

  • Customer support
  • Chat management
  • Payment processing
  • Team collaboration
  • Conflict resolution
  • Performance metrics
  • Customer engagement
  • MS Excel

Languages

Hindi, English
First Language

Timeline

Analyst Operations (Sr CCP), CEN India

American Express
08.2024 - Current

Account Manager (Chat Support/Click to Chat)

Midland Credit Management, Encore Capital
07.2023 - 08.2024

Chat Coordinator

Trueblue India LLP
11.2021 - 06.2023

Analyst

Wipro HR Shared Services
10.2020 - 11.2021

Bachelor of Business Administration -

IITM, GGSIP University

12th -

Sumermal Jain Public School

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Rahul Sharma