Rahul Yadav
Customer Care Professional
Delhi
Summary
Proven expertise in enhancing customer satisfaction and streamlining service delivery, demonstrated at American Express. Skilled in technical troubleshooting and fostering long-term relationships, we consistently exceed performance metrics. Our ability to manage high call volumes and resolve complex issues reflects strong time management and complaint handling skills.
Overview
5
5
years of professional experience
6
6
years of post-secondary education
Work History
Master Customer Care Associate
American Express, AMEX
Gurgaon
07.2022 - 11.2024
- Continuously updated knowledge of company products and services, ensuring accurate information was provided to customers at all times.
- Acted as a liaison between customers and internal teams, facilitating clear communication throughout the resolution process.
- Contributed ideas during team meetings aimed at improving processes within the department for greater efficiency and effectiveness.
- Exceeded individual performance metrics consistently, reflecting a strong commitment to customer care excellence.
- Trained new customer care associates to ensure consistency in service quality and adherence to company policies.
Senior Process Associate
Accenture Solutions Private Limited
Gurgaon
03.2021 - 06.2022
- Collaborated with cross-functional teams to improve overall process performance and client satisfaction.
- Provided backup support during peak periods or staff shortages to ensure seamless service delivery to clients at all times.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Demonstrated excellent multitasking abilities by managing multiple concurrent tasks while ensuring timely completion.
- Handled calls efficiently, finding satisfactory resolutions for both customers and the company alike.
Customer Care Representative
Convergys India /Services Private Limited
Gurgaon
07.2019 - 12.2020
- Assisted call-in customers with questions and orders.
- Managed high call volume with exceptional professionalism and efficiency.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Navigated multiple computer systems and applications to find information.
- Delivered comprehensive product support, assisting customers with troubleshooting and usage guidance.
- Investigated and resolved accounting, service and delivery concerns.
Education
Bachelor of Technology -
Dr Abdul Kalam Technical University
Sitapur, India 04.2013 - 05.2017
12th -
CBSE Board
Sitapur, India 04.2012 - 04.2013
10th -
Uttar Pradesh Board
Sitapur, India 03.2009 - 04.2010
Skills
Language proficiency
First call resolution
Complaint handling
Time management
Inbound customer service
Technical troubleshooting
Payment processing
Order processing
Timeline
Master Customer Care Associate
American Express, AMEX
07.2022 - 11.2024
Senior Process Associate
Accenture Solutions Private Limited
03.2021 - 06.2022
Customer Care Representative
Convergys India /Services Private Limited
07.2019 - 12.2020
Bachelor of Technology -
Dr Abdul Kalam Technical University
04.2013 - 05.2017
12th -
CBSE Board
04.2012 - 04.2013
10th -
Uttar Pradesh Board
03.2009 - 04.2010
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