Richard Aaron
Faridabad
Summary
Performance-driven retention specialist with experience in handling high-risk customer interactions and improving key metrics aligned with business objectives. Skilled in real-time coaching, floor support, and peer development.
Overview
3
3
years of post-secondary education
6
6
years of professional experience
Work History
Customer Care Professional - US Retentions
American Express
Gurugram
07.2025 - Current
- Managed US cardmember accounts, focusing on customer retention
- Utilized spend analysis, and account history to personalize retention strategies
- Consistently achieved save rate targets, contributing to a healthy scorecard month on month.
- Delivered exceptional customer experience while balancing key metrics, company policy, risk, and cost controls
- Collaborated with internal teams to identify churn patterns and improve retention frameworks
- Provided real-time call coaching and actionable feedback to improve call handling, objection management, and save rates
- Shared best practices on handling difficult conversations and reducing cancellations
- Consistently met/exceeded performance targets, setting a benchmark for team performance
- Demonstrated strong understanding of quality metrics, compliance, and customer experience standards
OJT Coach - US Servicing
American Express
Gurugram
05.2026 - 06.2026
- Served as Acting Coach for a 15- member production team, conducting regular 1:1 coaching sessions, performance reviews, and targeted action plans to improve key metrics.
- Drive real-time performance management through CHT Monitoring, live OR Tracking, and Call Reviews, ensuring consistent progress toward team goals.
- Improved underperforming CCP Metrics through structured coaching and follow-up, improving Goal V2A Performance from ~50% to ~ 90%.
- Facilitated Team Huddles, delivered Performance Insights, and maintained engagement through affective communication and feedback practices.
- Acted as a key operational POC, supporting leadership coverage, driving accountability, and ensuring smooth day to day team operations.
Customer Care Professional - US SERVICING
American Express
Gurugram
11.2022 - 07.2025
- Resolved customer inquiries effectively while ensuring end-to-end servicing and keeping in mind the other key metrics like CHT Vibes and Accept Rate.
- Assisted clients in navigating account management tools and services.
- Collaborated with team members to enhance customer service protocols.
- Collaborated with the GBI team and Acted as VG SPOC, conducting compliance audits and supporting team members in improving quality scores
- Assisted in performance improvement by identifying gaps and guiding agents on call handling and compliance
Account Manager
Midland Credit Management
05.2022 - 10.2022
- Managed collections and negotiated payment plans
- Handled escalations and complex customer cases
Customer Service Executive
Teleperformance
10.2020 - 05.2022
- Resolved customer issues and maintained service quality
- Followed escalation protocols and ensured resolution
Education
Bachelor of Arts - General Studies
UPRTOU
Prayagraj 06.2022 - 06.2025
Skills
- Performance Coaching
- Call Listening & Feedback
- Objection Handling
- Floor Support
- New Hire Support (Multiple Batches)
- Quality & Compliance
- Data Tracking & Reporting
- Communication & Influence
Timeline
OJT Coach - US Servicing
American Express
05.2026 - 06.2026
Customer Care Professional - US Retentions
American Express
07.2025 - Current
Customer Care Professional - US SERVICING
American Express
11.2022 - 07.2025
Bachelor of Arts - General Studies
UPRTOU
06.2022 - 06.2025
Account Manager
Midland Credit Management
05.2022 - 10.2022
Customer Service Executive
Teleperformance
10.2020 - 05.2022