Sahil Sharma
New Delhi
Summary
Passionate and dedicated analyst, worked as a Team Coach at American Express, with a knack for connecting with clients and helping them navigate their financial needs. I pride myself on delivering excellent service, resolving challenges, and fostering a supportive team environment. With a strong foundation in customer service and problem-solving, I am eager to make a positive impact and ensure that every client feels valued and supported throughout their experience.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Team Coach
American Express
Gurgaon
11.2014 - 09.2025
- Adapted to flexible hours across night, weekend, and holiday shifts to meet business needs.
- Resolved complex issues, enhanced operational efficiency, and delivered exceptional service.
- Nurtured interpersonal skills by fostering positive relationships with colleagues and clients.
- Started as a customer service specialist in US process assisting American Express credit card members for credit card issues, new card acquisition and Sales.
- Moved to Digital assistance through Mobile Messaging service portal and online account assistance in July 2018 as a Master Ccp.
- Joined as a key member to Pilot project for Mobile Messaging (Chat Support) for India market in Feb 2019.
- Earned multiple Rewards and Recognition being top performer for team.
- Promoted to Lead Ccp in 2020.
- Was part of Customer retentions unit for India Market as a new project in 2021.
- Rewarded as Best performer for Quarter 2 in 2023.
- Offered a position of a team coach (Analyst) for new transitioned team for new accounts and mentored them through their transition period.
- My responsibility as a team coach is to monitor teams performance and daily work for the team handling new credit card applications and kyc process.
- Analyze customer financial requirements and suggest on available options in terms of card and insurance services.
Customer Service Associate
Concentrix
Gurgaon
10.2012 - 10.2014
- Facilitated setup and activation of mobile phones while providing remote troubleshooting assistance for devices.
- Addressed billing and payment issues in accordance with company guidelines, effectively resolving disputes.
- Provided technical support to customers by diagnosing and resolving product and service issues.
Sr. Associate
Wipro BPO
Gurgaon
10.2009 - 12.2010
- Executed troubleshooting processes for Kodak printers, ensuring timely resolution of issues.
- Managed software and wireless installations for clients in the US and Canada.
Education
Btech - Electronics and Communication
Punjabi University
Punjab, India10th -
Punjab school Education Board
Punjab, India10th -
CBSE
Bathinda, IndiaSkills
- Customer service portals
- Excel
- Quick Learner
- Problem Solving
- Data Analytics
- Ownership
- Eye for Detail
- SQL
- Power Bi
Certification
- Certificate for Banking and Insurance business: AML, KYC, the NAIC, IFRS
- Certificate for Data Analytics
- Ms Excel, SQL and Power Bi certification.
Hobbies and Interests
- Football
- Interactive entertainment
Languages
Fluent in Hindi, Punjabi and English.
Timeline
Team Coach
American Express
11.2014 - 09.2025
Customer Service Associate
Concentrix
10.2012 - 10.2014
Sr. Associate
Wipro BPO
10.2009 - 12.2010
Btech - Electronics and Communication
Punjabi University
10th -
Punjab school Education Board
10th -
CBSE