Saurabh Shukla
Pyaragraj
Summary
The objective of my life is to attain a steady growth in professional and social life, to make significant contribution to the organization in a team environment and to be an asset to the organization.
I have a total work experience of more than 6 years in the customer service industry. I have more than 11 years of work experience in financial institutions like Barclays and American Express.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Operations Support/Customer Service Analyst
American Express India Private Limited
12.2024 - Current
Customer Service/Dispute Analyst
American Express India Private Limited
08.2021 - 12.2024
Lead Credit Specialist
American Express India Private Limited
04.2019 - 08.2021
Sr. Collection Specialist
American Express India Private Limited
10.2018 - 03.2021
Customer Experience Specialist
Airseva an affiliate of Airbnb
11.2017 - 10.2018
- Help Host in Setting up Listings (properties)
- Help Hosts in managing the Host Profile
- Offer Payment assistance
- Ensure Business Compliance
- Trip Reimbursements and Claims processing
- Assisting the Guests with their on-going trip
- Assisting the Guests with the future/upcoming trips
Sr. CCP
American Express India Private Limited
10.2015 - 05.2017
- Assisting Card Members with usual card functions
- Up selling new card products and other services
- Assisting the Team Leader as an acting Resident Expert
- Regular monitoring of calls and providing feedback to the team members
- Maintaining a track record of team's performance
- Suggesting measures to enhance team performance
- Assist Trainers with the On Job Training for the new hires
- Been a part of the training team for US voice and accent
- Assist trainers in enhancing the communication skills of their trainees through the remedial coaching
Process Advisor
Barclays Shared Service Limited
03.2015 - 10.2015
- Assisting customers in everyday banking
- Promoting new card products
- Managing Compliance specific to the Company Norms
Sr. Technical support officer
Convergys India Private Limited
06.2013 - 02.2015
- Assist Ex-Employees of At&T in the Annual Enrollment
- Responding to the Queries of the Ex- Employees of At&T
- Initiate tickets to the vendors responsible for the benefit management
- Responding to the Queries related to change in regulations of the Ex- Employees’ benefits
- Addressing customer's queries related to their mobile network
- Assisting the Team Leader in performance enhancement and team management
- Supporting the new joiners in terms of subject matter
Education
Matriculation - ICSE Board
SJA
01.2006
Certificate in Project Management -
IIT- Delhi
08.2024
MBA - Finance & HR
SVSU-DEC
01.2022
B. Tech. - Electrical & Electronics
AKTU
01.2016
Intermediate - ISC Board
SJA
01.2008
Skills
- Complaint Analytics
- Conflict de-escalation
- Telephone and email etiquette
- Payment plan preparation
- Team bonding and development
Personal Information
- Father's Name: Mr. G.S. SHUKLA
- Mother's Name: Mrs. Savita Shukla
- Date of Birth: 11/21/89
Certification
Project Management from IIT Delhi
Timeline
Operations Support/Customer Service Analyst
American Express India Private Limited
12.2024 - Current
Customer Service/Dispute Analyst
American Express India Private Limited
08.2021 - 12.2024
Lead Credit Specialist
American Express India Private Limited
04.2019 - 08.2021
Sr. Collection Specialist
American Express India Private Limited
10.2018 - 03.2021
Customer Experience Specialist
Airseva an affiliate of Airbnb
11.2017 - 10.2018
Sr. CCP
American Express India Private Limited
10.2015 - 05.2017
Process Advisor
Barclays Shared Service Limited
03.2015 - 10.2015
Sr. Technical support officer
Convergys India Private Limited
06.2013 - 02.2015
Certificate in Project Management -
IIT- Delhi
MBA - Finance & HR
SVSU-DEC
B. Tech. - Electrical & Electronics
AKTU
Intermediate - ISC Board
SJA
Matriculation - ICSE Board
SJA
Similar Profiles
Kartik AroraKartik Arora
Data Privacy Analyst (Band 30) at American Express India Private LimitedData Privacy Analyst (Band 30) at American Express India Private Limited
Sangeet KapoorSangeet Kapoor
Lead Financial Analyst at American Express India Private LimitedLead Financial Analyst at American Express India Private Limited
Natasha LyallNatasha Lyall
Senior Customer Service Analyst at American Express (India) Private LimitedSenior Customer Service Analyst at American Express (India) Private Limited