Shashank Shekhar

Core Responsibilities:

• Responsible to provide adequate and quick resolution to all the escalated complaints at American Express.
• Participate in various initiatives towards reduction in escalations of customer complaints.
• Ensure adequacy and quality of all complaints resolution at this level.
• Ensuring all regulatory queries are answered to the regulators satisfaction.
• Regular review of open complaints and sharing feedback both 1 on 1 and with the team to maintain an upward trend in their communication and resolution to grievances.
• Review the comments of auditors on implementation of customer service and grievance redressal policies and initiate corrective action wherever necessary.

Key Interactions:

• Business Stakeholders - Coordinating on all aspects, to deliver end to end customer grievance resolution.
• Regulator/ Government Authorities -Coordinating resolution to complainant.
• Vendor - Conducting investigation on customer grievance.
• Complainant/ Customer - Coordinating resolution to complainant/ customer.

Promoted to handle Platinum segment complaints in Feb'23.

Currently handling India CEO ID complaints in addition.

• Provided excellent customer service to resolve customer complaints in a timely manner.
• Provided accurate information about products and services to customers.
• Developed positive relationships with customers through friendly interactions.
• Provided excellent customer service by responding promptly to requests or inquiries.
• Conducted research into customer questions or problems using available resources.
• Explained banking procedures and regulations to customers accurately.
• Provided top quality control and eliminated downtime to maximize revenue.
• Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.

• Developed and implemented multi-channel digital marketing strategies.
• Executed paid search campaigns on platforms such as Google Adwords and Bing Ads.
• Collaborated with design teams to create visually appealing graphics for websites and social media posts.
• Conducted market research to identify trends in industry sectors relevant to the company's products or services.
• Managed SEO activities including keyword research, link building and content optimization.
• Worked closely with clients in order to understand their needs and develop tailored solutions accordingly.
• Managed social media profiles, implementing strategies to grow followers, engage the audience, and increase brand awareness.
• Led SEO efforts, including keyword research, content strategy, and link-building to improve organic search rankings.