SHIVENDRA PRATAP SINGH BISHT
Lead Customer Care Professional
Haldwani
Summary
Experienced Lead Analyst bringing extensive customer service skills set to fast-paced bank. Offers professional attitude and skills in customer support and relationship care. Known for having "customer first" mentality. Accomplished in providing unsurpassed support to demanding customers. Offering 5 years of experience in related roles, as well as passion for improving service delivery, enhancing knowledge and exceeding expectations.
Overview
8
8
years of professional experience
Work History
Lead Analyst
American Express India Private Limited
Gurgaon
12.2018 - Current
- Maintained customer satisfaction of 90% OSAT with 85% RTF for year 2023 and forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Joined as Senior Customer Care Professional and was promoted in first six months in production due to exceeded goals and metrics.
- Identified and resolved problems through root cause analysis and research.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Evaluated customer needs and feedback to drive product and service improvements.
- Also was recognized by our Customer Cheers section from Denise Pickett.
- Scored regular RNR spots throughout the year.
- Closing the year rating with high performance rating
Senior Sales Associate
IGT
Gurgaon
03.2018 - 11.2018
- Met or exceeded sales objectives on consistent basis to drive company growth.
- Received highest conversion for the process and was recognized in quarterly R&R
- Generated sales leads and cold called potential customers.
Senior Customer Care Executive
I-energizer
Noida
08.2016 - 11.2017
- Worked with I-energizer as a Senior Customer Care Executive.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
Education
Bachelor of Arts - Arts
Skills
Telephone etiquetteGood listening skillsKnowledge and experience of American Express systems such as GlobeStar, MYSU, CAS, GSP, GDM, CLIC, STAR etcOperational background on corporate services of American ExpressGood verbal and written business communication skills in EnglishAdaptabilityRelationship Care
Account Reconciliation
Analytical and Critical Thinking
Written Communication
Multitasking Abilities
Dependable and Responsible
Self-Motivated
Timeline
Lead Analyst - American Express India Private Limited
12.2018 - Current
Senior Sales Associate - IGT
03.2018 - 11.2018
Senior Customer Care Executive - I-energizer
08.2016 - 11.2017
Rajarshi Tandon Open University - Bachelor of Arts, Arts