Shristi Somya

This role is to help with Virtual Floor walking, QC sampling, Targeted Coaching & Feedback and Monitoring requirements of a new hire class and in ensuring that learners meet acceptable standards of performance within established timeframes.

Responsible for liaising with support functions like GOCM, BUSA etc. to ensure effective training and coaching provided while in Classroom/Huddles etc. Monitored and tracked user progress to identify improvement opportunities. Educated new hires on products, services and tools.

Tracked and prepared daily score, adherence reports and present to leadership. Evaluate new hires performance and coach and train to improve weak areas. Handle customer escalations, complaints via sup chat and deescalate them.

Maintain compliance within product and service policies Streamline operations to improve process efficiency.

Lead customer service representatives

American Express, Gurgaon.

• Maintained up to date knowledge of products and services.
• Handled chats and responded to queries about services, productmalfunctions, Promotions, Retention, Payment and process transaction.
• Follow up with the supplier to make delivery on time and keepingaccountability of contract negotiation savings by interacting with buyer foreach transactions.
• Worked to address all card member concerns in a timely and effective manner.
• Handled large volume of chats on a day to day basis with a sense of calm andgood work ethic
• Developed successful tactics to sell products and services to card member
• Worked to understand the need of each card member and Interaction withthe users to understand the requirement to resolve Suppliers commercial disputes .
• Proven ability to foster strong relationship with the card member.

• Handled chats and responded to quotes about services, product update on promotions.
• Worked to address al customer concern in a timely and effective manner.
• Developed successful tactics to sell products and to check the details need of different customers.
• Maintained the daily Excel for the Retention customers and also handler after sale customer queries to solve it as per the process knowledge.