Simran Kaur Bhatia
New Delhi,DL
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities.
Committed to maintaining professional relationships to increase profitability and drive business results.
Knowledgeable and dedicated customer service professional with extensive experience in servicing Centurion CM's .
Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success.
Overview
13
13
years of professional experience
Work History
Lead CSR
American Express
06.2016 - Current
- Responded to customer requests for products, services, and company information.
- Managed timely and effective replacement of damaged or missing card products.
- Identified and resolved discrepancies and errors in customer accounts.
- Implemented and developed customer service training processes.
- Cross-trained and provided backup support for organizational leadership.
- Educated customers about billing, payment processing and support policies and procedures.
- Investigated and resolved customer inquiries and complaints quickly.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Exhibited high energy and professionalism when dealing with card members .
- Increased efficiency and team productivity by promoting operational best practices.
- Delivered prompt service to prioritize customer needs.
- Responded proactively and positively to rapid change.
- Maintained up-to-date knowledge of product.
New Account Specialist
American Express, AMEX
01.2012 - 12.2015
- Set up new customer accounts and updated existing profiles with latest information.
- Adhered to standards of quality and service as well as all compliance requirements.
- Reviewed account activity to assess financial status and evaluate discrepancies.
- Monitored accuracy of customer information in system.
- Responded to customer inquiries regarding new accounts and account services.
- Greeted customers and delivered information about new account processes.
- Answered customer questions and explained available services such as deposit accounts, bonds, and securities.
- Verified customer identity and reviewed documentation for accuracy.
Education
B.COM - Commerce
Delhi University
New Delhi, IndiaSkills
- Banking operations support
- Call center operations
- Product knowledge
- Microsoft Excel
- Tracking complaints
- Punctuality and reliability
- Escalation management
- Inbound and outbound calling
- Critical thinking
- Positive and professional
- Decision-making
- High-energy attitude
- Verbal and written communication
- Active listening
- Customer service
Languages
English
Hindi
Punjabi
Interests
Love spending time with family , travels and binge-watching television
Timeline
Lead CSR
American Express
06.2016 - Current
New Account Specialist
American Express, AMEX
01.2012 - 12.2015
B.COM - Commerce
Delhi University
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