Cooking and Travelling
Sumera Khan
Gurugram
Summary
Versatile professional committed to excellence in customer-facing and analytical roles. Recognized for fostering positive relationships with clients and colleagues, leveraging strong communication and interpersonal skills to effectively address challenges and enhance service delivery. Extensive experience in the airline industry provides a unique perspective on customer satisfaction, while a solid analytical background in merchant servicing drives efficiency and accuracy in operational processes. Thrives in dynamic environments where collaboration and adaptability are essential for success.
Overview
7
7
years of professional experience
Work History
Team Captain - UK Merchant Services Network
American Express India Pvt Ltd
Gurugram, Haryana
04.2025 - Current
- Enhanced team performance by implementing effective communication and collaboration strategies.
- Promoted a culture of continuous learning within the team, encouraging professional development opportunities for all members.
- Set clear expectations for each member''s roles and responsibilities, leading to improved accountability across the board.
- Invested time to build and strengthen relationships with teammates by inquiring about individual challenges and goals.
- Utilized excellent communication skills to resolve customer complaints promptly and professionally.
- Performed regular competitor analysis to stay informed about industry trends and adjust strategies accordingly.
- Trained newteam members, fostering a culture of continuous improvement and professional growth within the organization.
Lead Customer Service Associate
American Express India Pvt Ltd
Gurugram, Haryana
11.2022 - 04.2025
- Analyze discrepancies in transaction records, reconciling them with bank statements or internal databases.
- Indicate, investigate variances and discrepancies to identify errors or mismatches, ensuring accuracy and compliance.
- Perform maintenance tasks on merchant accounts, including validation checks, bank changes, address updates, and signer changes.
- Consistently exceed performance expectations, demonstrating exceptional skills and expertise in the role.
- Proactively seek out opportunities for growth and development, collaborating effectively with team members to achieve shared goals.
- Trained and mentored new team members to strengthen performance and job expertise.
Senior Cabin Crew
Interglobe Aviation Pvt. Ltd.
New Delhi
12.2018 - 11.2022
- Maintained strict adherence to safety regulations, ensuring the well-being of passengers and crew members during flights.
- Coordinated seamless boarding processes by working closely with ground staff, expediting departure times without compromising service quality or safety standards.
- Boosted overall team morale through effective leadership techniques that fostered a positive work environment among crew members.
- Reduced customer complaints by effectively resolving conflicts and escalating issues when necessary.
Education
B.A -
Dyal Singh, Delhi University
Delhi01.2020
H.S.C - CBSE
Pinewood School
Saharanpur01.2016
S.S.C - CBSE
Pinewood School
Saharanpur01.2014
Skills
Cross-functional teamwork
Analytical problem-solving
Coaching and mentorship expertise
Prioritization skills
Effective feedback communication
MS Office
Motivation techniques
Influencing others
Feedback delivery
Accomplishments
- Awards & Recognition
- Certificate of Merit – Recognized for exceptional performance in the C-SET team.
- 17x 6E Claps (IndiGo) – Earned for outstanding customer service delivery.
- "For Each Other" Award (IndiGo) – Honored for cross-departmental collaboration.
- Star Award & Hero award– Celebrated for personal excellence and team leadership.
- Operational & Team Contributions
- Event Leadership: Organized team engagement events for CEAT UK MPT, fostering collaboration and morale.
- Process Improvement: Managed team mailboxes for maintenance/financial queries, reducing response times and boosting client satisfaction.
- Customer Excellence: Achieved consistent positive feedback for service quality at IndiGo.
- Project Success: Drove cross-functional teamwork in major projects through effective communication strategies.
Interests
Timeline
Team Captain - UK Merchant Services Network
American Express India Pvt Ltd
04.2025 - Current
Lead Customer Service Associate
American Express India Pvt Ltd
11.2022 - 04.2025
Senior Cabin Crew
Interglobe Aviation Pvt. Ltd.
12.2018 - 11.2022
H.S.C - CBSE
Pinewood School
S.S.C - CBSE
Pinewood School
B.A -
Dyal Singh, Delhi University