Summary
Overview
Work History
Education
Skills
Interests
Disclaimer
Timeline
Generic

Sumit Kaushal

Customer service associate
Delhi

Summary

To work in an esteemed organization where I could enhance my skills and align myself along with achieving the goals & objectives of the organization through my hard work and dedication towards work.

Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills.

Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively.

Overview

7
7
years of professional experience
1
1
Language

Work History

Customer Service Representative

American Express
09.2021 - Current
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Responded to customer requests for products, services, and company information.
  • Using ISP, GSP, and CVP for customer handling.
  • Using SpeechMinor and Nexedia for call valuation.

Account Manager

Encore Capital Group
11.2018 - 08.2021
  • Increased client satisfaction by building strong relationships and addressing their needs promptly.
  • Successfully resolved escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved.
  • Maintained high client retention rate by providing exceptional customer service and anticipating client needs.
  • Collaborated with sales team to identify potential upsell opportunities and expand client base.

Education

B.COM(HONS) -

Delhi University SOL
01.2015

Intermediate(12th) - undefined

GOVT.BOYS Sr. Sec. School, Delhi
01.2010

Skills

  • MS office (Word, Excel, and Power Point)
  • Knowledge of US card products & services(All Amex products)
  • Worked on GSP ISP and CVP, also used speech minor and Nexidia for call handling and audit purposes
  • Used speech minor for team audits for value generation and CFR call handling
  • Promoted as coach role in 2024 and supported cross trained batches
  • Audits for value generation within the team and helped team to come out of the learning curve
  • Worked in RCR enhancement for the india site in 2025

Interests

Listening to Music and playing cricket

Disclaimer

DATE: 09/20/2025

Timeline

Customer Service Representative

American Express
09.2021 - Current

Account Manager

Encore Capital Group
11.2018 - 08.2021

Intermediate(12th) - undefined

GOVT.BOYS Sr. Sec. School, Delhi

B.COM(HONS) -

Delhi University SOL
Sumit KaushalCustomer service associate