Summary
Overview
Work History
Education
Skills
Roles And Responsibilities
Timeline
Generic

Suraj M

.
Bengaluru

Summary

  • Aspiring to work with a project that offers a challenging path where I can gain more knowledge/skills and effectively contribute towards the organizational goals and growth.
  • Proactive, analytical, & client-focused professional with 3 + years of experience in Customer Support.
  • Hands-on experience in assisting customers in managing their credit card accounts and providing them with information on other financial services.
  • Ability to manage customer escalation and ability to communicate effectively.
  • Providing support for the new joiners in the team as well as on the floor
  • Analyzing and resolving real time escalations promptly and 2nd level customer complaints.

Overview

6
6
years of professional experience
5
5
Languages

Work History

GKLM Process - Trainer/Coach

American Express
07.2025 - 09.2025
  • Evaluated the effectiveness of training initiatives by tracking participant progress and gathering feedback for continuous improvement.
  • Provided one-on-one mentoring to help individuals reach their full potential within the organization.
  • Coached employees on best practices, providing constructive feedback to support their professional growth.
  • Collaborated with subject matter experts to create accurate training content.
  • Ensured smooth transition for the pilot batches due to outsourcing of process at partner site.
  • Conducted comprehensive needs assessments to identify gaps in knowledge and skills, informing future program development.
  • Facilitated team-building exercises to foster collaboration between department members.
  • Analyzed training data to identify trends and areas for improvement, leading to more targeted training efforts.
  • Mentored new hires, resulting in stronger staff development and increased productivity.
  • Created engaging learning experiences by incorporating real-world examples and case studies into the curriculum.
  • Delivered high-quality training sessions, leading to increased productivity among team members.

Master Customer Care Professional

American Express
10.2023 - Current
  • Managing the customer needs and providing excellent service to the customers and ensuring their satisfaction
  • Providing extensive support to the colleagues on the floor and in my team as well.
  • Assisted my Team Leader in providing support to the team with extensive process knowledge sharing.
  • Sharing daily reports on performance of the team.
  • Sharing crash chat events for the whole floor.
  • Assisting MM (Mobile Messaging) India on queries.
  • Reviewing WOW Chats for the floor and publishing them.
  • Detractor analysis for the team.
  • Icare review for our team.
  • Assisting with canned verbiages for the floor.
  • Engaged in call listening and analysis and chat calibrations with leaders to bridge gaps.
  • Defined team objectives and zeroed in on productivity, efficiency and service excellence.
  • Continued consistency in delivering high quality OSAT and RTF
  • Recommended Blend protocol to the management for dual skilling

Senior Customer Care Professional

American Express
03.2022 - 10.2023
  • Hackathon semi finalist for ideating a simple yet unattended concern
  • Complaint capture trainings initiated for team members.
  • 3 time RnR winner

Front End Manager

SOTC Holidays
11.2019 - 02.2022
  • Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
  • Customized Holidays for customers to various travel destinations, mainly USA, Europe, ANZ.
  • Worked and curated packages during Covid 19, on the safest destinations to travel, by working with the product team and suppliers.

Education

Bachelor of Commerce - Travel And Tourism

St. Claret Autonomous College
Bengaluru, India
01-2019

Skills

  • Customer Service Relations
  • Service Excellence
  • Process Improvement
  • Presentations
  • Reports
  • Flaw analysis
  • Good Listener
  • Time Management
  • Problem Resolution
  • Communication
  • First call resolution
  • Time management
  • Phone etiquette
  • Email communication
  • Documentation and reporting

Roles And Responsibilities

  • Managing the customer needs and providing excellent service to the customers and ensuring their satisfaction.
  • Providing extensive support to the colleagues on the floor and in my team as well.
  • Assisted my Team Leader in providing support to the team with extensive process knowledge sharing.
  • Sharing daily reports on performance of the team.
  • Sharing crash chat events for the whole floor.
  • Assisting MM (Mobile Messaging) India on queries.
  • Reviewing WOW Chats for the floor and publishing them.
  • Detractor analysis for the team.
  • Icare review for our team.
  • Assisting with canned verbiages for the floor.
  • Engaged in call listening and analysis and chat calibrations with leaders to bridge gaps.
  • Defined team objectives and zeroed in on productivity, efficiency and service excellence.
  • Continued consistency in delivering high quality OSAT and RTF.

Timeline

GKLM Process - Trainer/Coach

American Express
07.2025 - 09.2025

Master Customer Care Professional

American Express
10.2023 - Current

Senior Customer Care Professional

American Express
03.2022 - 10.2023

Front End Manager

SOTC Holidays
11.2019 - 02.2022

Bachelor of Commerce - Travel And Tourism

St. Claret Autonomous College

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