SYED ISHFAQ HUSSAIN
Customer Service Representative
Uri
Summary
Ability to handle a variety of customer needs and provide solutions accordingly. Comfortable multitasking and learning different customer service management applications. Active listening skills and the ability to remain patient and calm under pressure. Strong attention to detail and time management.
Overview
10
10
years of professional experience
Work History
Lead customer service professional
American Express
Gurgaon , Haryana
02.2026 - Current
- Initiated cross-training initiatives among employees enabling them to take on additional responsibilities during peak periods or absences.
- Mentored junior staff members, sharing best practices for exceptional customer service delivery.
- Worked closely with other departments such as sales or marketing aligning company objectives towards enhancing customer experience.
- Created a positive work environment that encouraged open dialogue between team members resulting in higher job satisfaction rates.
- Maintained up-to-date knowledge of industry trends and competitive landscape to better serve customers'' needs.
- Streamlined communication for improved efficiency, promptly addressing inquiries and requests.
Master Customer Care professional
American Express
Gurgaon , Haryana
12.2024 - 02.2026
- Collaborated with team members to improve overall performance, sharing best practices and pooling resources for optimal results.
- Conducted proactive outreach to customers with outstanding issues, working diligently to resolve their concerns in a timely manner.
- Served as a reliable resource for colleagues by readily offering assistance and support when needed, demonstrating strong teamwork skills.
- Maintained comprehensive product knowledge, staying up-to-date on new features and offerings to better assist customers.
- Developed strong relationships with clients through consistent follow-up, ensuring their ongoing satisfaction and loyalty to the brand.
- Surpassed performance metrics in key areas such as average handle time, quality assurance scores, and resolved cases per day.
- Increased first-call resolution rates by effectively navigating internal systems to find quick solutions for customers.
- Improved overall work environment by fostering collaboration among colleagues and actively participating in team-building activities.
- Streamlined company processes for better efficiency, managing high call volume while maintaining exceptional service.
- Managed high-stress situations calmly and effectively, diffusing tense interactions between customers and staff members when needed.
- Provided excellent support to customers, troubleshooting technical issues and guiding them through resolution steps.
- Reduced customer churn rate with effective problem-solving skills and empathetic communication techniques.
Senior Associate
American Express
04.2023 - 12.2024
- As a senior associate, I was responsible for providing excellent customer service and assisting card members with any issues or concerns they had regarding their bills or credit cards
- I was promoted to Master ccp in December 2024
Senior Associate
Concentrix (Sprint Chat)
12.2019 - 04.2023
- Senior Associate responsible for dealing with American customers for Sprint (part of T-Mobile)
- Performed exceptionally well, derived NPS of 80% or more every month, customer centric chats, maintained all parameters such as CPH, AHT, login hours etc
Associate
Jindal Intellicom Ltd (Zomato Chat)
10.2017 - 09.2019
- Joined as an Associate and was promoted to Quality Analyst within 5 months due to my high performance
- I was responsible for auditing associate chats and providing feedback to improve customer satisfaction according to company protocols
Associate
Concentrix (Amazon Chat)
04.2016 - 10.2016
- Associate responsible for dealing with online customer chats for Amazon and was the star performer for the team
Education
Bachelors - Civil Engineering
Punjab Technical University
10th Class + 2 - undefined
Jammu & Kashmir State Board of School Education
Matriculation - undefined
Jammu & Kashmir State Board of School Education
Skills
AutoCAD 2D & 3D
StaadPro
Basics of Computer
MS-Office
Windows
Excel
Timeline
Lead customer service professional
American Express
02.2026 - Current
Master Customer Care professional
American Express
12.2024 - 02.2026
Senior Associate
American Express
04.2023 - 12.2024
Senior Associate
Concentrix (Sprint Chat)
12.2019 - 04.2023
Associate
Jindal Intellicom Ltd (Zomato Chat)
10.2017 - 09.2019
Associate
Concentrix (Amazon Chat)
04.2016 - 10.2016
Bachelors - Civil Engineering
Punjab Technical University
10th Class + 2 - undefined
Jammu & Kashmir State Board of School Education
Matriculation - undefined
Jammu & Kashmir State Board of School Education