Vanisha Purty
South West Delhi
Summary
- Seasoned professional with extensive experience in customer service, retention, and team management. Excels in delivering exceptional customer support across diverse cultural environments, implementing proactive retention strategies, and fostering lasting relationships with a global customer base. Expertise includes anticipating customer needs, leveraging multi-channel communication strategies, and driving customer satisfaction and loyalty. Additionally, possess strong team management skills, focusing on motivating and mentoring teams, fostering a customer-centric culture, and promoting continuous improvement to achieve operational excellence.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Customer Retention Manager
American Express
09.2021 - 04.2024
- Serving as a Back-up Leader for the Retention Team at American Express, played a pivotal role in guiding and mentoring a dedicated group of 15 retention representatives
- Demonstrated a dedicated approach to enhancing customer loyalty and reducing customer turnover. Utilizing leadership abilities and expertise in customer service and implemented strategic initiatives to retain customers and provide superior experiences.
SAC Specialist
American Express
Gurugram
08.2022 - 09.2023
- As a Retention Executive for U.S
- Card Members at American Express, played a crucial role in fostering long-lasting relationships and maintaining customer loyalty
- Leveraging my expertise in customer service, financial acumen, and cultural awareness, excelled in implementing proactive strategies to address complex issues and exceed card member expectations.
Champion CCP
American Express
Gurugram
03.2022 - 08.2022
- Excelling as a Proficient Customer Relationship Manager, spearheaded revenue-generating initiatives by introducing tailored credit card solutions to enhance customer experiences
- With an in-depth comprehension of the company's financial offerings and a customer-centric mindset, adeptly identified opportunities to cross-sell and upsell relevant products aligned with each card member's unique financial profile.
Customer Service Specialist
American Express
Gurugram
09.2021 - 03.2022
- As a Customer Care Specialist at American Express, played a pivotal role in delivering exceptional service to a diverse global clientele
- Leveraging my expertise in navigating cross-cultural environments, excelled in resolving complex issues and implementing proactive strategies to foster long-lasting customer relationships.
Senior International Customer Service Reprsentative
Wipro Limited
11.2019 - 08.2021
- Motivating and mentoring teams to achieve operational excellence
- Fostering a collaborative and customer-focused culture
- Developing and implementing effective training programs
- Setting performance goals and monitoring key metrics
- Providing constructive feedback and coaching for professional growth
- Promoting continuous improvement and streamlining processes
Education
B.com Pass - Commerce
Delhi University
01.2019
Masters In Commerce - International Business
Indira Gandhi National Open University
Skills
- Customer service experience
- Effective Communication
- Negotiation and Conflict Resolution
- Microsoft Excel
- Analytical Thinking
- Project Integration Management
- Understanding of sales retention & strategies
- Outstanding interpersonal skills
- Multitasking
- Adaptability and Flexibility
- Positive attitude
- Process Improvement
Websites
Languages
- English, Full Professional
- Hindi, Native or Bilingual
Certification
Business Analysis Foundations: Competencies
Excel for Business Analysts
Applied AI for Human Resources
HR Foundations: Core Human Resources
Artificial Intelligence and Business Strategy
Big Data in the Age of AI
Becoming an AI-First Product Leader
Change Management Foundation
Creating an AI Adoption Strategy for Businesses
Leadership MindsetsLeadership Mindsets
Productive Leadership
Project Leadership
Project Management Foundations: Integration
Project Management Foundations: Quality
Strategic Thinking
Supply Chain Foundations: Analytics
Timeline
SAC Specialist
American Express
08.2022 - 09.2023
Champion CCP
American Express
03.2022 - 08.2022
Customer Retention Manager
American Express
09.2021 - 04.2024
Customer Service Specialist
American Express
09.2021 - 03.2022
Senior International Customer Service Reprsentative
Wipro Limited
11.2019 - 08.2021
B.com Pass - Commerce
Delhi University
Masters In Commerce - International Business
Indira Gandhi National Open University
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