Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
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Vanisha Purty

Summary

Experienced professional with a strong background in customer service, retention, and team management. Demonstrated expertise in providing exceptional support to customers from diverse cultures and implementing proactive strategies to ensure their satisfaction. Skilled at anticipating needs and effectively communicating through various channels to drive loyalty. Proven track record in leading teams, mentoring individuals, and fostering a customer-focused culture that promotes operational excellence.

Overview

4
4
years of professional experience
1
1
Certification

Work History

Customer Retention Manager

American Express
09.2023 - 04.2024
  • As a Back-up Leader for the Retention Team at American Express, led and mentored a team of 15 retention representatives. Leveraged leadership skills and customer service expertise to implement strategies that enhanced loyalty, reduced turnover, and delivered superior customer experiences.

SAC Specialist

American Express
08.2022 - 09.2023
  • As a Retention Executive for U.S. Card Members at American Express, ensured customer loyalty by fostering strong relationships and delivering exceptional service. Leveraged customer service expertise, financial acumen, and cultural awareness to implement proactive strategies, resolve complex issues, and exceed expectations

Champion CCP

American Express
03.2022 - 08.2022
  • Spearheaded revenue growth by introducing tailored credit card solutions, leveraging financial expertise and a customer-focused approach to optimize cross-selling and upselling opportunities.

Customer Service Specialist

American Express
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.
  • Developed rapport with customers, fostering long-term relationships and repeat business.

Senior Customer Service Executive

Wipro Limited
11.2019 - 08.2021


  • Implemented process improvements that led to more efficient workflows within the department.
  • Setting performance goals and monitoring key metrics
  • Promoting continuous improvement and streamlining processes

Education

Masters - Commerce: International Business in Finance and Marketing

Jamia Milia Islamia
New Delhi, India
06-2026

B.com - Commerce

Jesus And Mary College, Delhi University
New Delhi
07-2019

Skills

  • Retention strategies
  • Negotiation and conflict resolution
  • Customer segmentation
  • Excellent communication skills
  • Teamwork and collaboration
  • Problem-solving
  • Multitasking
  • Organizational skills
  • Adaptability and flexibility
  • Decision-making
  • MS office
  • Customer Feedback Analysis

Certification

  • Applied AI for Human Resources
  • Artificial Intelligence and Business Strategy
  • Becoming an AI-First Product Leader
  • Change Management Foundation
  • Change Management for HR
  • ChatGPT for Project Managers: 10x Your Productivity with AI
  • Creating an AI Adoption Strategy for Businesses
  • Excel for Business Analysts
  • Leadership Mindsets
  • Project Management Foundations: Integration

Languages

English
Advanced (C1)
Hindi
Bilingual or Proficient (C2)

Timeline

Customer Retention Manager

American Express
09.2023 - 04.2024

SAC Specialist

American Express
08.2022 - 09.2023

Champion CCP

American Express
03.2022 - 08.2022

Customer Service Specialist

American Express
09.2021 - 03.2022

Senior Customer Service Executive

Wipro Limited
11.2019 - 08.2021

Masters - Commerce: International Business in Finance and Marketing

Jamia Milia Islamia

B.com - Commerce

Jesus And Mary College, Delhi University

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Vanisha Purty