Vinay Kant Kumar

• Roles and responsibilities at American Express

This role is a mix of Technical Support + Finance Operations for France EMEA corporate clients. I work in rotational shifts to support CET time zone.

• Interacting daily with 25-30+ corporate customers over chat and voice process and email in English & French, understanding their technical and invoice/payment problems and providing quality solutions in minimal time.
• Solving queries related to desktop, laptop, printer, scanners, networking and other tech products for internal users and external clients. Resolved connectivity and configuration issues for printing/scanning devices used for invoice & travel document printing.
• Troubleshooting hardware/software/login related problems daily via remote sessions and calls - Used remote desktop applications like TeamViewer, AnyDesk & Windows RDP to diagnose GDS and Mid-Office System [AGM] login errors, application crashes and access issues.
• Provide hands-on support for Windows/Mac OS environments - Installed, configured and troubleshooted OS level issues, MS Office, Outlook and browser-related problems.
• Worked on help desk software / ticketing system similar to Zendesk/ServiceNow to log, track, prioritize and close customer issues. Maintained proper documentation of troubleshooting steps.
• Maintained strong operational metrics - Consistently achieved 4.8/5 CSAT, maintained low refund/chargeback rate by fixing Invoice discrepancies accurately, and exceeded productivity targets by 15%.
• Identify trends in customer questions and made recommendations to the Expert Ops and training team - Created knowledge base articles and gave training to 15 team members on invoicing process and common technical troubleshooting steps.
• Resolved data mismatches and discrepancies between source systems and reports by researching, diagnosing and applying fixes using Excel formulas, SQL queries and Proc Reports.
• Captured missing information using tools like GDS / Mid-Office System to recover receivables and ensure accurate and timely processing for Air, Hotel, Car, Rail transactions.
• Demonstrated passion for quality customer service and ability to handle difficult customers while handling escalations for EMEA market.

• Company Overview: The Company provides Travel and Event Management services for a personal and corporates as well.
• Translated articles in French, English from English and French (like computer assisted translation, software, health related translation, financial translation, company auditing translation & commercial translation)
• One year of experience in French teaching.