Travelling, Gardening and Cooking
Hi, I’m
Vishal Kumar Sharma
Digital Retention Coach – Operational Performance
Gurgaon
Summary
Dynamic Operations Support and Retention Coach with over 6 years of leadership experience in digital customer engagement, retention strategy, and performance management at American Express. Established success in driving down churn rates, increasing customer loyalty, and promoting employee growth through data-centric coaching, predictive analytics, and a commitment to customer excellence. Proficient in converting underperforming teams into high-performing units through responsive leadership, strategic foresight, and customer insight analysis.
Overview
7
years of professional experience
2
Certifications
2
Languages
Work History
AMERICAN EXPRESS
US Chat Retention Coach | Operations Support (Band 28)
02.2025 - Current
Job overview
- Spearheaded leadership initiatives for more than 40 Customer Care Professionals, boosting customer retention by 18% and save rates by 22% within first quarter.
- Implemented strategic customer retention measures utilizing predictive analytics for effective churn management.
- Executed quality audits on over 50 digital chat interactions weekly, achieving sustained customer satisfaction exceeding 92%.
- Developed comprehensive Rewards & Recognition program for Retention Chat team, enhancing engagement and performance culture.
- Partnered with GBI and Operational Performance teams to facilitate key events like Disney Bundle Update.
- Employed Tableau dashboards for trend analysis and root cause assessments, lowering escalations by 30% while improving compliance rates.
- Worked closely with stakeholders to refine retention processes, positively impacting loyalty metrics across the board.
- Streamlined chat workflows, reducing average handle time by 12%, ensuring adherence to compliance requirements.
AMERICAN EXPRESS
Customer Care Professional – US Chat Retention & Servicing
10.2020 - 01.2025
Job overview
- Exceeded retention benchmarks through effective digital customer engagement in live chat.
- Secured recognition as top performer with a 45% increase in acceptance rates for offers.
- Partnered with Credit, Billing, and Disputes teams to facilitate seamless customer experiences.
- Applied relationship-building techniques grounded in emotional intelligence to lower churn rates.
AMERICAN EXPRESS
Customer Care Professional – US Chat Servicing
01.2019 - 09.2020
Job overview
- Delivered digital customer service excellence for payment, billing, and account queries with 95% first-contact resolution.
- Supported cross-sell and upsell initiatives ranking in top 10% for Value Generation.
- Enhanced Customer Effort Score (CES) through proactive problem-solving and tailored communication.
Education
Indraprastha Institute of Technology and Management (IITM)New Delhi
Bachelor of Computer Applications
Skills
Operational Leadership: Managing operational teams through scorecard metrics to drive performance, efficiency, and service excellence
Program Governance & Compliance: Risk assessment, control frameworks, documentation, Understanding of EDD, and audit readiness
Time & Project Management: Proven ability to multitask and prioritize across concurrent projects, balancing retention coaching, analytics, and operational initiatives
Analytics & Insights: Skilled in data analysis using NPM, Tableau, and Excel; strong in performance dashboarding and root-cause evaluation
Financial Services Knowledge: Over five years of experience in financial services, specializing in chat-based operations, customer service, and retention strategy
Communication & Collaboration: Strong written and verbal communication; adept at executive reporting, stakeholder collaboration, and cross-functional partnership
Technology & Innovation: Advanced proficiency in Microsoft Word, Excel, and PowerPoint; completed a 2-day AI Workshop with Outskill & B10X, earning certification in emerging AI productivity tools
ACHIEVEMENTS & RECOGNITION
- Governance & Compliance Champion: Maintained 100% audit compliance for six consecutive quarters through proactive quality reviews and adherence to operational controls.
- Leadership & Process Excellence: Selected as Retention Coach for strategic leadership, compliance alignment, and process optimization initiatives.
- Data-Driven Impact: Utilized Tableau and Excel analytics to enhance decision-making, reducing escalations by 30% and improving compliance tracking.
- Program Execution: Partnered with Global Business Integration (GBI) and Operational Performance teams on governance-driven initiatives (Disney Bundle, iCVP, Platinum Refresh).
- Engagement & Recognition: Designed and implemented a Rewards & Recognition framework that improved performance culture and employee engagement.
CORE COMPETENCIES
Team Leadership & Coaching | Retention Strategy & Churn Reduction | Customer Journey Mapping | Predictive Analytics & Performance Dashboards | Quality Assurance & Compliance | Digital Customer Service & Virtual Coaching | Change Management & Process Optimization | Emotional Intelligence & Relationship Building
Certification
Generative AI Mastermind 2 days workshop
Interests
Timeline
Generative AI Mastermind 2 days workshop
09-2025
AI tools and Chat GPT workshop
09-2025
US Chat Retention Coach | Operations Support (Band 28)
AMERICAN EXPRESS
02.2025 - Current
Customer Care Professional – US Chat Retention & Servicing
AMERICAN EXPRESS
10.2020 - 01.2025
Customer Care Professional – US Chat Servicing
AMERICAN EXPRESS
01.2019 - 09.2020
Indraprastha Institute of Technology and Management (IITM)
Bachelor of Computer Applications