VIPUL PATHANIA

Experience

• 

  Concentrix

  Jul 2013 - Jul 2015

  Senior Customer Service Professional

  Delivered extraordinary customer service for Amazon.co.uk.Answered an average of 70-75 calls per day by addressing customer inquiries solving problems and providing new product information.Follow up call backs for order fulfilment.Cross Skilled in Chat and Email LOB of Amazon customer service to enhance the ability of servicing.Handled team of 15-20 CCPs on the Interim role.Worked as a Quality Analyst to support the efficiency in Email LOB.

• 

  American Express

  Jul 2015 - now

  Joined American Express Membership Rewards team as a Lead Analyst from the frontline team to support the business in back office environment.Responsible for handling service requests which emphasize on membership rewards from the American Express Consumer, Business and Corporate card holders based in Hong Kong, Singapore, Australia, New Zealand , India , United Kingdom .Coordinate requirements gathering sessions and reviews with product owners to clearly define the needs of the users basis the feedback from the customers. Assist program managers with defining scope, milestones and timelines for multiple releases or changes in the rewards program. Show less Servicing & selling diverse range of card products to US card members through voice channel under CEN-CPS.Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems on the same call.Maintaining compliant on call sales performance for consumer credit cards.Sharing best practices with team for any recent changes in servicing.Mentored new certifications in the team with day to day operational deliverable.Earned management trust by serving as key holder, responsibly opening and closing store.Worked as an SME with GSLN (Global Servicing Learning Network) to ensure the successful certification to a span of 15 new hires in process training at American Express.Cross-skilled under technical aspect to support the customer service and American Express technical support LOB to increase the service ability Awarded a certificate for being the CUSTOMER FIRST PROJECT BRAND AMBASSADOR by Douglas E Tabish (EVP - Customer Engagement Network). Show less

  • Assistant Manager

    May 2022 - now

  • Lead Analyst

    Feb 2019 - May 2022

  • Lead Customer Support Specialist

    Jul 2015 - Feb 2019