John Baruah
@johnbaruah
I lead customer retention chats at American Express, improving save rates, quality, and card-member experiences.
IndiaWhat I'm looking for
I'm leading retention for American Express's US Save-a-Card chat team, resolving urgent card-member conversations while protecting quality, compliance, and retention outcomes.
I've implemented the Enhanced SAC Framework, developed product-specific testimonials, and supported save strategies across card products to strengthen retention through save-to-existing offers. I also turn performance data into practical coaching, serving as a Save Rate SPOC, Vibes SPOC, ELEVATE Mentor, and Voice of CCP Group member.
Previously, I delivered high-volume digital servicing at American Express and supported EA Games players at Ienergizer, where I guided new hires as a Nester. I bring clear, empathetic written communication and practical fluency with AI tools to fast-paced, metrics-driven support work.
Experience
Work history, roles, and key accomplishments
Specializes in high-volume, high-stakes chat interactions with card members, resolving urgent retention situations while protecting quality and compliance. Implemented the Enhanced SAC Framework and developed product-specific testimonials to improve retention and team performance.
Delivered high-quality customer service across digital contacts, maintaining strong resolved-the-first-time performance. Provided peer-to-peer coaching to improve team metrics and contributed to the team's Best Performing Team recognition.
Assisted players with high-volume queries and concerns as part of EA Games player support, ensuring a smooth gaming experience. Served as a Nester for 12 months, guiding new-hire teams through processes and helping them meet performance metrics.
Education
Degrees, certifications, and relevant coursework
John hasn't added their education
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Availability
Location
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