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Nirmal Sati

@nirmalsati

Message

Customer operations professional at American Express who analyzes case patterns and improves service workflows.

India

Message

At American Express India Private Limited, I analyze customer feedback and case patterns to uncover service gaps and operational risks that affect customer experience and retention. I also collaborate with cross-functional teams to optimize service workflows and strengthen process controls.

At TELUS International, I analyzed recurring issues and customer feedback to identify operational risks and recommend improvements. I worked with IT and operations teams on workflow changes and improved ticket documentation to support escalations.

At I Energizer and HGS – Hinduja Global Solutions, I resolved customer complaints and inquiries, maintained CRM records, and supported repeat business and customer satisfaction. I’m building my skills in Excel for business analysis, Microsoft Dynamics 365, Agile product ownership, and Microsoft 365 Copilot.

Experience

Work history, roles, and key accomplishments

Current

Customer Service Representative

Current

American Express India Private Limited

Oct 2022 - Present (4 years 1 month)

Analyze customer feedback and case patterns to uncover service gaps and mitigate operational risks. Collaborate with cross-functional teams to optimize service workflows and resolve complex escalations for global clients.

Customer Feedback Analysis Case Analysis Risk Assessment Process Improvement Cross Functional Collaboration Escalation Management Quality Assurance Microsoft Dynamics 365 Excel

Technical Support Analyst

TELUS International

Jun 2019 - Mar 2022 (2 years 9 months)

Identified operational risks by analyzing recurring issues and trends, and recommended improvements based on customer feedback. Worked with IT and operations teams to optimize workflows and improve ticket documentation quality.

Trend Analysis Risk Analysis Process Optimization Cross Functional Collaboration Documentation Escalation Management Customer Support

Customer Service Executive

I Energizer

Dec 2017 - Apr 2019 (1 year 4 months)

Built customer relationships that drove repeat business and resolved billing disputes and complaints to raise satisfaction. Maintained accurate customer records in CRM software to enable seamless service handoffs.

Customer Retention Complaint Resolution Billing Disputes CRM Data Accuracy

Customer Support Specialist

HGS – Hinduja Global Solutions

May 2016 - Oct 2017 (1 year 5 months)

Resolved complex inquiries for key accounts and partnered with cross-functional teams to resolve issues efficiently. Built relationships that improved satisfaction and loyalty.

Customer Support Key Account Management Cross Functional Collaboration Relationship Building Issue Resolution