Open to opportunities

Pranav Kumar

@pranavkumar4

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Customer service professional specializing in premium HNW client management and conflict resolution.

India

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What I'm looking for

I’m looking to provide premium, high-stakes customer service for a global brand—handling complex inquiries, resolving conflicts quickly, and protecting compliance—while driving loyalty through proactive solutions and strong escalation ownership.

I’m a high-performing customer service professional with 3 years of experience delivering world-class service within prestigious global brands. I specialize in relationship management and complex problem-solving for premium accounts, including American Express US Personal Card Members and British Airways Gold Guest List (GGL) members.

In my roles, I served as a single point of contact for high-value clients and handled high-complexity inquiries, including credit limits, rewards programs, billing discrepancies, and specialized card benefits. I also delivered bespoke, concierge-level assistance for luxury travel requests, complex multi-city re-routings, and high-priority disruptions—while coordinating with global airport operations and premium terminal networks.

I focus on driving brand loyalty through proactive, personalized solutions, strong escalation handling, and strict adherence to financial compliance and customer data security regulations.

Experience

Work history, roles, and key accomplishments

Customer Service Associate

British Airways

Served as a dedicated single point of contact for British Airways Gold Guest List (GGL) members, providing concierge-level assistance for luxury travel requests and complex multi-city re-routings. Coordinated with global airport operations to ensure seamless end-to-end travel experiences and led service recovery initiatives to convert operational failures into customer loyalty.

Concierge Support Multi City Flight Re Routing Service Recovery Conflict Resolution Escalation Handling Cross Cultural Communication Active Listening Operations Coordination

Customer Service Representative

American Express

Managed end-to-end customer service and relationship management for premium US Personal Card Members, resolving complex inquiries related to credit limits, rewards, billing, and specialized benefits. Ensured compliance with financial standards and customer data security while maintaining strong QA and CSAT through personalized, proactive solutions.