At American Express, I handled high-volume inbound customer calls, investigated concerns, and resolved complex service issues by applying established policies and processes.
I documented each interaction accurately and met SLA, quality, and compliance benchmarks while balancing customer needs with operational requirements.
At WNS Global IT, I reviewed cases, coordinated with cross-functional teams, and followed up on outstanding actions to support timely resolutions and improve case turnaround time.
Earlier, I provided high-volume voice support at Admiral Solutions and MDS Global IT. At Admiral Solutions, I maintained 90%+ CSAT, and at MDS Global IT, I handled 80+ customer calls daily for a UK process.
