Shrvan Kumar Email & Phone Number

Gurgaon, Haryana

As a Chat-Based Customer Service Representative at American Express, my role is centered around delivering exceptional support and building trust with customers through seamless digital communication. Key responsibilities include:Providing satisfactory resolutions to our customers.Providing account management support to our our card members.Facilitating product and service related support to enhance our customer base.Fraud prevention support.Ensuring Payments & Billing Assistance.Strengthening revenue generation by Cross-Selling & Up-Selling.Enhancing experience of our card members by Follow-Up & Case Management.Extending technical support to our customers for their seamless experience.

Gurugram, Haryana, India

Experience as Chat-Based Customer Care Representative at FIS (Client: Vodafone UK)Tenure: December 2020 – December 2022In this role, I provided comprehensive support to Vodafone UK customers via live chat, addressing a wide range of inquiries while contributing to organizational goals. I was instrumental in enhancing customer satisfaction, resolving issues efficiently, and driving revenue growth through value-based cross-selling.Key Responsibilities and Achievements:Delivering Outstanding Customer Service: Managed a high volume of daily customer interactions with professionalism and empathy, consistently achieving strong Customer Satisfaction (CSAT) scores.Problem-Solving Expertise: Supported customers with billing queries, account updates, and technical troubleshooting, ensuring issues were resolved quickly and effectively on the first contact.Driving Revenue Through Cross-Selling: Proactively identified opportunities to recommend Vodafone’s products and services tailored to customer needs, including plan upgrades, device recommendations, and value-added services. This approach not only enhanced the customer experience but also significantly contributed to revenue growth.Fostering Customer Loyalty: Built trust by understanding customer concerns and delivering personalized solutions, resulting in improved retention and long-term engagement.Commitment to Compliance and Quality: Maintained strict adherence to Vodafone UK’s operational standards and data security protocols, ensuring customer information was handled with the highest level of confidentiality.Exceeding Performance Goals: Consistently met and exceeded key performance indicators (KPIs), including response times, first contact resolution rates, and revenue targets through effective customer engagement.Team Collaboration and Improvement: Actively contributed to team success by sharing best practices, supporting colleagues, and identifying opportunities for process optimization.