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Kanchan Bhushan

Senior Associate @ American Express

Delhi

7+ years of work experience

American Express
May 20224 yrs 2 mosPresent

Gurugram, Haryana, India

I provide expert customer care to card members across the US and Europe, offering information and assistance on a wide range of topics, including credit card transactions, interest charges, benefits, fees, insurance, and more. Utilizing the latest software and tools, I ensure seamless resolution of customer inquiries, while delivering outstanding service with professionalism, empathy, and efficiency. Key Responsibilities: Assist card members with inquiries related to credit card transactions, charges, benefits, fees, insurance, and other financial services. Handle fraud and disputed transactions by investigating and resolving issues in a timely and efficient manner, ensuring customers feel supported and their concerns are addressed with priority. Use advanced software tools to effectively manage and resolve fraud concerns, ensuring all transactions are thoroughly analyzed and disputes are resolved in accordance with company policies. Foster customer satisfaction and loyalty by providing clear, accurate information and delivering personalized solutions. Handle customer queries with empathy, professionalism, and a focus on first-contact resolution. Collaborate with cross-functional teams to improve service quality and enhance the overall customer experience. Maintain up-to-date knowledge of American Express products, services, and policies to ensure high-quality service delivery. Through my role, I am committed to ensuring that each customer interaction is positive, particularly in sensitive situations involving fraud or disputes, and I work tirelessly to contribute to the growth and success of American Express by building strong, lasting relationships with our card members.
Tech Mahindra
Sep 20201 yr 8 mosApr 2022

Noida, Uttar Pradesh, India

Concentrix
Sep 20191 yr 1 moSep 2020

Gurugram, Haryana, India

Worked as Customer Care Executive in UK chat process.

Education

Delhi University

Bachelor of Science - BS

Delhi University

20153 yrs2018
Central Board of Secondary Education

12th, Medical science

Central Board of Secondary Education

20141 yr2015

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Headline

Senior Associate @ American Express

About

With over six years of experience in high-stakes customer care and fraud/dispute resolution at American Express, Tech Mahindra, and Concentrix, I am eager to transition my expertise into a focused analytical role that leverages my skills in process optimization, financial investigation, and data-driven troubleshooting. ​In my current role as a Senior Associate at American Express, I manage complex fraud investigations and dispute resolutions for global card members.anced software tools to analyze sensitive information, which I believe aligns perfectly with the requirements of this role. ​My background is defined by: ​Analytical Rigor: A proven track record of investigating and resolving financial discrepancies with high accuracy and attention to detail. ​Process Excellence: Experience collaborating with cross-functional teams to refine service quality and enhance operational efficiency. ​Technical Proficiency: Skilled in leveraging sophisticated digital platforms and troubleshooting technical issues to ensure seamless service delivery.

Location

Delhi

Work experience

Senior Associate at American Express, May 2022 - Present · 4 yrs 2 mos, Gurugram, Haryana, India, I provide expert customer care to card members across the US and Europe, offering information and assistance on a wide range of topics, including credit card transactions, interest charges, benefits, fees, insurance, and more. Utilizing the latest software and tools, I ensure seamless resolution of customer inquiries, while delivering outstanding service with professionalism, empathy, and efficiency. Key Responsibilities: Assist card members with inquiries related to credit card transactions, charges, benefits, fees, insurance, and other financial services. Handle fraud and disputed transactions by investigating and resolving issues in a timely and efficient manner, ensuring customers feel supported and their concerns are addressed with priority. Use advanced software tools to effectively manage and resolve fraud concerns, ensuring all transactions are thoroughly analyzed and disputes are resolved in accordance with company policies. Foster customer satisfaction and loyalty by providing clear, accurate information and delivering personalized solutions. Handle customer queries with empathy, professionalism, and a focus on first-contact resolution. Collaborate with cross-functional teams to improve service quality and enhance the overall customer experience. Maintain up-to-date knowledge of American Express products, services, and policies to ensure high-quality service delivery. Through my role, I am committed to ensuring that each customer interaction is positive, particularly in sensitive situations involving fraud or disputes, and I work tirelessly to contribute to the growth and success of American Express by building strong, lasting relationships with our card members.

Associate at Tech Mahindra, Sep 2020 - Apr 2022 · 1 yr 8 mos, Noida, Uttar Pradesh, India

Associate at Concentrix, Sep 2019 - Sep 2020 · 1 yr 1 mo, Gurugram, Haryana, India, Worked as Customer Care Executive in UK chat process.

Education

Bachelor of Science - BS, Delhi University

12th, Medical science, Central Board of Secondary Education