With over several years of experience in providing customer service to diverse and demanding markets, I am an adaptable professional who can wear multiple hats and deliver outstanding results. As a Lead Customer Service Associate at American Express, I leverage my technical expertise, financial acumen, and product management skills to serve as a Financial Advisor, Technical Support, and Billing Specialist to US Card Members. I excel in handling complex and sensitive cases, such as disputes management, retention, and B2C sales, ensuring customer satisfaction and loyalty. In 2022, I achieved the top rank for meeting all goal sheet KPIs, demonstrating my dedication to excellence and performance. I am also enrolled in a mentorship program to support new hires and share my best practices. My educational background in Electrical and Electronic Engineering (B. Tech) and various certifications enable me to apply analytical thinking, problem-solving, and innovation to my role. I am passionate about learning new skills and technologies, and I aspire to grow as a leader and a contributor in the customer service industry.