Sinora Lepcha

American Express / Manager - Customer Service

Sinora Lepcha

American Express / Manager - Customer Service

Singapore

Sinora Lepcha

American Express / Manager - Customer Service

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Manager Customer Service - American Express. 10 Plus Years of experience in Customer Engagement Network

I am currently working with American Express Banking Corp . as Manager Operations . Leading operational excellence, ensuring service delivery operations for our clients as well as providing strong leadership to the operations team.

In the future

Ambition

In the future

To be part of of an organization where I can help contribute with my knowledge and skills acquired during my more than ten years of professional experience with fortune 500 companies.

Aug 2010
-
Present

Manager - Customer Service
Present

Aug 2010 -

Present

My Responsibilities:Ensure our service delivery levels achieve our contractual commitments, effective Risk Management processes are put in place to minimise operational risksMaximize client satisfaction by ensuring efficient handling of all client requests, issues or disputesCreate and utilise operational metrics to determine areas needing cost reduction, improvement or major new business opportunitiesRegularly review and monitor operational business plans, revenue results an

Cut Above -American Express

Feb 2016

Hero 2017 - American Express

Feb 2017

Hero 2016 - American Express

Feb 2016

Dream Team Award - American Express

Feb 2016

Process Excellence Award - American Express

Feb 2017

Performance Segmentation Variation

Conducted Performance Segmentation for entire technical web support process in American Express

Vocm Analysis ( Customer commentary Analysis )

Jan 2009
-
July 2010

Convergys

2 years

Senior Customer Service Representative

Jan 2009 - July 2010

Providing customer support for one of the largest financial service client in US. Major Responsibilities:Customer Queries resolution Deliver to the Employees, Customer and Shareholder metrics as per the goals. Ability to take quick decision and respond to customer queries.

May 2008
-
Dec 2008

Senior Customer Service Representative

May 2008 - Dec 2008

I worked with one of the world largest travel portal World Choice. Major Responsibilities:Helped the customers with travel bookings. Maintain excellent customer satisfaction scores. Mentor junior team members.

June 2006
-
Apr 2008

AOL

2 years

Customer Service Representative

June 2006 - Apr 2008

Worked with one of the world largest Internet service provider in US. Major Responsibilities:Customer retention. Provide excellent customer service. Mentor junior team members.


Skills and qualities

Excel

0

Management

0

Leadership

0

Positive thinking

0

Presentation

0

Accomplishments/Portfolio

Vocm Analysis ( Customer commentary Analysis )

Performance Segmentation Variation

Awards and Certifications

Leadership Fundamentals

Nov 2017

Hero 2017 - American Express

Feb 2017

Process Excellence Award - American Express

Feb 2017

Cut Above -American Express

Feb 2016

Hero 2016 - American Express

Feb 2016

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