Jugnu Thapa
Abu Dhabi,United Arab Emirates
Summary
Dynamic and adaptable professional with a strong foundation in communication and interpersonal skills, excelling in email, chat support, and phone etiquette. Demonstrates exceptional attention to detail and the ability to work efficiently in fast-paced environments. Known for an empathetic approach to customer service, quick decision-making, and providing swift resolutions. Thrives in collaborative team settings while maintaining a positive attitude and flexibility to adapt to changing customer needs and organisational procedures.
Overview
10
10
years of professional experience
Work history
Lead Customer Care Professional
American Express
Gurgaon, Haryana , India
2019.02 - 2023.07
- Worked as Dispute and Fraud Specialist for Business Credit Cards
- Worked as Value Generation Rep by pitching Credit Card sales and upgrades.
- Assisted Card Members with top notch Customer Service while handling all queries
- Worked as Coach for new hires and was solely responsible for their certification.
- Provided support and helped with process knowledge.
- Handled 4 batches as Coach which required to show Leadership Quality
Process Advisor
Barclays Shared Services
Noida, Uttar Pradesh, India
2015.03 - 2018.12
- Worked as Fraud Detection Specialist for personal and commercial credit cards
- Assisted Leaders and team by providing support and regular feedbacks
- Worked on complex cases to improve quality of customer service and Overall customer experience
Customer Care Executive
EXL India
Noida, Uttar Pradesh , India
2013.08 - 2015.03
- Worked as Process Advisor for Home and Automobile Insurance
- Provided assistance with claims
Education
Bachelor of Arts - Humanities
North Bengal University
Gangtok, SikkimSkills
- Strong Communication and interpersonal skills
- Proficient in emails and chat support
- Excellent phone etiquettes
- Attention to detail
- Ability to work efficiently in a fast paced environment
- Empathetic approach to customer service
- Ability to work collaboratively in a team environment
- Flexibility to adapt to changing customer needs and organisational procedures
- Experienced in quick decision making and providing quick resolutions
- Positive attitude maintenance
Languages
English
Advanced
C1
Hindi
Advanced
C1
Timeline
Lead Customer Care Professional
American Express
2019.02 - 2023.07
Process Advisor
Barclays Shared Services
2015.03 - 2018.12
Customer Care Executive
EXL India
2013.08 - 2015.03
Bachelor of Arts - Humanities
North Bengal University