Kunal Choudhary

About Kunal Choudhary

American Express:Providing first call resolution to our United States based card members. Maintaining the parameters like CHT( call handling time under 330 secs) and making sure to give end to end resolutions over the call. Maintaining VIBES ( an artificial intelligence software which detects the customers as well as representatives positive and negative interactions and rate it accordingly). Above all the parameters we need to maintain RTF ( refer to friend ) over 80 as it’s one of the most important parameters for business.HSBC:Receives general inbound customer calls in a contact centre environment typically on a single product and or proposition. Provides high quality service to achieve maximum customer satisfaction by resolving the customer query at first contact where possible. Listens to the customer and establishes needs to offer relevant products. Takes ownership and initiative to complete necessary research and customer follow up or direct the customer to the appropriate department for resolution. Responsible for achieving goals whilst maintaining quality and compliance.Past Experience In WiproSenior process associate with more than 2 years of experience in Customer Support, Customer Relationship, Providing Solution with given deadline. With great understanding of US Market of health Industry. With great knowledge in maintaining data with Excel sheet.

Experience

1. Process Lead

   American Express

   Mar 2025 — Present · Gurugram, IN

Education

• St. Vincent's High & Technical School, Asansol

  Intermediate of Commerce

• Bidhan Chandra College

  B.Com