Yuvraj Saxena

As Senior Director of Customer Experience and Account Management, I led post-sales operations, ensuring seamless customer success, technical support, and retention. Core Responsibilities: Tech Support & Integrations: Owned Technical Support and API/third-party integrations, ensuring seamless deployment, proactive issue resolution, and SLA adherence. Incident & Change Management: Led critical incident response, root cause analysis, and change management, enhancing platform stability. Automation & Self-Service: Drove support automation and self-service initiatives, optimizing efficiency and reducing ticket volume. Customer Success & Retention: Designed strategies to maximize retention, NRR, and satisfaction across the customer lifecycle. Onboarding & Engagement: Ensured smooth transitions from onboarding to renewal, fostering proactive engagement. Escalation & Risk Management: Resolved high-impact escalations, minimizing churn and maximizing retention. Process Optimization: Streamlined customer interactions and support workflows, improving efficiency and service quality. Leadership & Team Development: Built and mentored high-performing success and support teams, driving results. Cross-Functional Collaboration: Partnered with Product, Engineering, Sales, and Marketing to enhance customer value. Data-Driven Decision Making: Analyzed feedback, trends, and KPIs (SLA, CSAT, CES, NRR) to drive continuous improvement. Industry Innovation: Stayed ahead of trends and best practices, ensuring top-tier customer experience and support.

As the Data Protection Officer, I was responsible for ensuring compliance with data protection laws and safeguarding the organization's data privacy. My core responsibilities included: -Developing and implementing data protection policies and procedures. -Monitoring data processing activities for compliance with GDPR and other regulations. -Providing guidance and training to employees on data protection practices. -Acting as the primary point of contact for data protection authorities and managing data breaches. -Conducting regular audits and assessments to ensure ongoing compliance and data security.

Amex doesn't close a cardmember, they make you a Family! the job was to hold that statement true. The place groomed me into the professional I have grown to be :) - Deliver world-class customer service, while responding to customer inquiries and concerns. - Providing first contact resolution and negotiating a positive outcome for the Customer and American Express - Understanding the true need of the customer and while identifying the best-fit solutions - Recognizing opportunities and making upsells/X-sells to ensure the customer reaps maximum value out of their relationship with Amex. Highlights: - Created an Audits structure While reporting directly to the Service Delivery Leader(Now Director) ensuring compliance in upsells/X-Sells for Auditing calls of 120+ agents. - Successfully implemented the structure and ensured a compliance rate of over 98% for the domain. - Got recognized with a Special Recognition Certificate for the same. - Worked as the Resident Expert for a span of over 18 months in multiple teams. This included managing metrics tracking and internal quality assurance for the team including schedule adherence. - RE's were also responsible for overall team management in the absence of the Team Leader. - Managed a team of 16 agents as an interim team lead in the absence of a designated team leader while maintaining a high customer satisfaction score. - Worked as the Coach in alignment with Process Trainers for over 7 OJT batches and Mentor for New hires in the team.

- Catering to Airline ticketing and Tour packages using Sabre and Amadeus. - Fare construction for a roundtrip, one way and Multi-segment Flight itineraries - Creating Custom flight+ stay packages for customers. - Tracking team metrics(Add on activity to Help the Leader and Asst. Manager track and Analyze) - Day-on-Day Revenue contribution via ticket sales - Average Call handling time - Schedule Adherence - Customers were usually the callers from Cheapoair & OneTravel - 2 of the Top 3 Online travel agencies in the US market

Catering the customer queries via inbound calls for United Airlines. Ticket fare construction and Itinerary creation for different trip categories( One way, Roundtrip, Multi-segment/Multi Leg, and Circle trips) Handling customer escalations complex airline ticketing and travel procedures. Voluntarily took additional responsibilities such as team coach and workforce management for the process.