MANISH PAREEK

• As a Customer Experience Lead, the primary role involves around leading group 10-15 people, Ensure employee happiness by creating a trusting team; communicating direction and goals, providing regular performance feedback and developing members of the team to ensure career growth.Ensure employee happiness by creating a trusting team; communicating direction and goals, providing regular performance feedback and developing members of the team to ensure career growth.Keep up with day-to-day management duties such as scheduling, shift approvals, team and one-on-one meetings
• Promoted as an ¨Elevate" as a additional Certification for leadership program and now a Team lead from

• Drive team to meet and exceed metric expectations; understand how to leverage the team to improve outcomes and take action to meet goals
• Keep up with day-to-day management duties such as scheduling, shift approvals, team and one-on-one meetings
• Influence Leaders to ensure Host and Guest feedback is being taken into consideration
• Be a confident problem solver, create a solutions orientated environment
• Constantly evaluate workflows and find ways for them to be more efficient, relevant and valuable both internally and externally
• Understand the top user issues and make recommendations to improve Airbnbproducts and policies; support team in being the voice of the customer to the rest of the company
• Stay connected to the customer by spending at least one hour/week working on tickets and handling occasional escalated issues
• Balance and prioritize the above based on seasonality and the needs of customers, team and Airbnb
• Lead and/or participate in projects outside of the scope of your department, as assigned by your manager.

Business Travel Accounts- Client Servicing Analyst - the work is to monitor daily work flows, ensuring emails enquiries are responded in a timely manner to Clients. Responsible for liaising directly with clients via phone/email, to identify and monitor accounts that are in credit with American Express, with the aim of reducing the number of aged accounts through expert analysis and by providing good quality customer service. Conducting ongoing client reconciliation training. Providing support for fellow team members. Acting appropriately on customer complaints and escalations. Collaborating with Support Team in India to make ensure payments are allocated in a timely manner and disputes are worked within SLA.

• Assessed impact of current business processes on users and stakeholders and evaluated potential areas for improvement.
• Met with stakeholders to establish favorable business relationships and support mutually beneficial interests.
• Interacted with internal customers to understand business needs and translate into requirements and project scope.
• Led cross-functional teams to analyze and understand enterprise-wide operational impacts and opportunities of technology changes.
• Supported leadership team with reporting, analysis and business presentations to inform divisional strategies.
• Within 3 years at American Express I had an opportunity to work with 3 different teams and different products for the company, each process was a learning experience to understand the products at
• American express, these products included the maintenance of cards, disputes and client servicing, hence
• I have both front and back office expertise
• Worked for Clients Like Microsoft,Accenture,Velocity Rewards, Allianz, Woodside travel and many more
• Ensure all Corporate Clients receive World Class Customer Service, processing organizational/client enquiries for BTA products and services
• Monitor and priorities workflows to ensure targets and service standards are met
• Liaise with internal customers to coordinate any aversions or complex issues
• Manage performance to ensure monthly SLA's are met
• Regular client contact via email/phone to check understanding of the reconciliation process and payments are arranged on time
• Following up with/re-educating clients that are late in submitting payment
• Build subject matter expertise and knowledge by proactively engaging in production service delivery
• Awareness and understanding of individual and team goals
• Adherence to company compliance policies and procedures
• Timely and responsive reaction to customer queries
• Develop relationship networking with other Amex business units for the long term benefit of the client
• Escalate relevant relationship issues to Senior and Team Leader
• Support changes that will be implemented out of business needs, adjustments to company policies
• Support EEAT action plans to maintain a positive and effective work environment
• Observe privacy act at all times when dealing with customers
• Ensure set productivity targets are met.
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• The Core responsibility was to solve customer queries over the call for the client
• Amazon.co.uk, this included blend of inbound calling and email support, the task was effectively listen to customer queries which were related to products purchased from amazon and provide a resolution to the customer., Customer Care
• Professional
• Handle Customer queries over the emails and calls and provide resolution to the customer after the research for the client Amazon.co.uk
• The Primary duties included, Listen to customers’ questions and concerns, and provide answers or responses
• Provide information about products and services
• Take orders, calculate charges, and process billing or payments
• Review or make changes to customer accounts
• Handle returns or complaints
• Record details of customer contacts and actions taken
• Review and select standard responses for answers or solutions
• Refer customers to supervisors or more experienced employees
• Achievements:
• Top of the class yearly award for 2013 at American Express
• Successfully implemented the project to remove bad demand for the travel account at
• American Express
• Fast track promotions within the company in the small span of time
• Employee of the month awards.