Riyaz Shahu

Lead, support and mentor a group of trainee-participants through the end-to-end learning process and support of American Express USA business partner’s credit card call center operation. Support the business partner with successful launch of new call center projects.\Conduct group-call modeling sessions, as well as one-on-one coaching session with trainees. In collaboration with facilitator, analyze trainee-participants’ performance and reengineer training practices to ensure trainee-participants’ su

Utilize consultative selling techniques to provide customer with relevant and beneficial products or services while meeting business needs. Providing premium value servicing to card members by promptly and accurately responding to their inquiries on complex and multiple problems. Handling incoming call inquiries for USA card members with sensitivity, recognizing both card member and merchant relationship. Performing financial adjustments and non-financial maintenance when necessary to ensure that