Work History

Work History
Mar 2015 - Present

Relationship Manager

AMERICAN EXPRESS
GURGAON Relationship Manager since Responsible for providing insights to different Business Units from Customer Surveys and Complaints Responsible for providing pro-active and expert knowledge and advice on all Stakeholder enquiries relating to card servicing, benefits and bank regulations, customer feedback and complaints Participate in projects, prepare reports and collaborate with x-functional partners to drive RTF improvements Supporting MIS team to streamline the complaints/customer feedback process by identifying root causes and creating useful trackers which can be used by Business Units and Stakeholders
Feb 2013 - Mar 2015

Complaint Capture Analyst

AMERICAN EXPRESS
PREVIOUS ROLES AT Complaint Capture Analyst
Mar 2010 - Feb 2013

Subject Matter Expert/lead

AMERICAN EXPRESS
Subject Matter Expert/Lead CCP
Jan 2009 - Feb 2010

Master Customer Service Associate

AMERICAN EXPRESS
Master Customer Service Associate
Jul 2008 - Jan 2009

Senior Customer Service Associate

AMERICAN EXPRESS
Senior Customer Service Associate
Nov 2007 - Jul 2008

Customer Service Executive

AMERICAN EXPRESS
Customer Service Executive Responsible for analyzing customer complaints data to determine quality, identify problems/patterns/high risk activities & disseminate results to senior management Responsible for providing pro-active and expert knowledge and advice on all enquiries relating to card servicing, benefits and bank regulations Participated in the Internal Audit program, PRSA(Process Risk Self-Assessment) Supporting Leadership team in inspection and audit of processes, ensuring compliance to the applicable regulations Handled an additional responsibility as Relationship Manager for Operations team, accountable for sharing Operations complaints data and providing recommendations Supporting MIS team to streamline the complaints process by identifying root causes and creating useful trackers which can be used by Operations team Analyze and identify external/internal training requirements through data analysis and use training as a tool to resolve issues. Accountable for training and development of new hire teams, monitoring of performance against key success metrics, analyzing transactions and providing feedback to help achieve better scores Keeping a track of team member's performance, attendance and matrices. Participated in floor support program which was introduced to improve performance of low scoring employees Displayed strong leadership skills and excellent relationship management skills with proven ability to co-ordinate with people across functions to maximize productivity. Assessing customer feedback, evaluating areas of improvement & providing feedback to associates on areas of improvement and achieving customer satisfaction matrices. Maintaining latest routing directives; ensuring queue reporting, routing and support are 100% compliant Analyzing the training needs, preparing the training modules for imparting training on soft skills/product/process and norms of the services Key Attainments: Recognized by senior leaders for both quality and efficiency in work Received several performance certificates including All Star, Employee of the Month, Team Player, Centurion Award and many others Received My Work My Time award for always completing the assigned task on time and always remained a constant G1 performer(Top Performer) PAST EXPERIENCE
Jan 2002 - Oct 2007

Supervisor

BATH GROUP LLC, OLYMPIA, USA
Supervisor
Jul 1999 - Jan 2002

Hotel Management Trainee

MARRIOTT HOTELS
SCOTTSDALE, USA HOTEL INTERCONTINENTAL, Sydney, Australia Hotel Management Trainee

Education

Education
1999

School of Hotel Management