Business Analyst

CAREER COMPETENCIES

Global Career span of **+ years across Business Operations and Client Servicing in India and UK.

M.A. Global Financial Management from University of Northumbria at Newcastle Upon Tyne (U.K.) 2006-07.

Currently pursuing PMP Certification.

Most recent association with American Express, India as Lead Business Analyst.

An efficient key player in challenging and creative environments with excellent capacity to adapt to new technology and skill.

Strong flexibility/adaptability to manage multiple tasks and ability to drive results within stringent time frames.

High performer with excellent verbal and written communication skills and proficient PC skills including Outlook, Word, Excel, Windows10 & Web.

Also worked on tools like Service Now, GIDM, SFT, RACF Screens and SAP

PROFESSIONAL BRIEF

Lead Business Analyst, American Express, India (May 2014– May 2019)

Data File Enablement Team (DFE Team) implements / maintains the transmission of expense management data files between Blue Box and Corporate Clients.

Key Responsibilities:

Managed the implementation of Corporate Clients’ Global Expense and Remittance reports, in coordination with Account Development Managers, Client Program Administrators, 3rd parties, Blue Box Technologies and Clients Technologies Team

Won several awards based on performance like Xtra Miler, NPS Achiever

Provided consultation to corporate clients – on transmission procedures and protocols, interpreted and understood files and templates to ensure efficient transmission of data

Primary contact – for Account Development Managers (multiple regions), Corporate Clients, Internal Teams to help provide training on transmission protocols and implementation requirements

Coordinated Project Calls – ensured timely coordination of conference calls with other departments for effective implementation of the expense management and remittance files

Timely completion and closure of implementation request by following the laid out testing procedures and gained acceptance from client for implementation of the project

Client Issue Resolution - Provided extraordinary customer issue resolution to corporate customer queries related to expense management

Customer Service Analyst, American Express, India (Aug 2012 – May 2014)

Handled 90+ incoming calls daily, from Corporate American Express card users giving detailed, friendly and polite customer service to ensure customer satisfaction

Won Several Awards for performance like Relationship Rockstar, Moments of Magic, Etc.

Achieved/over - achieved month-on-month targets

Trained five new employees about the process

Resolved queries related to statements, internal expense tool and corporate charges

Explained clients the American Express policies with regards to corporate card bill payments

Continuously worked towards meeting and improving the TAT's. Completely understood the impact of each TAT and ensured it was never missed. When on leave took ownership to help backup meet the timelines

Maintained effective communication with clients

Always on top of issues and followed proper escalation matrix

Updated Knowledge Database Bank with unique issues and shared with the team during huddles and meetings, also shared best practices with team members in team meetings

Updated SOP and escalation tracker regularly with version controls

Ensured Quality improvement measures to ensure higher customer satisfaction

Served as first point of contact for escalations or query resolutions

Customer Consultant, AA Insurance, Newcastle, UK (January 2010 – October 2010)

Worked as Customer Consultant in General Insurance

Main focus was to understand customer requirements and design products to suit their needs

This involved thorough understanding and analyses of general insurance products like motor and home insurance, etc.

Analyst, American Express, Newcastle, U.K (December 2008 – January 2010)

Job profile involved managing customer relations for a key client process.

Responsible for invoice management and troubleshooting the entire life cycle of the process.

This involved strong problem solving skills and effective communication with the clients.

Cost Accountant, Procter & Gamble, Newcastle, U.K (January 2008 – December 2008)

Preparation of monthly accounts for significant cost areas within a portfolio of titles, including goods in inventory to finished products and reconciliation of accounts.

Required and processed authorization of documents of suppliers across Europe.

Job Profile also included working on advanced level of Excel to prepare the accounts as well as working on SAP.

EDUCATION

Masters – M.A. Global Financial Management from University of Northumbria, Newcastle upon Tyne, UK - 2006-2008

Bachelors – B.A. (Hons) Business Economics from University of Delhi, Delhi, India – 2003-2006

School – Delhi Public School, Noida, India - 2002

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