Business Analyst

Amarjit Singh Cheema

***** ********* **** **, ***-405, Reston, VA 20190 • 202-***-****• *********@***.***

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SUMMARY

Seasoned and result oriented customer service, analyst and sales professional with extensive experience in American Express, Self-starter with superior written and oral communication skills committed to excellence, Experienced in working with high-profile clientele and committed to achieving the highest levels of client satisfaction, excellent interpersonal skills, professional attitude, results-oriented approach, and the ability to see any assignment through to successful completion. Looking for a part time/ full time job to make a significant contribution to the growth of the company.

EDUCATION

Bachelor’s degree - Bachelor of Commerce (B.Com Honors) – Patna University. 2007

WORK HISTORY

American Express

Sr Customer Representative (Corporate Accounts) October 2006 - October 2007

February 2009 - April 2010

-Directed Call Center Operations as a liaison between corporate clients and program administrators

-Facilitated group training sessions for new hires on various financial products and services offered by American Express

-Administered performance management by identifying improvement opportunities, providing effective feedback, coaching, training, professional development, and corrective action plans

-Managed the transition of new hires from training to operations

-Performed quality checks, develop and review performance reports to implement measures for overall process improvement.

-Developed and analyzed reports from the application

-Reviewed and presented reports on call center statistics to measure staff efficiency and performance

-Shared best practices with managers, directors and agents across the entire service delivery network leaders through teams meeting, quarterly skips and focus groups

Consistently met and exceeded process targets on all Customer, Shareholder and Employee Matrix

-Reported 100% compliance; YTD score of 92.8% Overall satisfaction; Score of 98.6% on Refer to a friend program

-Active involvement in employee engagement activities, such as quarterly plays and also organizing team based activities, both on and off site.

-Creating user manuals and reference guides

-Providing adequate information about services, credits and finance and resolving respective queries. Handled corporate accounts for IBM, Microsoft, Pepsi co

-Providing excellent customer service to external and internal customers ensuring a high level of customer satisfaction and meeting company’s targets.

-Attending weekly and monthly meetings, creating Power Point presentation for the meetings and creating meeting minutes.

-Leading and motivating the team resulting into better productivity

- Assisted in UAT testing

Venus Fashions October 2007 - February 2009

- Assessed business operations and processes of assigned office /business unit to understand procedures, information flows and handoffs, decisions, communications pathways and the like.

- Participated in meetings and projects with client staff, supervisors, to come up with the project plan and marketing strategies.

- Participated in the meetings with stakeholders to gather and create requirements

- Developed reports from the application.

- Created user manuals and reference guides for new employees.

SPECIAL SKILLS

Experience in UAT testing tools, Mercury Quality Center, Citirix

SQL

Fluent in English, Hindi and Punjabi

Proficient in Windows 98/ XP/ 2000/ 07 and MS Office programs like MS Project, MS Word, MS Power Point, MS Outlook, MS Visio and MS Excel

Experience in research methods and presentations

COURSES

American Express Product Training

US Financial law Training

Soft skill Training

Effective communication Training

OTHER:

Represented School in Basket Ball Tournaments

Represented (Punjab) State in Basket Ball National Tournaments.

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