Abhishek Yadav
Ghaziabad
Summary
Operational and customer resolution specialist with over 7 years of American Express experience in high-exposure account handling, regulatory-aligned servicing, and risk-controlled resolutions. Proven success in managing complex customer concerns, retaining high-value accounts, maintaining documentation accuracy, and driving performance outcomes with strict SLA environments. Seeking to transition into an Analyst role to apply investigative, escalation management, and process improvement capabilities at scale.
Overview
9
9
years of professional experience
Work History
Retention Specialist
American Express
Gurugram
05.2018 - Current
- Manage complex retention interactions involving payment distress, credit exposure, disputes, account integrity, and compliance-sensitive conversations across the US portfolio.
- Deliver end-to-end customer outcomes with full accountability to controls, accuracy, and operational governance.
- Partner with leaders, dispute teams, risk functions, and support groups to close loops on escalations and case complexities.
- Deliver strong operational consistency in a 24/7 environment with zero compromise on compliance requirements.
Senior Advisor
Concentrix
Gurugram
08.2016 - 05.2018
- Handled and resolved billing escalations of incorrect claims promptly for the Sprint process.
- Successfully oversaw product-related operations, resulting in improved efficiency and increased customer satisfaction.
- Assisted new hires with bridging gaps in knowledge, and provided real-time support to ensure compliance.
Education
B.Tech - Mechanical Engineering
UPTU
01-2014
Skills
- Escalation and case resolution management
- Cross-functional collaboration
- Document accuracy and audit trail control
- Data interpretation and performance servicing
- MS Word, Excel, PowerPoint, and case tools knowledge
- Data analysis and risk assessment
- Operational governance and problem solving
- Effective communication
Timeline
Retention Specialist
American Express
05.2018 - Current
Senior Advisor
Concentrix
08.2016 - 05.2018
B.Tech - Mechanical Engineering
UPTU