AMAN MEHTA
Faridabad
Summary
Accomplished Customer Service, Value Generation, and Collection Specialist with over 12 years of experience at American Express. Skilled in handling escalations, coaching, collections, and complaint analysis. Proficient in conducting second-level investigations and fostering cross-functional collaboration. Demonstrated success in enhancing performance, ensuring compliance, and leading strategic audits to drive impactful decisions in dispute resolution.
Overview
11
11
years of professional experience
Work History
Lead Specialist / Credit Strategist / Performance Coach
American Express
11.2014 - Current
- Facilitated audits and reviews to align CM actioning with enterprise procedures.
- Partnered with teams to ensure swift investigation and resolution of card member complaints.
- Mentored over 150 CCPs to improve service quality and adherence to compliance standards.
- Supported audits through detailed root cause analysis and documentation.
- Executed VG Audits on CM complaints, discovering deficiencies and integrating insights for CCP's improvement.
- Secured 40% recovery rate by employing structured settlement negotiations.
- Acted as liaison for iCare complaints, cutting resolution time by 50% by fostering efficient cross-team collaboration.
Education
MBA - Business Administration
Sikkim Manipal University
01.2016
B.Com - Commerce
Delhi University
01.2014
Skills
- Fraud Pattern Identification
- VG and CS Dispute Investigations
- Coaching & Mentoring
- Compliance & Regulatory Audits
- Risk Mitigation
- Process Documentation
- Cross-Team Collaboration
- MS Office Suite (Excel, Word, PPT)
Awards
Delivered feedback & strategy alignment leading to improved agent compliance & service delivery, Supported enterprise transitions with insights that enhanced SOPs for Dispute Professionals, Consistently ranked in top-performing recovery agents within the IRU segment
Timeline
Lead Specialist / Credit Strategist / Performance Coach
American Express
11.2014 - Current
B.Com - Commerce
Delhi University
MBA - Business Administration
Sikkim Manipal University
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