AMIT DHUPAR
Gurgaon
Summary
Accomplished professional with vast experience in business operations, process improvement, customer service across industries like ITES, Retail and Hospitality.
Overview
17
17
years of professional experience
Work History
Business Owner
Aarna Enterprise
09.2018 - Current
- Identified the location for the new franchise store for Fern N Petals in Sector 31, Gurgaon, India.
- Modified, renovated, and operated the store as per the company standards and policies.
- Won several work contracts for goods and services from government office buildings.
- Handled end-to-end management, including marketing, sales, hiring and training employees, profit and loss, vendor management, reporting, GST filing, and licensing.
- Tied up as a vendor with several companies in nearby areas for their gifting and event management requirements.
- Continuously improved daily and monthly sales by developing new business relationships, creating innovative products, and establishing a highly motivated work environment.
Sr. Business Analyst
American Express
03.2015 - 04.2018
- Served as Sr. Business Systems Analyst with American Express VOC (Voice of the Customer) team responsible for end to end management of customer listening process including data collection, reporting and analytics.
- Worked closely with business units to understand and document their business objectives and priorities.
- Developed proactive solutions, actionable insights from VOC data.
- Designed learning bytes, conducted webinars about site features and benefits.
- Played an instrumental role in a smooth transition of a new customer survey vendor partnership.
- Assisted the team in preparing high-level communication around vendor transition, conducted trainings and webinars on the new survey tool.
- Tested the survey results for abnormalities and defects.
- Initiated and successfully delivered several process improvement projects through proactive analysis and research on customer feedback data.
Team Lead Quality Assurance
American Express
04.2013 - 03.2015
- Responsible for capturing, recording, tracking and resolution of regulatory & non regulatory complaints against American Express.
- Analyzed complaints data to determine quality, identify problems/ patterns/ high risk activities & report.
- 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.
- Reviewed existing systems & procedures and designed internal controls/ quality audit checks for various operational areas for achieving higher customer satisfaction.
- Served as Relationship Manager for Operations Team and shared monthly trends on complaint volumes, key drivers.
- Assisted bank team in auditing.
Subject Matter Expert / Lead Analyst
American Express
11.2007 - 04.2013
- Resolved customer inquiries related to product and services through email mode of communication.
- Maintained latest routing directives; ensuring queue reporting, routing & support were 100% compliant.
- Analyzed training needs & prepared training modules for imparting training on soft skills/ product/ process & norms.
Education
Diploma in Hotel and Business Management - Hotel and Business Operations
MSASH
Ooty, Tamil Nadu01.1999
Senior Secondary School Certificate - Maths, Science, Social Studies, English
Army Public School
01.1996
Secondary School Certificate - Maths, Science, Social Science, English, Hindi
Army Public School
01.1994
Skills
- Familiar with Business IT tools like ServiceNow, SharePoint
- Stakeholder Management
- Governance and Compliances
- Quality Assurance
- Customer Satisfaction & Business Retention
- Training & Mentoring
- Voice of Customer (VOC)
- Relationship Management
- Team Building & Leadership
Timeline
Business Owner
Aarna Enterprise
09.2018 - Current
Sr. Business Analyst
American Express
03.2015 - 04.2018
Team Lead Quality Assurance
American Express
04.2013 - 03.2015
Subject Matter Expert / Lead Analyst
American Express
11.2007 - 04.2013
Diploma in Hotel and Business Management - Hotel and Business Operations
MSASH
Senior Secondary School Certificate - Maths, Science, Social Studies, English
Army Public School
Secondary School Certificate - Maths, Science, Social Science, English, Hindi
Army Public School
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