Amit Kumar Sharma
Gurugram
Summary
Dynamic Complaint Testing Analyst at American Express with a proven track record in process optimization and risk analysis. Recognized for enhancing operational efficiency and mentoring new hires. Skilled in data-driven decision making and effective communication, driving impactful improvements in compliance and complaint resolution strategies.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Complaint Testing Analyst (Control Management)
American Express
01.2023 - Current
- Perform root cause analysis (RCA) for complaint testing across multiple resolution groups and channels.
- Identify high-risk behaviors, regulatory gaps, and procedural inconsistencies.
- Provide process improvement recommendations to enhance operational efficiency.
- Train and mentor new hires, ensuring adherence to compliance and risk protocols.
- Recognized as a Q1-2024 Top of the Stack performer for exemplary contributions.
Lead Credit Analyst
American Express
01.2013 - 01.2023
- Led corporate credit analysis initiatives to optimize business targets and improve collections.
- Migrated corporate client portfolios and managed large market programs.
- Conducted training and mentorship programs to support new hires.
- Collaborated with cross-functional teams to enhance credit risk assessment processes.
- Served as a Job Content Coach during the pandemic to uphold business standards.
Process Expert
Encore Capital Group
Gurugram
01.2009 - 08.2012
- Assisted customers with financial hardship by offering alternative payment plans or other solutions that would benefit both parties.
- Maintained records of collection activities for each account, including contact attempts, payment arrangements and resolution status.
- Negotiated rates with customers and entered payments into accounting system.
- Developed relationships with debtors to encourage timely payments while providing excellent customer service.
- Reviewed delinquent accounts and contacted customers via phone, email or mail to negotiate repayment terms and payment arrangements.
Education
MBA - Business Analytics
IGNOU
01-2027
Graduation - English Literature
Sikkim Professional University
SikkimClass XII -
Composite Model School
New DelhiSkills
- Project Management
- Process Optimization
- Business Analytics
- Data-Driven Decision Making
- Risk Analysis
- Compliance Management
- Leadership
- Mentoring
- Training
- Microsoft Excel
- Data Analysis
- Effective Communication
- Stakeholder Management
Websites
Certification
- Cybersecurity Foundations: Governance, Risk, and Compliance (GRC), LinkedIn Learning
- Project Management Assessment Completion, DJA-B-1-160105-0
Projects And Achievements
- Business Process Enhancement, Spearheaded process improvements that led to a measurable increase in compliance efficiency.
- Mentorship & Training, Successfully mentored and trained multiple cohorts of new hires, improving onboarding efficiency.
- Data Analytics & Risk Management, Utilized analytical skills to identify high-risk areas, contributing to proactive risk mitigation.
- Successfully completed CIT project, delivering major impact on operational processes which reduced paperwork significantly and streamlined workflows, increased efficiency
- contributed to process automation and compliance improvements.
Accomplishments
Top of Stack 2024 - Q1 and Q2, You Rock Trainer Award 2024.
Timeline
Complaint Testing Analyst (Control Management)
American Express
01.2023 - Current
Lead Credit Analyst
American Express
01.2013 - 01.2023
Process Expert
Encore Capital Group
01.2009 - 08.2012
MBA - Business Analytics
IGNOU
Graduation - English Literature
Sikkim Professional University
Class XII -
Composite Model School