Summary
Overview
Work History
Education
Skills
Websites
Accomplishments
Certifications And Projects
Timeline
Generic

Anu Kumar

Gurugram

Summary

An Operations Support professional with expertise in inventory coordination and complaint set-up and resolution at American Express. Achieved 95% customer satisfaction through enhanced operational efficiency and adherence to regulatory standards. Proficient in process optimisation and stakeholder engagement, utilising analytical skills to drive performance improvements.

Overview

13
13
years of professional experience

Work History

Inventory Coordinator (Operation Support)

American Express
Gurugram
07.2023 - Current
  • Achieved recognition as ‘Best Performer’ and ‘Star Developer’ for outstanding case handling.
  • Ensured complaint tagging met FOS-defined SLAs while overseeing UK GCRS email correspondence.
  • Supported the capabilities team in UAT testing for Amex platform features.
  • Employed meticulous attention to detail within the GC&P environment to avert regulatory breaches.
  • Assisted leadership in drafting CHC articles for complaints, showcasing stakeholder engagement during audits.
  • Managed capacity and inventory for the UK complaints team, enhancing operational efficiency.
  • Streamlined insurance and section 78/solicitor setup processes to improve workflow.

Complaint Analyst (Loan Resource)

American Express
Gurugram
12.2022 - 06.2023
  • Resolved over 2,200 aged complaints, earning commendations for exemplary performance from leadership.
  • Delivered impartial resolutions in accordance with UK regulator FOS standards.
  • Collaborated with legal and compliance teams to improve case outcomes.

Senior CCP – US Live Chat Process

American Express
Gurugram
01.2019 - 12.2022
  • Delivered real-time support to US cardmembers, achieving over 95% satisfaction rate.
  • Met shareholder metrics consistently while promoting RTF program effectively.

Team Coach – International Chat Support (O2, Vodafone)

FIS Global
Gurugram
12.2014 - 12.2018
  • Oversaw high-volume chat support for broadband and mobile clients in UK.
  • Trained new hires to improve first-contact resolution rates.
  • Provided continuous support to team members for effective issue resolution.

Quality Analyst

Axiom
Delhi
12.2012 - 11.2014
  • Developed QA framework, reducing process errors by 20%.
  • Collaborated with IT to enhance CRM systems for improved performance tracking.

Education

M.Sc. - Computer Science

LJM University
UK
05-2024

Executive PG - Software Development

IIIT Bangalore
Bengaluru
11-2022

B.Sc. - IT

NIIT / Kuvempu University
Delhi
11-2011

Skills

  • Backend operations management
  • Inventory management
  • Regulatory compliance
  • Capacity planning
  • Stakeholder engagement
  • IT support
  • Process optimization
  • Complaint resolution
  • Quality assurance
  • Customer experience enhancement
  • Data analysis
  • Administrative reporting
  • International support services
  • Full stack development
  • User acceptance testing
  • Problem solving
  • Performance tracking

Websites

Accomplishments

Star developer: someone who has invested a lot of time in themselves in the past year to realise their true potential

Certificate of appreciation for best performance

Thank you for the email to support during the fire evacuation drill.

Received a blue reward from the leader for collecting letters from the mail room and promptly scanning them.

Certifications And Projects

Thesis-"A Study of the Adoption Practices of Agile Development in Mid-Sized and Start-Up Companies in India".

Executive PG programme in software development with specialisation in full stack.

Timeline

Inventory Coordinator (Operation Support)

American Express
07.2023 - Current

Complaint Analyst (Loan Resource)

American Express
12.2022 - 06.2023

Senior CCP – US Live Chat Process

American Express
01.2019 - 12.2022

Team Coach – International Chat Support (O2, Vodafone)

FIS Global
12.2014 - 12.2018

Quality Analyst

Axiom
12.2012 - 11.2014

M.Sc. - Computer Science

LJM University

Executive PG - Software Development

IIIT Bangalore

B.Sc. - IT

NIIT / Kuvempu University

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