Summary
Overview
Work History
Education
Skills
Hobbies and Interests
Core Areas Of Expertise
Languages
Timeline
Generic
Anuj Pradhan

Anuj Pradhan

New Delhi

Summary

Dynamic professional with 8.5 years of experience in market research, client servicing, and escalations management, currently excelling as a Lead Analyst at American Express. Successfully coached teams and conducted quality audits, enhancing customer experience across various lines of business, which contributed to improved service standards. Proven skills in process improvement and compliance support through initiatives like RCR audits and team quizzes. Offers strong analytical thinking, mentoring abilities, and a commitment to service excellence, making a valuable addition to any organization.

Overview

8
8
years of professional experience

Work History

Lead Analyst - Internal Control Team

American Express
Gurgaon
01.2019 - 04.2025
  • Audits initiatives across various Lines of Business including Small Business Servicing, Disputes & Fraud Gate, and US Corporate Servicing, which enhanced operational compliance and improved service delivery.
  • Transitioned through diverse verticals such as US Corporate Servicing, Small Business Servicing, and US Program Administrator Servicing, demonstrating adaptability and quickly learning different processes to drive efficiency.
  • Spearheaded client servicing initiatives, ensuring consistent client satisfaction by addressing queries, resolving concerns efficiently, and maintaining long-term relationships with key stakeholders.
  • Successfully managed a high volume of client interactions across various channels while maintaining quality standards and service-level agreements (SLAs).
  • Led process improvement projects to enhance operational efficiency, reduce response time, and improve client onboarding and support experiences.
  • Demonstrated strong team management skills, supervising and guiding cross-functional teams to meet performance targets, enhance collaboration, and deliver quality service.
  • Provided hands-on coaching and training to new and existing team members, focusing on skill development, performance improvement, and service excellence.
  • Delivered exceptional customer service in high-pressure environments by actively listening, empathizing with client concerns, and offering tailored solutions.
  • Proficient in using various testing tools, systems, and software to support system upgrades, troubleshoot issues, and conduct user acceptance testing (UAT) to ensure system reliability and performance.
  • Contributed to the development and documentation of SOPs and knowledge bases to support training, consistency, and service improvement initiatives.
  • Delivered cross-functional training and collaborated with multiple departments, ensuring seamless knowledge transfer and optimizing processes for better team performance.

Travel Counselor/Planner

Inter Globe Technologies Solutions
Gurugram
01.2018 - 01.2019
  • Led a team of 8 colleagues in overseeing the complete travel planning process, which ensured organized and smooth booking experiences for clients.
  • Managed timely and accurate bookings, amendments, and itinerary support, helping to enhance overall customer satisfaction.
  • Delivered exceptional customer service for both domestic and international travel, which significantly contributed to improving the customer experience and loyalty.
  • Streamlined processes within the team, which boosted efficiency and allowed us to handle more client requests effectively.

Senior Customer Care Executive

FIS Global Business Solution
Gurugram
01.2017 - 01.2018
  • Resolved customer inquiries about Bluebird gift cards and IRS tax returns, which ensured clients received timely and accurate financial assistance, enhancing overall customer satisfaction.
  • Trained and mentored a new cohort of 6 team members, which streamlined the onboarding process and improved team productivity from the start.

Education

B.A. - English & Economics

Swami Vivekanand Subharti University
Meerut, India
01.2023

12th Class -

Delhi Public School
RK Puram, Delhi, India
01.2014

Skills

  • Customer Experience
  • Management Coaching & Mentoring
  • Process Improvement & Compliance Support
  • Call Quality Monitoring
  • Training Content Design & Knowledge Checks
  • Escalation Handling & Resolution
  • Client Relationship Management
  • Team Leadership & Peer Coaching
  • Cross-Functional Collaboration
  • Analytical & Problem-Solving Skills
  • Microsoft Office Suite (Excel, Word, PowerPoint)
  • Time Management & Multitasking
  • Organizational & Documentation Skills
  • Effective Communication
  • Adaptability & Continuous Learning Mindset
  • Excellent memory and knowledge retention

Hobbies and Interests

  • Exploring distant lands
  • Capturing moments
  • Feeling the music
  • Swimming

Core Areas Of Expertise

  • Customer Experience Management
  • Coaching & Mentoring
  • Process Improvement & Compliance Support
  • Call Quality Monitoring
  • Training Content Design & Knowledge Checks
  • Escalation Handling & Resolution
  • Client Relationship Management
  • Team Leadership & Peer Coaching
  • Cross-Functional Collaboration
  • Analytical & Problem-Solving Skills

Languages

Hindi
First Language
English
Proficient
C2

Timeline

Lead Analyst - Internal Control Team

American Express
01.2019 - 04.2025

Travel Counselor/Planner

Inter Globe Technologies Solutions
01.2018 - 01.2019

Senior Customer Care Executive

FIS Global Business Solution
01.2017 - 01.2018

B.A. - English & Economics

Swami Vivekanand Subharti University

12th Class -

Delhi Public School
Anuj Pradhan