Anwal Jasman Ekka
Summary
Seeks opportunities to improve processes and workflows for team benefit. Conscientious, Motivated individual with business acumen and willingness to take on challenging roles.
Works great alone or with others and consistently exceeds expectations. Versatile Business Operations Specialist with background in optimizing operational processes. Goal-driven analyst polished in Customer Centricity and Service.
Overview
16
16
years of professional experience
Work History
Lead New Accounts Analyst
American Express India Pvt Ltd
Gurugram
06.2011 - 04.2024
- Delivering world-class customer service, while responding to customer inquiries and concerns over the phone. Building meaningful relationships with our customers through a consultative approach, understanding their current and future needs, providing first contact resolution, and negotiating a positive outcome for the customer and American Express. Enhance our customer's experience by identifying opportunities to offer products based on our Cardmember's needs. Meet and exceed quality goals, compliance regulations, and productivity targets. Navigated computer systems and applications to provide exceptional customer service and optimize customers' experience on our online and mobile platforms. Reprioritize and adapt to a constantly evolving environment.
- Acts as a resource interface between AM and customers. Served as a key resource for providing information on account clarifications and internal enquiries.
Served as the face and voice of the American Express brand while working as a Lead Analyst, made a meaningful difference in the lives of customers and AMs. Our unique servicing philosophy, Relationship Care®, puts your passion to serve – and your personality – at the center of every customer interaction, creating an opportunity to deliver value to our customers while deepening relationships with our company.
Interface with customers via outbound calls, for the purpose of resolving routine problems with American Express proprietary products or services.
Consistently meet and exceed predetermined VoCM goals.
Deliver extraordinary care by promptly and accurately responding to customer inquiries.
Striving to make it easy to do business with American Express while solving customer (Merchant) issues, and celebrating their value.
Greet SE in a courteous, friendly, and professional manner using agreed probing for and confirming understanding of customer requirements while actively listening to their needs and concerns.
Met customer requirements by resolving issues on initial contact.
Demonstrated clear communication by confirming customer comprehension of the solution, while offering supplementary education when necessary.
Prepared complete and accurate work while updating customer file.
Communicate effectively with individuals/teams in the program to ensure high quality and timely expedition of customer requests.
Contribute ideas on ways to resolve problems to better serve the customer and/or improve productivity.
Participate in activities designed to improve customer satisfaction and business performance.
Occasionally, use decision-support tools to answer questions. - Identified opportunities for process improvements across the organization.
Maintained accurate records of all data collected during analysis processes.
Collaborated with cross-functional teams on projects related to analytics initiatives.
Identified needs of customers promptly and efficiently.
Displayed strong telephone etiquette, effectively handling difficult calls.
Utilized document management system to organize company files, keeping up-to-date and easily accessible data.
Oversaw quality control to identify inconsistencies and malfunctions.
Implemented strategies to take advantage of new opportunities.
Created plans to propose solutions to problems related to efficiency, costs or profits.
Analyzed key performance indicators to identify effective strategies.
Identified areas for improvement, narrowing focus for decision-makers in making necessary changes.
Evaluated needs of departments and delegated tasks to optimize overall production.
Assessed company operations for compliance with safety standards.
Maintained positive working relationship with fellow staff and management.
Determined consumer needs to provide products and services appealing to larger market.
Visualize & simplify end to end card member experience
Enable & drive process improvement based on voice of customer feedback
Strive to Customer First Resolution (CFR) and reduce bad demand
Generate revenue by driving value generation
Comprehend & Respond to all Customer Queries through Phone, with Immediate Resolution (Real Time) to ensure Customer Satisfaction
Deliver to all the key metrics as per organizational goals
Adhere to Quality and Compliance Guidelines
Adaptable & Customer Centric Approach to situations to deliver superior service personalization & Empathy in Communication
Able to address 2-3 conversations simultaneously - Acted as a individual contributor being a team member my responsibilities was customer interactions, resolves product or service problems by clarifying the customer's complaint, determining the cause of the problem, selecting and explaining the best solution to solve the problem, expediting correction or adjustment, and following up to ensure for delivering the highest level of Customer Experience (world-class) and driving continuous improvements across customer service arena . Ensured customer feedback is communicated internally for improvement of products and services. My role also handles 'technical' resolutions. The role gave an excellent opportunity to get exposure to Financial Technology business services. Given our services-based business model and how customers pay overtime, Customer Support was the main ingredient and a crucial part of our company. We want customers to be happy, addressing the 'Voice of Customers,' with both the value that our services provide and, more broadly, the professional relationship between Amex and our customers. The role was also focused on attending, promptly acknowledging, and resolving customer inquiries and complaints, while keeping oneself updated on company products to effectively manage customer queries. The role included support services and basic operational work to support the solutions and customer support team. Working effectively individually, as well as within a team. Taking control and handling tasks independently. Thriving in a dynamic work environment. Working collaboratively with the Customer Success Team and providing functional support for a smooth operation.
Qualitative Research Analyst
Exevo India Limited
New Delhi
06.2009 - 12.2010
- Collaborated with cross-functional teams on projects related to analytics initiatives.
- Maintained accurate records of all data collected during analysis processes.
- Identified opportunities for process improvements across the organization.
- Analyzed large datasets with statistical methods and software programs.
- Identified needs of client promptly and efficiently.
- Displayed strong telephone etiquette, effectively handling difficult calls.
- Wrote and submitted reports on industry trends, prompting managers to develop business plans.
- Analyzed company's expenditures and developed financial models.
- Implemented strategies to take advantage of new opportunities.
- Evaluated needs of departments and delegated tasks to optimize overall production.
- Utilized document management system to organize company files, keeping up-to-date and easily accessible data.
- Created plans to propose solutions to problems related to efficiency, costs or profits.
- Identified areas for improvement, narrowing focus for decision-makers in making necessary changes.
- Maintained positive working relationship with fellow staff and management.
- Tracked project schedules and encouraged teams to complete tasks on time while staying on budget.
- Audited company's legal documents to verify compliant policies and procedures.
- Worked closely with the Quantitative Research Team to support employee management and organizational planning.
- Assessed company operations for compliance with safety standards.
- Oversaw quality control to identify inconsistencies and malfunctions.
- Set specific goals for projects to measure progress and evaluate end results.
- Analyzed key performance indicators to identify effective strategies.
- Proficient in conducting interviews as part of research methodologies, ensuring accurate data collection. Experienced in administering surveys to gather insights and opinions from target audiences. Skilled in conducting both secondary and primary research to gather comprehensive data for analysis. Capable of effectively managing clients and contracts, ensuring adherence to project timelines and deliverables. Involved in projects with renowned firms such as Big Four TBR, Synovate, and IDC, showcasing credibility and expertise. Specialized in handling projects across diverse industries, including IT, health, finance, and retail sectors. Demonstrated ability to deliver high-quality research outcomes and insights tailored to specific client needs and project requirements.
Process Associate
Genpact Pvt Ltd
Gurugram
08.2006 - 05.2008
- Negotiated settlements with customers who are unable or unwilling to pay full balance due.
- Processed incoming payments from customers via check, money order or electronic funds transfer.
- Developed and implemented collection strategies to increase payment rates.
- Investigated claims of fraud or identity theft reported by customers and took appropriate action based on findings.
Ensured compliance with all applicable laws related to debt collections practices. - Maintained accurate records of customer interactions and account statuses using computer software systems.
- Analyzed credit reports, financial statements and other documents to assess risk and make decisions regarding collections.
- Identified opportunities for improvement within existing processes and procedures.
- Performed skip-tracing activities by researching public databases, social media sites and other sources for locating debtors.
- Resolved billing disputes with customers in a timely manner.
Researched customer accounts to determine appropriate collection actions. - Reviewed customer accounts for accuracy and completeness of data entry into the system.
Utilized skip tracing techniques to locate hard-to-find debtors. - Provided information on payment options, such as installment plans, to help resolve customer delinquencies.
- Researched discrepancies between invoices and payments received from customers.
- Responded promptly to customer inquiries regarding their account's status via phone.
- Followed up on past due accounts through phone calls, according to company policy.
- Conducted outbound calls to delinquent customers in order to negotiate payment arrangements.
- Participated in training sessions and meetings related to collections policies and procedures.
- Developed relationships with the late-stage collections team in order to ensure the successful resolution of delinquent accounts.
- Identified trends in customer delinquency patterns and communicated findings to management team.
Assisted customers with online payments using secure web portals. - Collaborated with team members to meet or exceed collection goals.
- Negotiated repayment plans with debtors to meet client recovery targets.
- Achieved monthly collection targets through effective negotiation techniques.
- Applied analytical skills to prioritize accounts based on collectability.
- Communicated with clients to provide updates on account recovery status.
- Employed persuasive communication skills to encourage prompt debt repayment.
- Maintained confidentiality and adhered to FDCPA regulations during collections.
- Conducted financial reviews to assess debtor ability to pay outstanding debts.
- Updated collection databases and systems with payment arrangements and notes.
- Implemented collection strategies to maximize recovery rates.
Ensured compliance with state and federal laws governing debt collection practices. - Documented all debtor interactions accurately for compliance and follow-up.
- Managed high-volume call lists to contact debtors and secure payments.
- Analyzed debtor financial situations to propose realistic repayment solutions.
- Reviewed overdue accounts to schedule contact dates for follow-up phone calls.
- Investigated billing discrepancies and implemented effective solutions to resolve concerns and prevent future problems.
- Worked closely with delinquent account holders to collect and reconcile accounts through approved channels.
- Accepted and processed customer payments and applied toward account balances.
- Spoke with customers to learn reasons for overdue payments and to review terms of credit contract.
- Received payments and posted amounts to customer accounts.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
- Answered customer questions regarding account discrepancies or problems.
- Performed administrative functions for assigned accounts, recorded address changes and purged records.
- Arranged debt repayment or established schedules for repayment based on customer's financial situation.
- Located new addresses of delinquent customers through research, contacting credit bureaus or by questioning neighbors.
- Contacted customers with delinquent accounts to solicit payment.
- Notified credit departments and turned over records to attorneys when customers failed to respond to collection attempts.
- Advised delinquent customers on strategies for debt repayment.
- Monitored overdue accounts using automated information systems.
- Recorded information about status of collection efforts.
- Negotiated credit extensions and waivers when necessary.
- Encouraged customers to pay due amounts on credit accounts, claims or overdrawn checks.
- Resolved customer service inquiries within established time frames while maintaining a high level of quality assurance.
- Participated in regular team meetings and provided input on ways to improve existing processes.
- Conducted daily process reviews to identify areas for improvement and increased efficiency.
- Maintained accurate records of all transactions related to processes in accordance with company guidelines.
- Identified potential risks associated with processes and recommended corrective actions.
- Performed data entry tasks to update customer records and maintain accuracy of information.
- Identified needs of customers promptly and efficiently.
- Displayed strong telephone etiquette, effectively handling difficult calls.
- Monitored operations and reviewed records and metrics to understand company performance.
- Analyzed key performance indicators to identify effective strategies.
- Oversaw quality control to identify inconsistencies and malfunctions.
- Implemented strategies to take advantage of new opportunities.
- Created plans to propose solutions to problems related to efficiency, costs or profits.
- Worked closely with supervisor and quality team to support employee management and organizational planning.
- Identified areas for improvement, narrowing focus for decision-makers in making necessary changes.
- Maintained positive working relationship with fellow staff and management.
- Assessed company operations for compliance with safety standards.
- Proficiently trained in Retail Sales, Finance, and Collections to effectively manage outstanding debts. Skilled in dialing outbound calls for collections, ensuring timely follow-ups and payments. Experienced in dealing with credit card payments and managing related collection processes. Utilize effective communication and negotiation skills to engage with customers and resolve payment issues. Implement strategies to maximize collections and minimize bad debts, contributing to overall financial health. Maintain accurate records of collection activities and customer interactions for reporting and analysis. Collaborate with internal teams to address customer concerns and facilitate smooth payment processes.
Education
Bachelor of Arts - Sociology
Sikkim Manipal University
New Delhi09-2015
Skills
- Root Cause Analysis
- KPI analysis
- Analytical Thinking
- Process Improvements
- Evidence-Based Decision Making
- Continuous Improvement
- Industry Knowledge
- Tools & Technologies
- Interpersonal Skills
- Customer Service Operations
- Software as a Service (SaaS)
- Working Experience
- Relationship Development
- Easily Adaptable
- Global Customer Service
- Customer Contact
- Computer Literacy
- Attention to Detail
- Customer Success
- Administrative Assistance
- Corporate Services
- Credit Cards
- Error Correction
- Credit Card Fraud Prevention
- Customer-Focused Service
- High value customer
- Error Analysis
- Quality Check
- Centurion Credit Cards
- Value-Added Services (VAS)
- US Fair Debt Collection Practices Act (FDCPA)
- Debt Collection
- Cash Collection
- Data Entry
- Customer Relationship Management (CRM)
- Project Management
- Report Writing
- Transcripts
- Market Research
- Online Research
- Qualitative Research
- Interviewing
- Teamwork
- Customer Service Management
- Customer Experience
- Customer Service
- Interpersonal Skills
- Phone Etiquette
- Online Support
- Written Communication
- Customer Support
- Sensitive Information
- Problem Solving
- Customer Satisfaction
- Customer Data
- Voice of the Customer
- Open-Mindedness
- Finance
- Passionate about Work
- Data Analysis
- Analytical Skills
- B2C
- Customer Service Representatives
- Service-Level Agreements (SLA)
Accomplishments
- Best Processor Award in 2007 in Collection
- Award for Achieving a G (GOAL) Rating of 1.0 in Quarter 3, 2014
Languages
Hindi
First Language
English
Advanced (C1)
C1
Affiliations
- Singing
- Cooking
- Sports and Fitness
- Writing
Timeline
Lead New Accounts Analyst
American Express India Pvt Ltd
06.2011 - 04.2024
Qualitative Research Analyst
Exevo India Limited
06.2009 - 12.2010
Process Associate
Genpact Pvt Ltd
08.2006 - 05.2008
Bachelor of Arts - Sociology
Sikkim Manipal University
Business Outcomes
High degree of personal accountability, Highly disciplined and good time management skills.
Expert problem-solving skills with an eye for detail.
Ability to cope with pressure, SLA’s and delivers results.
Customer and client focused.
Self-starter, quicker learner with ability and zeal to learn new skills and quickly adapt to changing environment & work with little guidance.
Strong MS Office skills (Outlook, Word, Excel) preferred.
Proven track record of exceptional customer satisfaction metrics
Excellent communication skills across a variety of channels through active listening and impeccable written and spoken communication
Demonstrated ability to work effectively within a team environment, displays a positive ‘Can Do’ attitude
Ability to maintain composure under pressure and in the face of frequently changing or competing demands
Leadership Outcome
Put enterprise thinking first, connect the role’s agenda to enterprise priorities and balance the needs of customers, partners, colleagues & shareholders.
Lead with an external perspective, challenge status quo and bring continuous innovation to our existing offerings
Demonstrate learning agility, make decisions quickly and with the highest level of integrity
Lead with a digital mindset and deliver the world’s best customer experiences every day
Preferred Qualifications
Passion for building customer loyalty through exceptional listening, consultative relationship building, resourcefulness and problem solving skills
Customer service and consultative sales environment experience preferred.
Passion for consultative sales, recommending products or solutions tailored to each customer.
Ability to adapt communication style to a wide variety of personalities and situations and take ownership and responsibility for each call, from beginning to end.
A natural inclination to take charge of all client contact and account management across multiple channels (phone, email, instant messenger etc.)
Ability to communicate with customers in a concise fashion, verbal and written
Exceptional verbal and written communication skills
Sharp negotiation skills to engage with diverse set of customers and stakeholders
Knowledge of customer service practices
Positive and service-oriented attitude
Ability to multitask, prioritize and manage time effectively
Willingness to work as part of a team.
Meticulous attention to detail
Minimum Qualifications
Strong written and communication skills to be able to converse effectively and naturally with our Card Members to deepen client relationships and drive satisfaction.
Resilience needed to efficiently manage a steady stream of customer calls, while balancing performance to meet a variety of metrics, and remain positive through change and stressful situations.
Ability to showcase humility and show care and appreciation through emotional acknowledgement of our customer queries/situations on each call.
Technical savvy to multi-task and navigate through multiple computer systems and applications, simultaneously, with speed and accuracy.
Integrity to manage sensitive Card Member information and adhere to all Regulatory and Compliance guidelines related to servicing and sales practices.
Driven to please by providing the ultimate experience for our Card Members on every interaction.
Timeliness and reliability
Technical Skills/Behavioral Capabilities
- Quick Navigation Ability, Web Savvy, Basic Troubleshooting Knowledge
- Utilizing skills, experience, and passion for customer service to help propel your team and its business partners to success.
Consistently deliver extraordinary service on a high volume of inbound/outbound calls in a fast-paced, structured, customer care environment with a keen focus on driving a Customer First mentality.
Consult with Card Members to understand their needs and tailor unique and personal solutions for them, while also reinforcing the benefits of card membership and acknowledging Card Member tenure
Add value for our customers through unexpected relevant recommendations of product offers/ benefit enrollments that deepen customer engagement and loyalty.
Utilize your “service oriented” personality to develop key selling skills to optimize and solidify the customer relationship by deepening their loyalty to our brand.
Address general and account-specific customer inquiries- statement inquiries, card replacement, make payments, rewards redemption, etc., and update customer account information.
Use tools and resources to identify custom solutions and anticipate customer needs, in our commitment to maintain a first point of contact resolution.
Meet and exceed performance goals that include, but are not limited to sales rates, quality goals, compliance regulations and productivity targets, & customer performance metrics
Enterprise Leadership Behaviors
- Set The Agenda: Define What Winning Looks Like, Put Enterprise Thinking First, Lead with an External Perspective.
- Bring Others With You: Build the Best Team, Seek & Provide Coaching Feedback, Make Collaboration Essential
- Do It The Right Way: Communicate Frequently, Candidly & Clearly, Make Decisions Quickly & Effectively, Live the Blue Box Values, Great Leadership Demands Courage
References
References available upon request.
Business Outcomes
High degree of personal accountability, Highly disciplined and good time management skills.
Expert problem-solving skills with an eye for detail.
Ability to cope with pressure, SLA’s and delivers results.
Customer and client focused.
Self-starter, quicker learner with ability and zeal to learn new skills and quickly adapt to changing environment & work with little guidance.
Strong MS Office skills (Outlook, Word, Excel) preferred.
Proven track record of exceptional customer satisfaction metrics
Excellent communication skills across a variety of channels through active listening and impeccable written and spoken communication
Demonstrated ability to work effectively within a team environment, displays a positive ‘Can Do’ attitude
Ability to maintain composure under pressure and in the face of frequently changing or competing demands
Leadership Outcome
Put enterprise thinking first, connect the role’s agenda to enterprise priorities and balance the needs of customers, partners, colleagues & shareholders.
Lead with an external perspective, challenge status quo and bring continuous innovation to our existing offerings
Demonstrate learning agility, make decisions quickly and with the highest level of integrity
Lead with a digital mindset and deliver the world’s best customer experiences every day
Preferred Qualifications
Passion for building customer loyalty through exceptional listening, consultative relationship building, resourcefulness and problem solving skills
Customer service and consultative sales environment experience preferred.
Passion for consultative sales, recommending products or solutions tailored to each customer.
Ability to adapt communication style to a wide variety of personalities and situations and take ownership and responsibility for each call, from beginning to end.
A natural inclination to take charge of all client contact and account management across multiple channels (phone, email, instant messenger etc.)
Ability to communicate with customers in a concise fashion, verbal and written
Exceptional verbal and written communication skills
Sharp negotiation skills to engage with diverse set of customers and stakeholders
Knowledge of customer service practices
Positive and service-oriented attitude
Ability to multitask, prioritize and manage time effectively
Willingness to work as part of a team.
Meticulous attention to detail
Minimum Qualifications
Strong written and communication skills to be able to converse effectively and naturally with our Card Members to deepen client relationships and drive satisfaction.
Resilience needed to efficiently manage a steady stream of customer calls, while balancing performance to meet a variety of metrics, and remain positive through change and stressful situations.
Ability to showcase humility and show care and appreciation through emotional acknowledgement of our customer queries/situations on each call.
Technical savvy to multi-task and navigate through multiple computer systems and applications, simultaneously, with speed and accuracy.
Integrity to manage sensitive Card Member information and adhere to all Regulatory and Compliance guidelines related to servicing and sales practices.
Driven to please by providing the ultimate experience for our Card Members on every interaction.
Timeliness and reliability
Technical Skills/Behavioral Capabilities
- Quick Navigation Ability, Web Savvy, Basic Troubleshooting Knowledge
- Utilizing skills, experience, and passion for customer service to help propel your team and its business partners to success.
Consistently deliver extraordinary service on a high volume of inbound/outbound calls in a fast-paced, structured, customer care environment with a keen focus on driving a Customer First mentality.
Consult with Card Members to understand their needs and tailor unique and personal solutions for them, while also reinforcing the benefits of card membership and acknowledging Card Member tenure
Add value for our customers through unexpected relevant recommendations of product offers/ benefit enrollments that deepen customer engagement and loyalty.
Utilize your “service oriented” personality to develop key selling skills to optimize and solidify the customer relationship by deepening their loyalty to our brand.
Address general and account-specific customer inquiries- statement inquiries, card replacement, make payments, rewards redemption, etc., and update customer account information.
Use tools and resources to identify custom solutions and anticipate customer needs, in our commitment to maintain a first point of contact resolution.
Meet and exceed performance goals that include, but are not limited to sales rates, quality goals, compliance regulations and productivity targets, & customer performance metrics
Enterprise Leadership Behaviors
- Set The Agenda: Define What Winning Looks Like, Put Enterprise Thinking First, Lead with an External Perspective.
- Bring Others With You: Build the Best Team, Seek & Provide Coaching Feedback, Make Collaboration Essential
- Do It The Right Way: Communicate Frequently, Candidly & Clearly, Make Decisions Quickly & Effectively, Live the Blue Box Values, Great Leadership Demands Courage
References
References available upon request.
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