Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic
Aradhana M Mark

Aradhana M Mark

BST Analyst

Summary

Experienced Lead Collections Specialist with a strong background in credit reporting. Skilled in efficiently resolving disputes through direct and indirect channels, ensuring customer satisfaction. Proficient in analyzing credit reports, identifying discrepancies, and utilizing strategic negotiation techniques for positive outcomes. Demonstrated leadership abilities, providing guidance and support to drive team productivity and meet organizational goals. Detail-oriented individual with exceptional communication and project management skills. Proven track record of effectively handling multiple tasks in fast-paced environments. Recognized for a proactive approach to identifying and addressing issues, focusing on optimizing processes and supporting team objectives. Quality-focused professional prepared for any role. Known for delivering impactful results through keen analytical skills, strong attention to detail, and a deep understanding of quality control processes. Proven ability to collaborate effectively within teams and adapt to changing requirements. Skilled in identifying and resolving issues, ensuring compliance, and driving continuous improvement initiatives.

Overview

7
7
years of professional experience
9
9
years of post-secondary education

Work History

Travel Counselor/BST Analyst

American Express
02.2022 - Current
  • Conduct test to ensure Customer Care Professionals and American Express is in compliance with TLS and federal Regulations for International/Global markets within required timelines - Tests may include monitoring calls / chats/ Email transactions, and other communications
  • Conduct test on various business tests designed for Travel and Lifestyle Services Responsible for capturing test results into a system for reporting and review by Travel and Lifestyle Services
  • Utilize NICE and other call recording systems to manually identify and locate calls for testing
  • Also helping the team members with any sort of process doubts that they might have
  • I have been cross trained on a 3rd work type within this process on which not all the team members are trained
  • Worked for the Australian and New Zealand market for GMNS

Mentor

American Express
01.2019 - Current
  • Provide support and counsel the joinees to enhance their work quality and performance
  • Clear process related queries and doubts

Lead Collections Specialist

American Express
06.2018 - Current
  • Responding to credit reporting related disputes and inquiries via CLIC, E-Oscar and green screens
  • Maintaining quality with efficiency

Job Content Coach (Auxiliary Role)

American Express
05.2021 - 09.2021
  • Provide process training to new hires
  • Coach, support & counsel the learners through the OJT period
  • Creating, maintaining & updating the reports related to Training & OJT

Education

PostGraduation -

DU
01.2016 - 12.2018

BA - Honors

JMC
01.2012 - 12.2015

A1 level - French language course

Alliance Francaise
01.2015 - 12.2016

Skills

  • Thorough Knowledge of Compliance
  • Adherence
  • Excellent Knowledge of Consumer Insights
  • Excellence in Research Analysis
  • Outstanding Writing and Translating Skills
  • Compliance Management
  • Compliance With Company Guidelines

Accomplishments

  • Blue Award Rewards
  • Star Performer
  • Monthly Contest Rewards
  • Centurion Top of the Stack
  • Zero Defect
  • Participated in Speaker's Corner Session
  • Part of CEAT Team

Timeline

Travel Counselor/BST Analyst

American Express
02.2022 - Current

Job Content Coach (Auxiliary Role)

American Express
05.2021 - 09.2021

Mentor

American Express
01.2019 - Current

Lead Collections Specialist

American Express
06.2018 - Current

PostGraduation -

DU
01.2016 - 12.2018

A1 level - French language course

Alliance Francaise
01.2015 - 12.2016

BA - Honors

JMC
01.2012 - 12.2015
Aradhana M MarkBST Analyst