Asha Chaudhary
New Delhi
Summary
Experienced in collections at American Express, adept at reducing delinquency rates and maximizing efficiency while ensuring regulatory compliance. Skilled team coach, fostering collaboration and driving performance improvements. Accomplished project management analyst with expertise in stakeholder management, delivering successful projects through effective planning and risk management skills with in strict timelines.
Overview
10
10
years of professional experience
Work History
Operations Support (US Collections-GBI)
American Express India Pvt. Ltd.
01.2020 - Current
- Change Management Business Analyst Jan 2020-Till date
- USCC GBI (Global Business Integration), Change Management team that supports multiple regulatory and non-regulatory processes and initiatives within the US Credit and Global Collections space
- Own the existing Change Management Ops and Governance processes around Written Communications, CHC Updates and ID Management with stringent deadlines
- Responsible to lead end-to-end multiple projects of individual processes concurrently and adhere to SLAs
- Strong focus on audit and adherence to compliance for the processes by driving initiatives, processes & projects to ensure that internal teams and all agencies adhere to American Express policies and regulatory requirements and are always audit ready
- Effective collaboration with key stakeholders- portfolio managers / agencies, PMO (Project Management Officer), Compliance, Legal, and the agency staff at all levels to identify opportunities/root cause, deliver and monitor solutions to improve overall performance and minimize risk by info gathering/ reviewing ideas, , preparing updates for approvals and leading implementation and transformation
- Create Management Reports, Business presentations, Communications & support any tasks as assigned
- Partnered with Outside Agencies of American Express and governing their change management process such as change in Demand letter, Change in Serving letters, Emails, SMS etc
- Working efficiently in creating Letter Keys and providing the implementation of the CMR on time and be audit ready
- Auditing affidavits for all US Legal Outside agencies where we quality check the accuracy of the affidavits to ensure that business is audit ready (such as PRSA, IAG etc.…) always
- Canada market written communication & project governance
- User Acceptance Testing (UAT) & Post Implementation Validation (PIV) of JSON migration files for 1st Party written communications.
CRST Specialist
American Express India Pvt. Ltd.
03.2017 - 01.2020
- Handle and resolve requests received on bankrupt/deceased/rejects portfolios by detailed investigation and contacting the partners to update Card member information
- Investigate and resolve Card member account status within timelines
- Provide and update information to the Partners like Beckett and Lee, outside agencies
- Provide support to internal departments i.e
- Collections team, Dead Reserve, Bankruptcy, Risk Management, Compliance, etc.
Team Coach
American Express India Pvt. Ltd.
04.2015 - 03.2017
- Coached and trained new hires with processes and product queries as a Subject Matter Expert on products, policies, procedures, and regulations
- Perform weekly call audits and provides feedback
- Strategize with the team and manager during business review
- Managing day to day functions of the team & assists escalation calls
- Coaching of Collection Practices and offering care followed in American Express for active & cancel accounts
- Live call audits and feedback to get the maximum results
- Following different strategies of coaching by guiding and developing team members for the maximum outcome.
- My skills include fostering a positive team culture, promoting collaboration, and driving performance improvement
Team Member Credit & Collect
American express
Gurgaon
01.2014 - 04.2015
- Ensure maximum recovery on accounts through inbound/ outbound telephone contact in a timely and comprehensive manner to ensure customer satisfaction with Inbound and Outbound calling.
- Grow and nurture customer relationships on every interaction that results in measurable Customer value.
- Document necessary account information and offer custom solutions that benefit the customer
- Balance customer interests with the interests of American Express
- The portfolio consists of both cancelled relationships and high-risk customers.
- Expertise in in managing accounts receivable, reducing delinquency rates, and maximizing collections efficiency.
- Adhered to regulatory compliance standards and maintain high levels of customer satisfaction.
Education
Commerce/CBSE Board - 12TH
Navyug School
New DelhiAssociate of Arts - Fine Arts
NavyugPeriyar University
Teacher Training Course -
Sivananda Yoga
Skills
- MS Excel
- Power Point presentations
- Stakeholder Management
- Strong Communication skills
- Workload prioritization
- SharePoint
- Leadership and Change Management
- Teamwork and Collaboration
- Adaptability and Flexibility
- Task Prioritization
Accomplishments
- Received award for top performer for Financial Relief Program for the year 2015.
- Managed employee engagement program from 2017-2020.
- Received award for leading affidavit audit process in the month of Nov 2019.
- Received Extra Miller award for the month of Sept 2019.
- Received award for 4rth party templates transition phase by taking accountability and reducing operational risk Sept
2021. - Received award for JSON 1 st party Communications project -UAT & PIV in Aug 2023.
- Received award for Oasis Project completion with stringent timelines in April 2024.
Timeline
Operations Support (US Collections-GBI)
American Express India Pvt. Ltd.
01.2020 - Current
CRST Specialist
American Express India Pvt. Ltd.
03.2017 - 01.2020
Team Coach
American Express India Pvt. Ltd.
04.2015 - 03.2017
Team Member Credit & Collect
American express
01.2014 - 04.2015
Commerce/CBSE Board - 12TH
Navyug School
Associate of Arts - Fine Arts
NavyugPeriyar University
Teacher Training Course -
Sivananda Yoga
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