Asha Nair
Summary
A seasoned customer services professional with over 10 years of experience who believes in delivering the highest degree of customer delight while focusing on strong internal processes and developing exceptional talent in the team.
Overview
15
15
years of professional experience
Work History
Lead Analyst – India Merchant Setups
American Express Banking Corporation
02.2014 - Current
- Expert knowledge of all Opt Blue partners
- Handling specifics of partner bank & aggregator projects
- Closely work with GMNS & partner bank in case set up and query resolution
- Handling escalations and priority merchant accounts
- Collaborate with CAPN team on suspense accounts and payment release
- Spearheading Internal Audits for the team
- Supporting Team Leader in inventory Management
- Maintain ECCO for the team and share new updates with the GKI team
- Facilitate training to peer group on process updates, vertical addition etc.
- Mentoring and onboarding new hires in the team
- Conduct end to end onboarding of merchants in the India market by verifying business & individual credentials in accordance with company’s compliance and regulatory standards.
- Review & Validate Know your Customer (KYC) documents based on the merchant’s legal entity type (e.g Proprietorship, Partnership, Private Limited etc)
- Perform credit worthiness assessment by analyzing merchant CIBIL scores and flag potential risks as per internal risk guidelines
- Execute third-party verifications, including GST registration status through the official GST Portal, PAN Verification & Aadhaar verification on respective govt portals.
- Collaborate with internal compliance and risk teams to ensure all merchant onboarding is compliant with RBI norms and company policies.
- Maintain accurate documentation and audit trails of the onboarding and verification process in internal systems.
- Training new hires on the onboarding process and helping in resolving their queries.
Office Assistant
National Informatics Center Services Inc.
01.2011 - 02.2014
- Analysis of Manpower requirement for NICSI projects
- Staffing allocation
- Managing Project documentation
- Prepare Project synopsis and closure reports
- Dealing with the Manpower Providers, Consultants and Users
Education
Master of Business Administration - Post Graduate Degree
ICFAI University
HyderabadBachelors of Business Administration - Graduate Degree
International Management Center
New DelhiDiploma in Computer Applications -
NIIT
New DelhiPMP training -
Big Bang Consultancy
MumbaiSkills
- Stakeholder Management
- Team Management
- Collaboration
- Communication
- Project Management
- Salesforce
- Green Screen
- Advanced Excel
- Training
- Griffin
Languages
English, Hindi
First Language
Accomplishments
- Successfully achieved 100% Quality score throughout the tenure of 10 years at American Express
- Awards won: CFN Heroes, Quality Champ, Star of the Month, Human handbook & many more
- Rewarded & recognized for successfully initiating the SBI Project for Wholesale Team
- Part of Merchant Hackathon, Case type mapping, APT Launch and GAMBIT projects
- Selected as a Trainer/Coach for new hire batch early on in career
Timeline
Lead Analyst – India Merchant Setups
American Express Banking Corporation
02.2014 - Current
Office Assistant
National Informatics Center Services Inc.
01.2011 - 02.2014
Master of Business Administration - Post Graduate Degree
ICFAI University
Bachelors of Business Administration - Graduate Degree
International Management Center
Diploma in Computer Applications -
NIIT
PMP training -
Big Bang Consultancy