Ashwini Shivalingaswamy
Bengaluru
Summary
Proactive professional with a strong background in client management and strategic planning, demonstrated through a successful tenure at American Express India Pvt Ltd. Achieved a perfect 10/10 client satisfaction score while excelling in operations management and problem-solving. Proven ability to enhance program performance and productivity through effective leadership and collaboration. Experienced in managing multiple tasks and delivering projects on time, with a focus on driving efficiency.
Overview
21
21
years of professional experience
Work History
Relationship Lead Outsourced Program Administrator
American Express India Pvt Ltd
Bengaluru
07.2020 - Current
- Manage the Corporate Card Program for the client - T&E, BTA, CMC, CPC, and VPAY across EMEA, APAC, and the USA.
- Centralized point of contact for new applications, urgent card requests and reinstatements, card cancellations, employee data reviews, PA access management, reporting, credit limit updates, BCA setup, and suspend/unsuspend cards.
- Maintenance of the Client Intranet SharePoint site and regional reference documents.
- Provide exceptional service and support to clients, regional PAs, and Program Owners.
- Delinquency management and credit loss reduction.
- Expertise in systems such as @work, GSPC, G-GREG, Globe Star, CAS, MYSU, COCAS, and CLIC.
- Escalation support for cardmember queries, client management team.
- Provide administrative support and consultations in partnership with an account manager.
- Identified opportunities to streamline processes, and improve office operations and efficiency.
- Organized and updated databases, records, and cleanup activities.
- Communicated regularly with stakeholders, updating them on progress to build support for the program.
- Mentor junior staff members by sharing knowledge and insights gained through years of experience in the field.
- Improved customer satisfaction scores through the application of superior conflict resolution and problem-solving skills.
- Projects: IEC market expansion; Project Flamingo; Splendid - spend leakage; OPApedia - create and manage the SharePoint site for the GLOBAL OPA team; Client Entity Split - implementation and onboarding support; delinquency management; GAFC migration; legal entity refresher.
- Accomplishments: Best Customer Centricity - 2024, 10/10 score from the client in OPA surveys, remarkable number of appreciations from the client and internal stakeholders, sizable Blue rewards from the CLM/Leadership team.
Outsourced Program Manager
American Express India Pvt Ltd
Bengaluru
02.2020 - 07.2020
- Same as a above
Sr BTA Analyst-Credit & Collections
American Express India Pvt Ltd
Bengaluru
03.2019 - 01.2020
- Achieved zero aging for all BTA cards, managing delinquencies with precision.
- Reduced dispute percentage from 36% to 11% within eight months.
- Reconciled BTA accounts efficiently, enhancing financial accuracy.
- Initiated and monitored payment allocation on BTA cards, ensuring timely processing.
- Distributed daily/weekly MIS data on rejected and unbilled transactions.
- Centralized client query management, improving response times and satisfaction.
- Collaborated with departments and travel companies to optimize operations.
- Instituted rigorous quality checks, significantly minimizing data entry errors.
Subject Matter Expert/Master CCP/Auxiliary Trainer
American Express Banking Corp.
Bengaluru
08.2006 - 11.2014
- Handled inbound calls regarding credit cards, loans, and banking accounts.
- Identified, researched, and resolved customer issues with consistent follow-up until resolution.
- Cascaded procedural updates to the team and ensured adherence to those protocols.
- Served as single point of contact for product-related queries, escalations, and account reconciliation.
- Monitored compliance with standard operating procedures within the team.
- Shared best practices to enhance quality and productivity scores across the team.
- Upsold products and services to increase revenue opportunities.
- Trained seven new customer care representatives, facilitating their transition to permanent roles.
- Additional Responsibilities:
- Successfully trained seven CCPs, facilitating their transition to permanent positions.
Analyzed team performance data in relation to KPIs and overall objectives.
Closely monitored metrics including CHT, hold time, AUX, and quality scores for improvement insights.
Coached trainees effectively while providing motivation and recognition continuously.
Up-skilled team members by simplifying new processes related to PEGASUS.
Updated product information on INFOLINE and INFONET regularly for accuracy.
Conducted call audits and managed floor supervision while addressing escalations.
Handled dispute cases through meticulous tagging, accuracy verification, and follow-up until resolution was achieved. - Accomplishments:
- CSI Service Excellence Award in customer service, 2008;
- CSI Outstanding Achievement Award in customer service, 2009;
- Achiever of the Quarter for Q1-2009.
Customer Service Representative
Mphasis
Bengaluru
09.2005 - 06.2006
- Handling customer queries related to information on products, plans, and services.
- Ensuring 100% courtesy and accuracy.
- Provide on-the-job training for new employees.
- Handling the floor in the absence of the team leader.
- Helping the junior employees in handling difficult calls.
- Briefing them on the new offers and services.
Customer Service Representative
Aegis
Bengaluru
02.2005 - 09.2005
- Resolved customer inquiries regarding product details, plans, and services with 100% accuracy and courtesy.
Education
Bachelor of Commerce - Financial Accounting
Bangalore University
Bengaluru, India05.2004
PUC - Commerce
Pre-university
Bengaluru, India05.2001
SSLC - 10th Std
Carmel High School
Bengaluru, India05.1999
Skills
- Strategic planning
- Client management
- Customer delight
- Administration
- Teamwork and collaboration
- Problem-solving abilities
- Document management
- Effective communication
- Corporate card management
- Delinquency management
- SharePoint maintenance
- Customer relationship management
Software
- Tally, MS Office Suite, digital marketing, CRM, SharePoint, Power BI
Timeline
Relationship Lead Outsourced Program Administrator
American Express India Pvt Ltd
07.2020 - Current
Outsourced Program Manager
American Express India Pvt Ltd
02.2020 - 07.2020
Sr BTA Analyst-Credit & Collections
American Express India Pvt Ltd
03.2019 - 01.2020
Subject Matter Expert/Master CCP/Auxiliary Trainer
American Express Banking Corp.
08.2006 - 11.2014
Customer Service Representative
Mphasis
09.2005 - 06.2006
Customer Service Representative
Aegis
02.2005 - 09.2005
Bachelor of Commerce - Financial Accounting
Bangalore University
PUC - Commerce
Pre-university
SSLC - 10th Std
Carmel High School
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