Deepali
Outsourced Program Manager
Noida
Summary
Highly driven professional with over 7 years of experience in client services, sales, and project management, with a key focus on account management and client retention. Skilled in strategically managing pivotal relationships with key stakeholders to deliver targets and enhance the customer experience. Acknowledged for proactive mindset, taking personal accountability, and commitment to continuous growth. Known for attention to detail and lauded for notable problem-solving capabilities and outstanding communication skills.
Overview
8
8
years of professional experience
3
3
years of post-secondary education
Work History
Outsourced Program Manager
American Express
03.2020 - Current
- Effectively managing the corporate card program for a leading Global Investment Bank - Macquarie Group, driving notable improvements in program performance through strategic analysis and expansion initiatives to boost charge volume across APAC & EMEA regions.
- Strategically cultivating & maintaining relationships with key internal & external stakeholders through continuous engagement, effective collaboration and addressing the pain points.
- Led projects to optimize program efficiency by spearheading initiatives such as digital adoption, promotion of self-service solutions, compliance with regulatory requirements, enhancement of payment efficiencies, and effective delinquency management through strategic consultation.
- Supporting my Global Account Manager in enhancing customer experience by effectively resolving program issues, and demonstrating proficiency in handling complex client queries.
- Participated & presented in Global account reviews consulting clients on program gaps by proficiently identifying their needs and collaboratively curating solutions to deliver enhanced value.
Analyst (Centre of Excellence)
American Express
07.2019 - 03.2020
- Managed quality monitoring for a global team, elevating both customer satisfaction and internal stakeholder experience.
- Executed process excellence initiatives to foster a customer-centric environment and fostered a culture of continuous improvement.
Customer Care Professional
American Express
10.2017 - 07.2019
- Served as a primary contact point for global corporate clients, expertly managing key accounts and ensuring operational issues were promptly resolved.
- Demonstrated advanced problem-solving skills as an escalation point, ensuring consistent, high-quality customer experiences.
Project Manager
RnF Technologies
07.2016 - 09.2017
- Managed a portfolio of 20+ North American clients for their web development & digital marketing projects.
- Consistently met monthly targets through client retention and showcased sales efforts through renewals & cross-selling by identifying clients' needs & matching them with existing digital solutions.
- Strengthened customer's trust in the brand by offering exceptional post-sales support, ensuring swift resolution of client issues, and elevating the overall customer experience.
Education
Bachelor of Science - Biochemistry
Sri Venkateshwara College
Delhi, India 06.2013 - 07.2016
Class XII, CBSE Board -
Mahavir Senior Model School
Delhi, IndiaSkills
Team Player
Personal Accountability
Interpersonal Skills
Communication Skills
Adaptive & open to feedback
Quick learner & self-starter attitude
Hobbies
- Travelling the world.
- Reading Books.
- Learning to play instrument Ukulele.
Timeline
Outsourced Program Manager
American Express
03.2020 - Current
Analyst (Centre of Excellence)
American Express
07.2019 - 03.2020
Customer Care Professional
American Express
10.2017 - 07.2019
Project Manager
RnF Technologies
07.2016 - 09.2017
Bachelor of Science - Biochemistry
Sri Venkateshwara College
06.2013 - 07.2016
Class XII, CBSE Board -
Mahavir Senior Model School