DVEY JAIN
Lead Business Systems Analyst
New Delhi
Summary
A Business Enhancement & Communications enthusiast with over 11 years of experience in Customer Service, Client-Vendor management, People Leadership & Business Systems Analytical roles. Determined leader with a vision for cultivating a culture of progress, leveraging sustainable solutions to develop long lasting value-based relationships in order to strive for a collective business success.
Overview
12
12
years of professional experience
Work History
Lead Business Systems Analyst
American Express
Gurgaon
07.2016 - 03.2021
- Leads OSS Team's day to day operation to help strengthen Global New Accounts (GNA) Business Continuity & rectify issues pertaining to Application Life Cycle. Markets Supported- US, Canada & Mexico.
- Manages stakeholders across different market regions (US, Canada & Mexico) to maintain the highest standards of productivity for the Client E.g Leads Executive & Quarterly Business Reviews (EBR’s & QBR’s) with key Stakeholders for Expansions, Risk Mitigation, System enhancements & Implementations for a proactive & seamless experience, impacting ~24% spike in services rendered for FY 2020 & an ~11% increase in the Annual business revenue YoY.
- Mentor’s a team of business analysts (Band 30’s) to achieve continued success on daily productivity, successful delivery of key projects e.g Performing anonymous Voice of Customers (VOC’s) surveys for the vertical thereby identifying & resolving those key concerns which directly influence the End User, leads Major Incident Management (MIM’s) & Service Now requests etc Which lead to a whopping ~19% up-trend in Customer Experience 2nd half, FY 2020.
- Suggests critical process improvements which prove pivotal from a Customer Success point of view e.g Restructuring the Pager Handling Process for the vertical to ensure a better Outage Reporting System & thereby collaboration over effective coordination & enhanced business continuity structure.
- Leads the End to End Performance Enrichment Program (PEP) internship for the vertical, setting up assessments, co-hiring & training interns & full time resources (fellow Band 30’s) from 2018- 2020.
- Builds strong yet meaningful business relationships with Clients, spearheading the meetings with priority on effective communications & exceptional customer experience at regular intervals to maintain the highest standards of productivity ensuring enhanced performance levels, conflict resolution & reduction in service impairments etc even amidst travel restrictions (WFH / Remote) via Webex & Zoom calls.
Lead Analyst - GNA
American Express
Gurgaon
05.2014 - 07.2016
- Expands GNA’s (Global New Accounts) training reservoir by Coaching CCP’s, identifying resolutions for processing defects & creating performance reports to enhance productivity. Markets supported - US
- Collaborates with experts from Different LOB’s of GNA to share best practices in a cross-functional environment, upskill one another & to create action plans over forecasted hurdles through leadership meetings & power hours impacting a ~6 % quarterly increase in First call resolution (FCR).
- Mentor’s & trains the interns for GNA in specialized skills, promotes the firm's ethics & values via presentation’s & coaching sessions to solidify belief in the brand & elevate performance expertise over quarterly batches during FY 2015.
Master Analyst - GNA
American Express
Gurgaon
04.2012 - 05.2014
- Displays stellar performances for GNA (Global New Accounts) as a front end resource & gets upskilled to all 5 verticals to become a universal resource. Markets supported - US
- Ranks amongst the top performers for GNA showcasing top tier results in NPS (Net Promoter Score) thereby getting upskilled to various LOB’s e.g Balance Transfers, Limit Increase, Fraud, Media, Error Correct.
Customer Service Team Lead
Wipro
07.2009 - 03.2012
- Leads a team of 10-12 people ensuring a month on month improvement on relevant KPI's & establishing a progressive work environment.
- Champions knowledge base across 3 different LOB’s of the firm and thereafter supervises over team Handling responsibilities
- Demonstrates expertise in markets like US, UK & GAR (Greater Asia Region) serving different LOBs for the firm i.e Verizon, Kodak & AOL.
Education
Digital Product System (Click To Learn Courses)
Project Next
U.S. (Online)Bachelor of Commerce - Finance
Delhi University
Retail Management (Business Operations)
Delhi Institute of Training & Education
Skills
Communication
Additional Information
COMPETENCIES
COMPETENCIES
Operations Management | Team leadership | Customer Success Manager (CSM) | Strategy Planning | Business Liaison | Change Management | Process Improvement | Business Analytics | Client Relationship Management.
Timeline
Lead Business Systems Analyst
American Express
07.2016 - 03.2021
Lead Analyst - GNA
American Express
05.2014 - 07.2016
Master Analyst - GNA
American Express
04.2012 - 05.2014
Customer Service Team Lead
Wipro
07.2009 - 03.2012
Digital Product System (Click To Learn Courses)
Project Next
Bachelor of Commerce - Finance
Delhi University
Retail Management (Business Operations)
Delhi Institute of Training & Education
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