Hema Manik
New Delhi,Delhi
Summary
Proven Master Analyst at American Express, adept in strategic planning and compliance analysis, enhanced cross-functional team efficiency through process improvements. Excelled in customer service at Wipro Ltd., fostering strong client relationships with a growth mindset. Skilled in documentation, risk analysis, and leadership, consistently delivering results beyond expectations.
Seeking a dynamic environment to apply my analytical expertise, my training, and skills to contribute to a forward-thinking organization while making a significant contribution and gradually foster mutual success.
Overview
5
5
years of professional experience
Work History
Master Analyst
American Express
03.2022 - 12.2023
- Collaborated with cross-functional teams to identify opportunities for process improvement and increased efficiency.
- Improved internal knowledge sharing by developing comprehensive documentation outlining standard operating procedures for various tasks.
- Provided reporting for forecast analysis and ad-hoc reporting in support of decision-making.
- Backend profile/ US process/Verification expert/ outbound calls
- Compliance verification
Customer Service Associate
Wipro Ltd.
07.2018 - 06.2019
- Voice support in HR Operations for Health and Benefits department (US process), (Inbound and Outbound calls)
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Handled customer complaints professionally, resulting in satisfactory outcomes and positive feedback.
- Maintained a high level of process knowledge, providing accurate information to customers.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Developed strong relationships with clients through attentive listening and empathetic understanding of their needs.
- Trained new associates in company policies and procedures, fostering a supportive work environment.
Education
Bachelor of Science - Physics Chemistry Mathematics
Khalsa College For Women, Ludhiana
Punjab07.2009
Skills
- Entrepreneurial and design thinking
- Team Collaboration and Leadership
- Documentation And Reporting
- Information Gathering
- Risk Analysis
- Compliance Analysis
- Strategic Planning
- Organizational Skills
- Psycho social Intelligence and relationship and relationship management
- Root cause analysis and creative problem solving
Languages
English
Advanced (C1)
Hindi
Bilingual or Proficient (C2)
Punjabi
Bilingual or Proficient (C2)
Garhwali
Upper intermediate (B2)
Technical Skills
- Google suite
- MS office
- Data Analysis
- Video editing
- Social Media
Interests
Solo Travelling and travel itinerary
Amateur Photographer
Music
Gardening and Plant science
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Master Analyst
American Express
03.2022 - 12.2023
Customer Service Associate
Wipro Ltd.
07.2018 - 06.2019
Bachelor of Science - Physics Chemistry Mathematics
Khalsa College For Women, Ludhiana
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