Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Timeline
BusinessAnalyst
Hitarth Tanwani

Hitarth Tanwani

Service Industry
Haryana

Summary

I am a dedicated, organised and Methodical individual. I have good interpersonal skills, I am an excellent team worker and keen and very willing to learn and develop new skills. I am reliable and dependable and often seek responsibility with a wide range of employment areas

Overview

11
11
years of professional experience
6
6
Certifications

Work History

Disputes Analyst Lead

American Express
India
01.2024 - Current
  • Analyzed creditworthiness of loan applicants and determined credit risk of loan requests.
  • Used sound judgment and available resources to make well-informed decisions for case approval or denial.
  • Kept up to date on industry information, system changes, network rules and compliance issues.
  • Reduced operational costs for the department by optimizing resource allocation and prioritizing high-impact disputes.

Retention Specialist

American Express
India
07.2017 - 12.2021
  • Reduced churn rates by identifying at-risk customers and crafting personalized retention plans.
  • Coordinated implementation of people-related services, policies and programs through departmental staff.
  • Conducted regular account reviews, addressing concerns and presenting solutions to retain customers.
  • Gathered feedback from departing customers to identify areas for improvement in products or services offered.

Operations Supervisor

American Express
India
05.2016 - 06.2017
  • Interceded between employees during arguments and diffused tense situations.
  • Implemented project management techniques to overcome obstacles and increase team productivity.
  • Developed internal requirements and standards to minimize regulatory risks and liability across programs.
  • Collected customer feedback and made business adjustments to improve retention and satisfaction.

Senior Customer Service Executive

American Express
India
05.2014 - 04.2016
  • Managed escalated customer issues with diplomacy and professionalism, often turning challenging situations into positive outcomes.
  • Employed comprehensive benchmarks to establish and monitor customer service standards.
  • Delivered prompt service to prioritize customer needs.
  • Implemented quality assurance initiatives that resulted in decreased error rates across all channels of communication.

Customer Service Representative

I-Energizer
India
06.2013 - 05.2014
  • Resolved associate, tool and service delivery issues revealed by statistical reports.
  • Responded proactively and positively to rapid change.
  • Enhanced productivity levels by anticipating needs and delivering outstanding support.
  • Provided coaching and mentoring to new hires, contributing to their successful integration into the team.

Education

Bachelor of Commerce

IGNOU
Lucknow

Skills

Dispute Mediation

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Accomplishments

  • Been a part of Win back the customer
  • Have worked with collection, Marketing at the time of cov-19
  • Have worked on various project

Certification

Project Management foundation

Timeline

Project Leadership

03-2024

Conflict Resolution Foundation

03-2024

Be the Manager People won’t Leave

03-2024

Project Management foundation

02-2024

Excel Essential Training

02-2024

Customer Service Leadership

02-2024

Disputes Analyst Lead

American Express
01.2024 - Current

Retention Specialist

American Express
07.2017 - 12.2021

Operations Supervisor

American Express
05.2016 - 06.2017

Senior Customer Service Executive

American Express
05.2014 - 04.2016

Customer Service Representative

I-Energizer
06.2013 - 05.2014

Bachelor of Commerce

IGNOU

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Hitarth TanwaniService Industry