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
LucknowSkills
Dispute Mediation
Policy Interpretation
Critical Evaluation
Self Motivation
Escalation Management
Training & Mentoring
Credit & Collection
Relationship Management
Strong Communication
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