Jayesh Sudan
Gurugram
Summary
Dynamic operations coach with a proven track record at American Express India, specializing in program management and client retention. Demonstrated expertise in training and mentoring teams, enhancing customer relationships, and driving strategic account management. Notable achievements include the implementation of effective fraud prevention policies and quality assurance measures that foster client loyalty through innovative solutions. Committed to leveraging skills to further enhance operational excellence and client satisfaction.
Overview
10
10
years of professional experience
Work History
Operations Support (Rewards Program) Coach
American Express India Pvt Ltd
Gurugram
08.2018 - Current
- Managed operations for Rewards program.
- Organized workshops to introduce program guidelines to incoming team members.
- Managed key account relationships to ensure client satisfaction and retention.
- Trained and mentored team members on best practices in account management.
- Coordinated interactions among participants and external stakeholders.
- Coordinated resources across departments to ensure program success.
Process Specialist (Account Protection)
Barclays Shared Services Pvt. Ltd.
Noida
04.2016 - 08.2018
- Utilized telephone communication to manage customer relations and detect fraud.
- Analyzed transactions to identify potential fraudulent activities and patterns.
- Managed live escalations effectively.
- Ensured seamless onboarding of new team members.
- Reviewed and updated fraud prevention policies based on emerging trends.
- Investigated suspicious transactions, identified potential fraud patterns, and reported findings to the management team.
Business Development Manager
Essential Décor LLC.
Dubai
07.2015 - 12.2015
- Executed direct sales strategies targeting key accounts in business development.
- Managed site workflows and project timelines effectively.
- Enhanced client loyalty through strategic relationship management.
- Conducted market research to identify emerging trends and customer needs.
Education
Bachelor of International Hospitality & Business Management -
Kurukshetra University
Kurukshetra, IndiaKurukshetra, India
Skills
- Program management
- Client retention
- Customer relationship management
- Strategic account management
- Training facilitation
- Coaching techniques
- Quality assurance
Languages
English
First Language
Hindi
Proficient (C2)
C2
Punjabi
Intermediate (B1)
B1
Timeline
Operations Support (Rewards Program) Coach
American Express India Pvt Ltd
08.2018 - Current
Process Specialist (Account Protection)
Barclays Shared Services Pvt. Ltd.
04.2016 - 08.2018
Business Development Manager
Essential Décor LLC.
07.2015 - 12.2015
Bachelor of International Hospitality & Business Management -
Kurukshetra University