KALYANI JHA
Master New Account Protection Analyst
Gurgaon,HR
Summary
Driven by a results-focused approach, I excelled at American Express India Pvt Ltd, enhancing customer satisfaction through meticulous risk management and process optimization. My empathy, exceptional communication skills and expertise in Microsoft Excel for data management led to significant cross-functional project successes, demonstrating my ability to multitask and adapt with agility. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. I demonstrate strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments. Eager to contribute to team success and further develop professional skills by bringing positive attitude and commitment to continuous learning and growth.
Overview
5
5
years of professional experience
Work History
Mater New Accounts Analyst
American Express India Pvt Ltd
04.2022 - Current
- Processing card applications for US card members and prospects in a timely and comprehensive manner to ensure customer satisfaction.
- Ensuring 'error-free' processing of card applications by performing risk management using internal tools for fraud prevention and delivering metrics to employees, customers, and shareholders, as per the goal.
- Highlighting issues through feedback and recommend changes in workflows, procedures, and service levels to meet customer needs and to ensure quality service at all times.
- Adherence to quality and compliance guidelines.
- Supporting all new initiatives in the New Accounts area.
- Effective and efficient call handling, balancing customer interests with the interests of the organization.
- Gathering relevant information from customers as required and update it accurately to facilitate the decision-making process.
- Participated in cross-functional projects aimed at improving overall business performance from a financial perspective and providing a hassle-free experience to our clients.
- Member of colleague engagement activities, managing activities and events within team and across teams within the process for better colleague experience and managing team's data for publishing compliments, birthdays, anniversaries, and flyers on different occasions.
Machine Learning Data Associate I
Amazon India Pvt Ltd
03.2021 - 04.2022
- Supported data-driven decision making by providing accurate and timely reports to management.
- Collaborated with cross-functional teams to ensure data consistency and quality across multiple platforms.
- Worked closely with Amazon Machine Learning (ML) Science and modeling teams, providing the critical data with a range of text, speech, and other types of data they need to improve Alexa's speech recognition and language understanding capabilities and for Amazon Go pick and go stores.
- Managed complex projects involving multiple stakeholders, ensuring timely delivery of high-quality data products.
Customer Service Subject Matter Expert
Amazon India Pvt Ltd
07.2020 - 03.2021
- Analyzed customer feedback data to identify trends and opportunities for process improvement initiatives.
- Worked closely with training team and mentored new hires , providing guidance on best practices, company policies, and exceptional customer service techniques.
- Actively participated in interdepartmental meetings, representing the voice of the customer service function while collaborating with other departments on strategic initiatives.
- Increased first-contact resolution rates through proactive problem-solving and clear communication strategies.
Customer Service Representative
Amazon India Pvt Ltd
09.2019 - 06.2020
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
- Have been awarded for best Customer Compliments Awards, lowest AHT award, and lowest RTF award.
Education
Bachelor of Science - Zoology
04.2001 -
Senior Secondary -
04.2001 -
10th | CBSE Board -
04.2001 -
Skills
Active Listening
Languages
English
Bilingual or Proficient (C2)
Hindi
Bilingual or Proficient (C2)
Maithili
Bilingual or Proficient (C2)
Hobbies
Travel enthusiast who loves to travel solo.
Meeting new people and making friends.
Listening to music
Binge watching series
Spending time with my pet
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