KRITIKA THAKUR
Delhi
Summary
Proven track record in delivering quality outcomes through effective leadership and team motivation. Strong communication skills and attention to detail drive high levels of customer satisfaction. Dedicated professional focused on understanding client requirements and providing exceptional service. Strong background in client engagement and cross-functional collaboration. Drives business success by leveraging analytical skills to identify market opportunities and enhance service delivery.
Overview
14
14
years of professional experience
Work History
Account Development Representative
American Express Global Business Travel
04.2025 - Current
- Built and maintained strong client relationships through effective communication and prompt issue resolution.
- Collaborated with various departments to fulfil client requirements efficiently.
- Handled PRDS-related tasks, including the uploading of client contracts.
- Identified market opportunities for new and enhanced products and services.
- Resolved client concerns swiftly, enhancing retention rates through exceptional customer service.
- Managed client reporting and created dashboards for monthly scorecards and ad hoc reports.
- Audited client data to prevent discrepancies and ensure data accuracy.
- Coordinated with internal teams to escalate and resolve client issues effectively.
- Assisted clients in resolving login issues across different tools and platforms such NEO and Insights.
Dedicated MI Analyst
American Express Global Business Travel
08.2023 - 04.2025
- Oversaw a wide range of MI-related tasks, including supporting and maintaining reporting tools, resolving issues, and offering consultations.
- Provided effective recommendations on the client's report requirements and needs.
- Coordinated production of business reviews, presentations, reports, and scorecards.
- Collaborated with account managers to prepare for monthly meetings and reviews, addressing client needs.
- Managed global data initiatives.
- Collaborated with clients and American Express Global Business Travel teams to ensure effective reporting solutions, and efficient global mapping.
- Ensured consistency in global reporting by maintaining client setup in the GBT MI database.
- Streamlined data collection processes, significantly reducing errors and improving data quality.
- Achieved seamless transfer of information to action teams by thoroughly documenting all client needs.
- Engaged proactively in client calls, contributing thoughts for process refinements, and providing consistent assistance to ensure on-time delivery by the team.
- Managed cross-functional teams to deliver project outcomes within agreed timelines.
Dedicated Account Representative (DAR)
American Express Global Business Travel
11.2021 - 08.2023
- Assisted in the day-to-day operations for Client Management leaders and Dedicated Customer contacts.
- Collaborated with Client & Technical teams to gather requirements and analyze scope.
- Provided client support for MI-related special projects, day-to-day requests, and program management reporting.
- Provide MI-related queries and issues support, including CAP/AIM, DK, Insights, PET and other KPI support, updates, or escalation support.
- Provide general assistance for monthly reporting packages and ad hoc data required by contract.
- Enhanced efficiency in managing client data, scorecards, spend analysis dashboards, and reporting hierarchy.
- Handling critical issues for multiple clients and providing resolution on the issues by going on calls and sharing updates within the timelines.
- Provided comprehensive training on MI and reporting to a diverse group of 18 individuals, overseeing their access creation during the AYS Refresh program.
Product Analyst
American Express Global Business Travel
05.2020 - 11.2021
- Deliver daily, weekly, monthly, and quarterly Excel reports as part of scheduled recurring reports.
- Working on a daily basis for the adhoc report requests and managing the client data.
- Provide business thought leadership for Insights and CAP Tools, part of MI.
- Trained a group of people for new process named AYSS India team on all the MI Products as well as reporting tool.
- Added additional skill on OBT tool Concur to enhance my skills.
MI Analyst
American Express Global Business Travel
07.2017 - 05.2020
- Calibrated with Client Managers on weekly / monthly calls and addressed all client issues raised.
- Manage and maintain global MI Data for CAP, DK, Client ID Setup, Insights, GBT Mobile App.
- To analyse data anomalies in data flow and work towards rectifying the root cause.
- Analyzed and generated valuable insights from data
- Building and creating efficiencies in the process for producing data analytics.
- Run reports, correct file errors, normalise data and find corrective measures to resolve data gaps.
- Produce client reports & deliverable in an accurate and timely fashion meting internal/external.
- Successfully instructed numerous MI groups on a wide range of products, ensuring smooth on-the-job training and ongoing guidance throughout their transition into the production team.
- Also was participated in product calls with regards to the GBT Mobile App issues
- In 2019, I was promoted to Specialist in MI for the GBT Mobile app and Insights within the group.
Credit Analyst
American Express
09.2014 - 06.2016
- Maintaining performance reports for the team and new joiners; guiding them to pull up their performance across all the metrics.
- Maintaining Schedule Adherence report for the team.
- Sending ACW and CPPH reports to the team to keep a track on their productivity.
Snr.CCE
Fab Furnish.com
09.2012 - 01.2014
- Maintaining singular focus on ensuring and improving customer satisfaction by identifying broader customer impacting issues and implementing solutions to drive quality and productivity while achieving real time desired service levels.
- Preparing product/service reports by collecting and analysing customer information.
- Resolving product/service problems by clarifying the customer's complaint
- Looking after client escalation and going on calls with them to fix it and provide best possible resolutions.
Education
Bachelor of Arts - BA
Sarvodya Kanya Vidhyalaya
01-2012
Skills
- Collaboration and cross-functional teamwork
- Client relationship management and onboarding
- Business and project management
- Management information reporting
- Customer engagement
- GDS expertise
- Global market experience
- Data analysis and insights
Accomplishments
- PACESETTERS, 2022
- EMPLOYEE OF THE MONTH, 2023-02-01
- EXTRA MILLER
- 2022
- 2019
- 2018
Languages
English
Hindi
Hobbies and interests
- Listening to Music
- Painting
Timeline
Account Development Representative
American Express Global Business Travel
04.2025 - Current
Dedicated MI Analyst
American Express Global Business Travel
08.2023 - 04.2025
Dedicated Account Representative (DAR)
American Express Global Business Travel
11.2021 - 08.2023
Product Analyst
American Express Global Business Travel
05.2020 - 11.2021
MI Analyst
American Express Global Business Travel
07.2017 - 05.2020
Credit Analyst
American Express
09.2014 - 06.2016
Snr.CCE
Fab Furnish.com
09.2012 - 01.2014
Bachelor of Arts - BA
Sarvodya Kanya Vidhyalaya