Lency Thomas
Ghaziabad
Summary
Dynamic manager with extensive experience at American Express, driving compliance and quality management across diverse teams. Expert in process improvement and risk management, I led a successful migration project, enhancing reporting efficiency. Proven leader with strong analytical skills, fostering team development and delivering actionable insights to optimize performance.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Manager – US Call Monitoring
American Express
Gurgaon
01.2016 - Current
- Lead a team of Quality Assessors responsible for transaction monitoring across US & International markets
- Drive quality control and compliance for Consumer Platinum & Centurion lines within the Travel & Lifestyle business
- Ensure full compliance with all processes and policies, preventing regulatory risks
- Conduct internal & external audits to assess quality performance and drive improvements
- Extract, assess, and analyze trending reports, providing actionable insights
- Provide subject matter expertise (SME) in training, testing, and process optimization
Lead Business Analyst
American Express
Gurgaon
11.2013 - 01.2016
- Led US Call Monitoring Migration, overseeing hiring & training for a team of 23 BST analysts
- Centralized and streamlined reporting processes for 10 non-English speaking markets
- Conducted test calibration sessions and improved error detection using NICE call recording
Business Self Testing (BST) Analyst
American Express
Gurgaon
04.2012 - 11.2013
- Designed and implemented Business Self-Testing processes for US CEN to ensure regulatory compliance
- Led a team of 20 BST analysts, conducting risk audits and compliance monitoring
- Worked closely with Compliance & Business teams to optimize audit frameworks and reduce regulatory risks
Quality Analyst
HCL Technologies
Noida
04.2009 - 02.2012
- Conducted transaction monitoring for British Telecom (BT), ensuring compliance with client guidelines
- Performed regular audits to improve quality, productivity, and compliance standards
Root Cause Analysis (RCA) Expert
HCL Technologies
Noida
07.2008 - 03.2009
- Conducted root cause analysis (RCA) to identify recurring errors and improve process efficiency
- Provided dashboard reports & analytics to senior management for strategic decision-making
Process Coach
HCL Technologies
Noida
11.2007 - 06.2008
Customer Service Executive
HCL Technologies
Noida
08.2005 - 11.2007
Customer Service Executive
Bizsource
04.2005 - 07.2005
Customer Service Executive
Pinnacle BPO
12.2003 - 03.2005
Education
Bachelor of Arts - Office Management & Data Processing
Delhi University
Delhi, IndiaSkills
- Customer Experience and Quality Management
- Compliance & Risk Management
- Process Improvement & Automation
- People Management & Leadership
- Business Self-Testing (BST) & Audits
- Data Analysis & Reporting
- Project & Change Management
- Regulatory Compliance (Federal, RBA, NICE, Oracle Right Now)
- Training and development
- Team leadership
- Strategic planning
- Time management
- Documentation and reporting
- Auditing processes
- Report generation
- Stakeholder engagement
- Root cause analysis
- Complex Problem-solving
- Change management
Certifications And Tools
- NICE & Oracle Right Now – Quality & Compliance Tools
- Green Belt Project Management
- Root Cause Analysis (RCA) Expertise
Personal Information
- Date of Birth: 06/27/81
- Marital Status: Married
Languages
- English
- Hindi
- Malayalam
Projects And Achievements
- Pioneered Call Dispositioning project in TLS, leading to the creation of a 12-member assessor team.
- Migrated 20+ new processes into TLS RBST program.
- Led multiple US CEN projects, including Project Engage, Interactive Analytics & OPEN BGR.
- Implemented BST validations & audits, reducing compliance errors.
- Developed Employee Coaching & Mentoring programs, improving CSAT & AHT scores.
Previous Roles
- Process Coach, HCL Technologies, 11/01/07, 06/01/08
- Customer Service Executive, HCL Technologies, 08/01/05, 11/01/07
- Customer Service Executive, Bizsource, 04/01/05, 07/01/05
- Customer Service Executive, Pinnacle BPO, 12/01/03, 03/01/05
Accomplishments
• Pioneered Call Dispositioning project in TLS, leading to the creation of a 12-member assessor team.
• Migrated 20+ new processes into TLS RBST program.
• Led multiple US CEN projects, including Project Engage, Interactive Analytics & OPEN BGR.
• Implemented BST validations & audits, reducing compliance errors.
• Developed Employee Coaching & Mentoring programs, improving CSAT & AHT scores.
Certification
• NICE & Oracle Right Now – Quality & Compliance Tools
• Green Belt Project Management
• Root Cause Analysis (RCA) Expertise
Timeline
Manager – US Call Monitoring
American Express
01.2016 - Current
Lead Business Analyst
American Express
11.2013 - 01.2016
Business Self Testing (BST) Analyst
American Express
04.2012 - 11.2013
Quality Analyst
HCL Technologies
04.2009 - 02.2012
Root Cause Analysis (RCA) Expert
HCL Technologies
07.2008 - 03.2009
Process Coach
HCL Technologies
11.2007 - 06.2008
Customer Service Executive
HCL Technologies
08.2005 - 11.2007
Customer Service Executive
Bizsource
04.2005 - 07.2005
Customer Service Executive
Pinnacle BPO
12.2003 - 03.2005
Bachelor of Arts - Office Management & Data Processing
Delhi University