Milind Kapur
New Delhi
Summary
To work in an organization that provides me opportunities to continuously enhance my management skills by giving exposure to challenging business environment and to make a substantial and positive impact towards the success of its own & myself.
Overview
13
13
years of professional experience
Work History
Lead Fraud Analyst-Suspect Fraud
American Express India Pvt. Ltd.
03.2024 - 03.2026
- Analyzed transaction data to identify patterns of fraudulent activity.
- Collaborated with cross-functional teams to enhance fraud detection processes.
- Investigated reported fraud cases using advanced analytical tools and techniques.
- Reviewed account activity to assess risk and prevent potential losses.
Lead Credit Analyst-High Balance Past Due/Flex Force Pilot
American Express India Pvt. Ltd.
09.2020 - 02.2024
- Analyzed credit data to assess customer risk profiles and lending decisions.
- Developed credit policies to enhance risk management and compliance standards.
- Collaborated with cross-functional teams to improve customer experience initiatives.
- Mentored junior analysts on credit assessment methodologies and best practices.
- Presented findings and recommendations to senior management for strategic decision-making.
- Observed client confidentiality and verified data integrity in work-related tasks.
Auxiliary Business Analyst –BA&CE
American Express India Pvt. Ltd.
05.2019 - 04.2020
- Ensuring quality and Customer Experience in different departments of Credit
- Making and sending out Daily, weekly and monthly reports that showcase the progress of different departments
- Monitoring call and identify errors along with coming out with ways to rectify those.
- Sending Out Weekly Reports and Dashboards consisting Business Numbers and showcase improvement.
- Conducting Compliance sessions for new Hires.
- Creating New/Innovative Ideas to improve Call Quality and Customer Treatment.
- Calibrating With leadership to ensure Quality is maintained.
- Conducting Outlier Monitors For Various Processes.
Lead Credit Analyst - Lead Escalations Gate
American Express India Pvt. Ltd.
11.2016 - 04.2019
Customer Service Associate
Arvato Bertelsmann
04.2014 - 05.2015
- Resolved customer complaints through effective communication and problem-solving skills.
- Collaborated with team members to enhance customer service procedures.
Customer Service Associate
Teleperformance
09.2013 - 03.2014
- Providing technical support to AT&T customers (US)
- (AT&T)
Education
Graduate -
Institute of Hotel Management
Lucknow12th Passed -
GD Goenka Public School
New Delhi10th Passed -
GD Goenka Public School
New DelhiSkills
- Credit risk analysis
- Customer experience improvement
- Compliance management
- Credit assessment methodologies
- Team collaboration
- Performance monitoring
- Problem solving
- Effective communication
- Mentorship and coaching
- Strategic decision making
Accomplishments
- Colleague of the Quarter Q1-2018 (Lead Gate)
- Customer’s 'Favorite Award' in the month September
- Most Valued Partner Q2-2019 (BA&CE)
Extracurricular Activities
Participated in various competitions at school level. Secured 1st position in Swimming Competition at school level.
Personal Information
Date of Birth: 11/01/91
Personal Highlights
- A self starter who takes initiative in expanding knowledge and skills.
- Quick learner, adaptive to changes, and an efficient worker.
- Flexible and ability to work both independently and in a team.
- Identified a key usability defect (UDE) on the US Consumer cards for the Rite products to be approved for card members based on credit feasibility, leading to improved customer experience and reduced operational friction.
Languages
English
First Language
Timeline
Lead Fraud Analyst-Suspect Fraud
American Express India Pvt. Ltd.
03.2024 - 03.2026
Lead Credit Analyst-High Balance Past Due/Flex Force Pilot
American Express India Pvt. Ltd.
09.2020 - 02.2024
Auxiliary Business Analyst –BA&CE
American Express India Pvt. Ltd.
05.2019 - 04.2020
Lead Credit Analyst - Lead Escalations Gate
American Express India Pvt. Ltd.
11.2016 - 04.2019
Customer Service Associate
Arvato Bertelsmann
04.2014 - 05.2015
Customer Service Associate
Teleperformance
09.2013 - 03.2014
Graduate -
Institute of Hotel Management
12th Passed -
GD Goenka Public School
10th Passed -
GD Goenka Public School