Neha Naz

(Tools: Sabre360, Right Now Tool {RNT}, Speechminner, Nexedia, OPUS, Trip-Viewer, CHC, Maps, Qualtrics, CLIC, AESP)

• Conducted transactional monitoring for TLS frontline TCs to ensure compliance with TLS and federal regulations for international/global markets within required timelines.
• Collaborated with cross-functional teams to identify gaps, improve service delivery, and captured test results into systems for reporting and review by TLS.
• Utilized NICE and other call recording systems to monitor calls, identifying 847 critical errors from a 913 BAU sample, demonstrating a high commitment to accuracy and minimizing customer inconvenience.
• Provided insights on key error drivers, offering valuable input to enhance quality assurance processes and reduce error rates.

Project @AMEX

• Membership Reward Testing – Introduced a new workstream under GSG – TLS Control Management and worked as a subject expert with four other assessors to verify accurate mapping of the adjustment codes to transactions in TLS during membership points redemption, ensuring correct conversion ratios.

• Managed loan files from initial review to Clear-to-Close (CTC) approval, ensuring compliance with lending guidelines and timely decision-making.
• Conducted fraud risk assessments and reviewed borrower income, employment, and asset documents, providing recommendations to facilitate loan processing and approvals.
• Collaborated with underwriters to provide key observations, arranged transcripts, and helped resolve file suspensions, ensuring smooth loan processing and finalization.

• Ensured compliance with airline safety and emergency procedures, conducting thorough onboard equipment checks before and during flights.
• Delivered personalized, high-quality service to guests, adhering to company service standards and enhancing the overall travel experience.
• Maintained effective communication with passengers, contributing to customer service excellence and satisfaction.

• Conducted pre-flight briefings and provided instructions to flight attendants, ensuring compliance with company policies and safety procedures.
• Delivered inflight announcements, demonstrated safety procedures, and ensured passenger adherence to safety guidelines.
• Prepared and submitted post-flight reports, documenting flight details and any incidents for record-keeping and follow-up.