Nitin Chopra
Faridabad
Summary
Dynamic Technical Operations Analyst with a proven track record at American Express India Pvt Ltd, specializing in project management and stakeholder management. Excelled in leading cross-functional teams, enhancing project delivery by implementing strategic planning and problem-solving skills. Certified in POPM SAFE 6, adept at defect management and user acceptance testing, significantly improving operational efficiency.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Technical Operations Analyst - TRAM
American Express India Pvt Ltd
Gurugram
06.2021 - Current
- Lead, coordinate, and successfully implement multiple projects across U.S. and consumer banking and strategy landscapes in cooperation with product, technology partners, and for/with our client.
- Responsible for leading 5 team members from the U.S Banking Portfolio in the TRAM team.
- Created test cases and scenarios for documentation and root cause analysis of bugs.
- Worked closely with managers and other staff members to ensure that projects are completed according to expectations.
- Trained employees in processes and procedures to comply with company rules.
- Maintained accurate records of all activities associated with each assigned project.
- Monitored and reported on issues that may impact timelines or budgets.
- Leading and performing UAT on various markets, new product launches, and core projects using SDLC methodology.
- Expertise in finding and documenting defects in JIRA, Rally, and successfully re-testing them.
- Established effective communication channels between team members, stakeholders, and other interested parties throughout the life cycle of the project.
- Evaluate and prioritize testing based on stakeholder alignment.
- Manage the scope of work, objectives, deliverables, risks, and other development activities at the project level.
- Setting up the retrospective calls within the team and with business partners to seek and provide feedback at the end of the project.
- Provided support and guidance to colleagues to maintain a collaborative work environment.
Lead Collection Specialist-India Consumer& Credits
American Express India Pvt Ltd
Gurugram
11.2018 - 04.2021
- Accepted and processed customer payments and applied toward account balances.
- Implemented collection strategies to maximize recovery rates.
- Spoke with customers to learn reasons for overdue payments and to review terms of credit contract.
- Conducted regular follow-ups with customers via phone, email, or mail to ensure timely payments are made on overdue invoices.
- Educated debtors on the consequences of non-payment and potential resolutions.
- Performed detailed research into customer financial histories prior to initiating contact for collections purposes.
- Worked in the high-value team to cater to Platinum charge, Centurion card, and celebrities who own Indian American Express credit/charge cards.
Lead Analyst - GNA - DACT -US MKT.
American Express India Pvt Ltd
Gurugram
04.2011 - 10.2018
- Audited customer account information to identify issues and develop solutions.
- Identified opportunities for cross-selling or upselling additional products and services when appropriate.
- Addressed incoming customer inquiries and offered productive solutions, increasing customer satisfaction ratings.
- Transferring basic card member ownership and assisting with their queries.
- Led an in-house group mentoring session on American Express processes to upskill the training requirements of colleagues.
- Cross-trained in multiple platforms within GNA: Fraud, Inbound, Outbound, Balance Transfer, Line of Credit Increase, and Media, etc.
Commis Chef
Holiday Inn Heathrow UK
London
01.2009 - 12.2010
- Operated standard commercial kitchen equipment safely following manufacturer's instructions.
- Assisted higher-level chefs in the preparation of more complex dishes.
- Communicated effectively with the team regarding menu changes or special requests from customers.
- Resolved customer complaints regarding food quality or service promptly and professionally.
Customer Care Executive
IBM India Pvt Ltd
Gurugram
05.2007 - 12.2009
- Addressed customer questions and concerns regarding products and services- Virgin Media.
- Gathered customer feedback and reported it to management for further action.
- Proposed modifications to deliver better services
- Followed up on customer interactions, ensuring complete satisfaction with resolutions.
- Participated in team meetings to discuss strategies for improving customer satisfaction levels.
- Coordinated with the technical support team to resolve product or service issues.
- Provided customer service by responding to phone, email, and in-person inquiries in a timely manner.
Education
Post Graduation Diploma In Hospitality & Leadership Management -
Ealing Hammersmith & West London College
London11-2010
Bachelor of Arts -
Delhi University
New Delhi07-2007
Secondary Education - CBSE
Bal Bharti Senior Secondary
Narela 04-2004
Skills
- Capacity planning
- Cross-functional coordination
- Project management
- Project Planning
- Proactive/Passionate
- Problem Solving
- Transformation & Improvement
- People Management
- Stakeholder Management
- POPM SAFE 6 Certified
- Defect management
- User acceptance testing
- Test data management
Affiliations
Cooking, Walking, Visiting new cafes in town
Languages
Hindi
First Language
English
Proficient (C2)
C2
Certification
- POPM Safe Version 6
References
Kathy E Marr
Manager, TRAM- Testing & Remediation, Assurance Management
American Express, 1 John St, Brighton, East Sussex - BN88 INH United Kingdom
Email- Kathy.e.marr@aexp.com
Timeline
Technical Operations Analyst - TRAM
American Express India Pvt Ltd
06.2021 - Current
Lead Collection Specialist-India Consumer& Credits
American Express India Pvt Ltd
11.2018 - 04.2021
Lead Analyst - GNA - DACT -US MKT.
American Express India Pvt Ltd
04.2011 - 10.2018
Commis Chef
Holiday Inn Heathrow UK
01.2009 - 12.2010
Customer Care Executive
IBM India Pvt Ltd
05.2007 - 12.2009
Post Graduation Diploma In Hospitality & Leadership Management -
Ealing Hammersmith & West London College
Bachelor of Arts -
Delhi University
Secondary Education - CBSE
Bal Bharti Senior Secondary
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