PRATEEK SHARMA
Operations Support
Summary
I am an experienced analyst with a strong background in enterprise testing and credit analysis at American Express. I have a proven track record of successfully meeting targets through continuous improvement and effective team collaboration. My analytical skills and ability to mentor others have led to several accolades, including multiple awards for performance excellence and emerging leadership.
Overview
14
14
years of professional experience
4
4
years of post-secondary education
2
2
Languages
Work History
Analyst- Enterprise Testing
American Express
07.2016 - 01.2025
- Company Overview: A leading global service brand providing payment solutions
- Analyzing the work performance of the CBU process
- Doing regular PMA monitoring to meet monthly and quarterly targets
- Ensuring process and actions are logged and support regulatory reporting
- Defining and documenting business requirements in collaboration with stakeholders
- Reviewing output for conformity and accuracy
- Mentoring and influencing at all levels to drive results
- KRA Testing to improve testing processes
- BST BLOC Testing to optimize testing forms
- Partnering with operations to improve process performance
- A leading global service brand providing payment solutions
Lead Credit Analyst
American Express
04.2018 - 05.2022
- Company Overview: A leading global service brand providing payment solutions
- Providing end to end solutions in high-stress situations
- Maintaining performance and hygiene metrics consistently
- Actively listening and addressing card member needs
- Participation in team huddles for process improvement
- A leading global service brand providing payment solutions
Financial Relief Program
American Express
06.2020 - 12.2020
- Company Overview: A leading global service brand providing payment solutions
- Streamlining systematic plans for financially stressed card members
- Servicing past due accounts to enable spend
- Providing payment options during points of sale difficulties
- Ensuring active participation in team discussions
- A leading global service brand providing payment solutions
High Balance Past Due
American Express
07.2016 - 05.2020
- Company Overview: A leading global service brand providing payment solutions
- Managing outbound and incoming calls focusing on maintaining payers
- Converting delinquent accounts while adhering to TCPA guidelines
- Supporting segment needs in BAU environments
- A leading global service brand providing payment solutions
Team Captain ANZ Collections/CARE
American Express
02.2015 - 12.2015
- Company Overview: A leading global service brand providing payment solutions
- Leading collections and day to day operations as Team Captain
- Conducting training and refresher sessions
- Handling escalated calls and ensuring compliance
- Fostering employee satisfaction and morale
- A leading global service brand providing payment solutions
Job Content Coach US Collections
American Express
01.2014 - 01.2015
- Company Overview: A leading global service brand providing payment solutions
- Client interaction and taking escalation calls
- Mentoring new hires
- Providing end to end customer service
- A leading global service brand providing payment solutions
Past Due Collections
American Express
03.2011 - 12.2013
- Company Overview: A leading global service brand providing payment solutions
- Servicing past due accounts and assisting card members
- Making outbound calls with efficiency to convert delinquent accounts
- Providing support during BAU environments
- A leading global service brand providing payment solutions
Education
B. Com - Pass
Delhi University
01.2011 - 05.2015
Skills
Data Modelling
Statistic analysis
Problem-Solving
Excellent Communication
Decision-Making
Teamwork and Collaboration
Flexible and Adaptable
Organization and Time Management
Self-Motivated
Active Listening
Written Communication
Multitasking Abilities
Critical Thinking
Interpersonal Communication
Attention to Detail
Analytical and Critical Thinking
Dependable and Responsible
Accomplishments
- High-flier Awards and Recognition, Received multiple High-flier Awards and Recognition Awards for my performance and contributed to team success through consistent mentoring and peer support.
- Leadership Recognition, Promoted to Team Captain and recognized for Emerging Leadership achievements.
Timeline
Financial Relief Program
American Express
06.2020 - 12.2020
Lead Credit Analyst
American Express
04.2018 - 05.2022
Analyst- Enterprise Testing
American Express
07.2016 - 01.2025
High Balance Past Due
American Express
07.2016 - 05.2020
Team Captain ANZ Collections/CARE
American Express
02.2015 - 12.2015
Job Content Coach US Collections
American Express
01.2014 - 01.2015
Past Due Collections
American Express
03.2011 - 12.2013
B. Com - Pass
Delhi University
01.2011 - 05.2015