Summary
Overview
Work History
Education
Skills
Timeline
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Priyanshu Negi

Priyanshu Negi

Operations Analyst
New Delhi

Summary

Detail-oriented Operations Analyst with over 1.5 years of experience in financial services and customer operations, including fraud and dispute case management for U.S. card members at American Express. Proven ability to investigate and resolve complex credit card disputes, monitor transaction integrity, and ensure regulatory compliance. Previously promoted to Real-Time Analyst at CNX through IDP, with hands-on expertise in workforce management using NICE IEX, live agent monitoring, AUX state management, and SLA optimization. Strong analytical, process-driven mindset with a focus on operational efficiency and risk mitigation.

Overview

2
2
years of professional experience
3
3
years of post-secondary education

Work History

Banking Operations Specialist

American Express
Haryana
10.2024 - Current
  • Manage end-to-end resolution of credit card dispute and fraud cases for U.S. card members, ensuring adherence to regulatory guidelines and American Express policies.
  • Monitor and review transactions flagged for dispute or potential fraud, validating claim legitimacy through detailed analysis of transaction data and behavioral patterns.
  • Conduct investigations into disputed charges by contacting merchants, gathering relevant documentation (e.g., receipts, proof of delivery), and determining case outcomes based on evidence.
  • Act as a liaison between internal teams and merchants to ensure prompt and accurate resolution of disputes for U.S. cardholders.
  • Identify and address fraudulent activity by analyzing cardholder behavior, transaction anomalies, and system-generated alerts.
  • Collaborate with Fraud Prevention, Risk, Compliance, and Legal teams to manage complex or escalated fraud and dispute cases.
  • Ensure compliance with internal policies and timely case resolution within SLAs and quality benchmarks to mitigate financial and reputational risk.
  • Maintain comprehensive and accurate documentation in systems such as proprietary American Express tools.
  • Monitor trends across fraud and dispute cases involving U.S. card members to inform strategic improvements and risk controls.
  • Contribute to process enhancement initiatives by identifying workflow inefficiencies and recommending data-backed solutions.

Teammate - Operations (International Process)

TaskUS Pvt Ltd
Haryana
06.2024 - 09.2024
  • Provide exceptional support to merchants via multiple channels including email, chat, and phone.
  • Address and resolve technical issues, payment queries, and other concerns related to their stores.
  • Diagnose and troubleshoot a wide range of issues, from technical glitches to billing discrepancies.
  • Follow up with merchants to ensure their issues are fully resolved and their satisfaction is achieved.
  • Identify recurring issues or trends and report them to the relevant teams for further investigation.

Sr. Representative – Customer Service & WFM RTA

Concentrix Pvt Ltd
Haryana
05.2023 - 06.2024
  • Ensured service delivery met contractual KPIs; used decision-support tools to accurately resolve customer inquiries.
  • Maintained product/service knowledge, documented customer interactions in internal systems with precision.
  • Demonstrated professionalism while supporting initiatives to improve customer satisfaction and operational efficiency.
  • Promoted to WFM Analyst (Real-Time Management) via IDP temporary role and utilized NICE IEX to monitor real-time adherence, queue performance, and agent availability.
  • Performed real-time actions including changing AUX states, re-skilling agents, adjusting breaks/lunches, and managing intra-day staffing to maintain service levels.
  • Monitored agent activity and performance; communicated real-time updates and SLA risks to team leads and operations managers.
  • Assisted in creating intraday performance reports and contributed to short-term workforce optimization strategies.
  • Achieved successful resolution of escalated issues during periods of high call volume.
  • Managed high-volume workload while maintaining strong attention to detail and accuracy.

Education

Bachelor of Computer Applications - Data Analytics

Amity University
Noida, India
05.2023 - Current

High School Diploma -

CBSE
New Delhi, India
04.2022 - 05.2023

Skills

Timeline

Banking Operations Specialist

American Express
10.2024 - Current

Teammate - Operations (International Process)

TaskUS Pvt Ltd
06.2024 - 09.2024

Bachelor of Computer Applications - Data Analytics

Amity University
05.2023 - Current

Sr. Representative – Customer Service & WFM RTA

Concentrix Pvt Ltd
05.2023 - 06.2024

High School Diploma -

CBSE
04.2022 - 05.2023

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Priyanshu NegiOperations Analyst