Rajat Tandon
Senior Customer Service Analyst
Greater Noida West
Summary
Professional senior analyst with outstanding talents in client management, business operations and leadership. Strong project management skills with experience in successfully managing multiple tasks at any given point. Over a several-year background providing strategic analysis services to businesses.
Overview
10
10
years of professional experience
3
3
Languages
Work History
Senior Customer Service Analyst
American Express
04.2022 - Current
- Helping merchants located in the U.S., Canada, and Europe to expand their business around the world by setting up their American Express multi-currency accounts.
- Worked with onshore counterparts to onboard new businesses to American Express for availing multi-currency services.
- Performed Anti-Money Laundering (AML) checks, including verifying business documents and bank details, as per the American Express regulations, to ensure the validity and authenticity of the business before onboarding them and helping them to avail themselves of American Express multi-currency services.
- Worked on creating different types of merchant business accounts on the American Express system, enrolled new merchants in the system in order for them to start availing themselves of the multi-currency services, and sent them welcome letter emails and login credentials.
- Worked on rectifying suspended payments and adjustments for the businesses, and provided the merchants with a resolution regarding payment-related queries.
- Worked on changes and updates to the existing merchant business accounts after thorough verification.
- Collaborating with the Controls and Compliance team to ensure procedures are up to date and compliant with the current guidelines.
- Worked on case inventory management for the team, resolving merchant and onshore partner escalations, and partnered with counterparts on process alignments, improvements, etc.
- Conducted a quality check on team work on a monthly basis to ensure 100% quality, conducting training, and feedback sessions with new team members.
- Shared HIVE ideas with the leaders in order to eliminate steps that led to duplicacy of workflow, leading to a reduction of the process timeline.
Senior Associate
Ernst and Young (E&Y)
08.2021 - 04.2022
- Mentoring and auditing staff ranked employees on their daily engagements on clients across different world regions
- Working on making Excel reports and further projecting the data on Microsoft Power Point slides and Microsoft Power BI
- Handling client and onshore team calls while also suggesting and presenting them with updates regarding EY clients
- Supporting the core audit team while working on the administrative workflow using different tools
- Tracking the deliverables and client emails on daily basis and reaching out to the EY client contacts on Microsoft Teams regarding audit forms and financial documentation collection and other important updates
Delivery Solutions Analyst
Wipro
03.2018 - 08.2021
- Involves monitoring a team of 4 colleges and mentoring and guiding them on their KRA's and work related queries
- Working as channel between the onshore team and the manager to ensure smooth workflow and responding to onshore related queries
- Analysis and Research related to After Retirement Defined Contribution Benefits as a part of the payroll of the employees working with our US Clients
- Reporting and preparing client data and sharing it with management and leadership teams for further evaluation
- Providing trainings to many employees on different work types and educating them with core domain and processing knowledge
- Handling multiples queries from the other processing teams and onshore client teams and providing them with satisfactory solutions and research documentation
- Working on different software for handling and reporting client data
- Evaluation and processing multiples client employees' data on different issues relating to the entire domain (6 processing teams)
- Working as an SME for my team and handling exceptional transactions and queries out of my team's scope
- Working on Wipro's largest project which includes configuration of domain's work system on a selfdriven tool that will lead to automation of client based processes
- Have been awarded twice for 2 different categories for exceptional performance in the domain
- Have been recognized as an Exceeding expectation employee for straight two years for my performance in the team
- Have been rewarded for submitting idea for reduction in processing time frame on 2 clients
- Have been promoted to a new role from Benefits Operations Administrator to Delivery Solutions Analyst to handle more responsibilities and mentoring and monitoring a team of colleagues
Insurance Associate (Long Term Disability)
MetLife
09.2016 - 11.2017
- Understanding of how the Insurance policies for long term disability are been issued to the US citizens and the eligibility for issuing the same
- Day to day interaction with the US MetLife insurance team regarding the process workflow and getting required info from the insurance claimant to become eligible for disability claim
- Preparing excel files with all the needed relevant info
- For the insurance claimant to help US MetLife insurance team to take decisions on the claim
- Working on multiple software's including Microsoft Excel, Microsoft word, Microsoft One Note, UIS, UDS, Intellis, CDF, Work Desk, DPA
- Have always been recognized as Exceeding Expectations employee and have been playing as Mentor role for guiding the process associates regarding the day to day process knowledge and also have audited the claims before completion for maintaining the process quality and making adherence to zero error on claims
- Have received Client Appreciation on various occasions for working exceptionally well on difficult and most number of claims
- Have received certificate of excellence twice by the organization on my Individual performance in the team
Process Analyst
HCL Technologies
09.2015 - 09.2016
- Understanding of whole litigation process by working on the complex cases
- Have knowledge of variety of litigations filed by the U.S
- Residents
- Have always completed the assigned work and targets on time and rather before time
- Systematic understanding of process workflow
- Have always focused and concerned on the quality of the work done keeping in mind the expectation of the Client as well as the End Users
- Have been recognized as Employee with Best Quality Output many times
- Have been recognized as Employee with Best Production many times
Skills
- Training and mentoring
- Quality checks
- Client Servicing
- Preparing reports and maintaining data
- Escalation handling Process Improvement
- Onshore team support
- Excellent Communication Skills
Accomplishments
- Have been rewarded multiple times with Blue reward points and appreciation for going above and beyond and helping stakeholders on tasks that had stringent timelines.
- Have been awarded twice for 2 different categories for exceptional performance in the domain.
- Have been recognized as an Exceeding expectation employee for straight two years for my performance in the team.
- Have been rewarded for submitting idea for reduction in processing time frame on 2 clients.
- Have been promoted to a new role from Benefits Operations Administrator to Delivery Solutions Analyst to handle more responsibilities and mentoring and monitoring a team of colleagues.
- Have been awarded twice for 2 different categories for exceptional performance in the domain.
- Have been recognized as an Exceeding expectation employee for straight two years for my performance in the team. Have been rewarded for submitting idea for reduction in processing time frame on 2 clients.
- Have been recognized as Employee with Best Quality Output many times.
- Have been recognized as Employee with Best Production many times.
American Express:
Metlife GOSC:
Wipro:
HCL Technologies:
Personal Information
- Father's Name: Mr. Anjani Kumar Tandon
- Date of Birth: 10/10/92
- Gender: Male
- Nationality: Indian
Timeline
Senior Customer Service Analyst
American Express
04.2022 - Current
Senior Associate
Ernst and Young (E&Y)
08.2021 - 04.2022
Delivery Solutions Analyst
Wipro
03.2018 - 08.2021
Insurance Associate (Long Term Disability)
MetLife
09.2016 - 11.2017
Process Analyst
HCL Technologies
09.2015 - 09.2016
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