Rakhi Khess
New Delhi
Summary
Experienced in managing end-to-end processes related to membership rewards and voucher fulfillment, ensuring compliance and accuracy in all transactions. Demonstrated ability to handle escalations and customer inquiries effectively, contributing to high levels of customer satisfaction. Collaborated with cross-functional teams to design process workflows and provided training to new team members as a Subject Matter Expert. Proficient in data analysis and documentation, with a strong focus on quality checks and adherence to standards.
Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Lead Business Analyst
American Express India Pvt Ltd
Gurgaon
02.2024 - Current
- Processed Membership Rewards using GSP tool and GLOBESTAR , point issuance and redemption, focussing on 100% accuracy with being 100% complaince.
- Handled Taj Voucher revalidations in coordination with internal teams.
- Managed end-to-end Taj Voucher fulfillment for corporate card members, ensuring accurate and timely deployment of the vouchers.
- Worked on BOT Automation files for vouchers.
- Managed Document Management Center(DMC) mailboxesto ensure timely action and resolution.
- Creating CLIC cases for cross-functional teams to support issue resolution and process flow.
- Handled escalation cases effectively,addressing issues,and ensuring customer satisfaction.
- Worked on GBM , for enrolling card members in various membership programs according to eligibility and requests.
- Cross-skilled to support Card Membership Maintenace activities for India market.
- Trained new team members on process ,standards and best practices.
- Served as a SME(Subject Matter Expert). Providing guidance and process clarifications to team members.
- Manages end-to-end GST process. From creating the file for automation , to sharing the same with the external complaince team for audit, sharing soft copy of invoices for card members.
- Monitored progress against timeline deliverables by providing regular status updates to key stakeholders.
- Collaborated with GBIT team to design and document process workflows.
- Performed quality checks on closed cases for the team to ensure process adherence and accuracy.
- Reviewed and validated CHC article for GST process.
Master Analyst
American Express India Pvt Ltd
Gurgaon
05.2022 - 02.2024
- Handled inbound calls for corporate clients, effectively addressing card members complaint, queries, and providing accurate information.
- Ensured high levels of customer satisfaction by delivering prompt and solution-oriented support.
- Maintained and updated RM(Relationship Manager) database with accuracy to ensure seamless access to information when required.
- Oversaw floor operations by supporting team productivity and quality standards, ensuring consistent performance across the floor.
Account Manager
Encore Capital Midland Credit Management
Gurgaon
05.2016 - 10.2021
- Led and managed collection activities for delinquent accounts,ensuring timely recovery while maintaining positive customer relationship.
- Worked in both UK and US collections and gained immense knowledge on dealing with card members.
- Utilized problem-solving skills when dealing with difficult customers.
- Handled escalated collection calls and negotiated repayment plans in line with company policies and complaince standards.
- Provided training and guidance to new Account Managers.
- Worked under the shadow of my manager to improve leadership skills for 3 months.
Education
Bachelor of Engineering - Electrical And Electronics Engineering
Vedica Institute of Technology
Bhopal06-2014
Diploma - Electronic Engineering
University Polytechnic BIT Mesra
Ranchi05-2008
High School Diploma -
St. Francis School
Ranchi05-2005
Skills
- Data analysis
- Customer service
- Excel proficiency
- Team collaboration
- Basic Power BI
- Proficient in MS Office
- Well versed in software language: C, C, Embedded C, BASIC, Python
- Attention to detail
Languages
Hindi
First Language
English
Proficient (C2)
C2
Japanese
Beginner (A1)
A1
Certification
Master certification in AI and Machine Learning from Simplilearn in year 2022
Accomplishments
- ACE Colleague in April 2024
- ACE Colleague in September 2024
Extra Ciricular Activities and Intrests
- Reading novels.
- Listening to music.
- Travelling.
- Socializing with friends.
- Playing instrument like Guitar, Piano.
- Short poetry writing.
- Baking.
Timeline
Lead Business Analyst
American Express India Pvt Ltd
02.2024 - Current
Master Analyst
American Express India Pvt Ltd
05.2022 - 02.2024
Account Manager
Encore Capital Midland Credit Management
05.2016 - 10.2021
Bachelor of Engineering - Electrical And Electronics Engineering
Vedica Institute of Technology
Diploma - Electronic Engineering
University Polytechnic BIT Mesra
High School Diploma -
St. Francis School