Rashmi Mehta
Gurugram
Summary
Accomplished Senior Project Analyst with a proven track record at American Express India Pvt Ltd, specializing in stakeholder management and process improvement solutions. Excelled in designing consumer banking products and leading change management, enhancing customer experience and operational efficiency. Recognized for mentoring teams and driving project success with a keen focus on compliance and risk management.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Senior Project Analyst
American Express India Pvt LTD
02.2024 - Current
- Provides strong subject matter expertise on products, policies, procedures, and services capabilities for Front Office Banking Servicing Teams.
- Proactively identifies gaps in customer and CCP servicing experiences (on projects—whether in Concept, Analysis, Design, Test, or Launch phases).
- Develops effective communications and consults on learning solutions that are tailored to Banking CCPs.
- Translate strategic initiatives into clear, actionable CHC document updates (policies, procedures, etc.).
- Supporting banking in their ability to drive performance and focus on operational readiness.
- Ensures that legal and regulatory controls are central to everything we do when implementing and executing business initiatives.
- Set up monthly team lead connections, including product and marketing partners, to discuss upcoming projects.
- Acting as a bridge between productions and various partners to drive change management.
- Working on tools like Airtable, Tableau, BSP tracker, Speechminor, Nexidia, etc. To collate data related to launched projects, inquiry.
Team Coach US Banking
American Express India Pvt Ltd
01.2022 - 12.2023
- Process training with the GLKM team for U.S. banking for new hires.
- Responsible for assisting the new hire batch during training/OJT.
- Real-time colleague assistance and handling escalations.
- Coaching and feedback sessions based on data analysis.
- Maintaining OJT performance data and refresher sessions.
Lead Customer Care Professional | US Banking
American Express India Pvt Ltd
04.2018 - 12.2021
- Delivered prompt and efficient service, prioritizing customer needs, and enhancing overall satisfaction.
- Played a key role in the pilot batch for U.S. banking, gaining expertise in multiple banking tools such as FIS, BSP, and CHC Banking.
- Collaborated with process leaders to improve internal articles and workflows, increasing efficiency and service quality.
- Generating team reports, and managing monthly trainings and PKT.
- GBI POD Lead Member and attended focus groups to analyze, test, and share the upcoming changes to the product and process.
- Team management and the mentor-mentee program are based on data review.
Senior Customer Care Professional
Convergys India Pvt Ltd
08.2016 - 03.2018
- Delivered exceptional customer service by resolving inquiries and upselling services based on customer needs
- Provided support for team leadership in the absence of the team leader and assisted with training new hires
Education
Master of Arts - History
Ambedkar University
01.2014
Bachelor of Arts (Honours) - History
Maitreyi College, Delhi University
01.2012
Skills
- Stakeholder management
- Project scheduling
- Project management
- Requirements gathering
- Customer experience
- Operations management
- Process improvement solutions
- Training employees
- Team management
- Change management
Accomplishments
- YTD Rockstar 2021 – US Banking, American Express
- Xfinity Champion 2017, Convergys
Certification
- Archives Management | National Archives of India
- Microsoft Excel & PowerPoint | Achievers Technology
Timeline
Senior Project Analyst
American Express India Pvt LTD
02.2024 - Current
Team Coach US Banking
American Express India Pvt Ltd
01.2022 - 12.2023
Lead Customer Care Professional | US Banking
American Express India Pvt Ltd
04.2018 - 12.2021
Senior Customer Care Professional
Convergys India Pvt Ltd
08.2016 - 03.2018
Master of Arts - History
Ambedkar University
Bachelor of Arts (Honours) - History
Maitreyi College, Delhi University
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