Summary
Overview
Work History
Education
Skills
Hobbies and Interests
Disclaimer
Websites, Portfolios, Profiles
Websites
Timeline
Generic

Rishi Pal

Gurugram

Summary

Results-driven Analyst with American Express, specializing in model validation and customer sentiment analysis. Proven ability to enhance model accuracy through detailed observations and feedback. Strong analytical skills complemented by excellent communication and relationship management, leading to improved customer experiences and compliance adherence. Recognized for attention to detail and effective collaboration across teams.

Overview

13
13
years of professional experience

Work History

Analyst- Model Validation (XM Discover, Vibes, GEN AI)

American Express
Gurugram
12.2024 - Current
  • I’m part of a project where I do review CHATS, CALLS and PHRASES within the given parameters and validate the Model precision of XM Discover, Vibes, GEN AI.
  • Provide detailed observation, themes and trends to the concerned team and help the team in enhancing Model accuracy.
  • I do review calls and chats to evaluate customers sentiments and provide observations and feedback to concerned team to enhance Model accuracy.
  • I do test of GEN AI calls and provides feedback to frontline team for necessary corrective actions and to the MIS team and Model team to make it better.

Complaint Analyst

American Express
Gurugram
09.2022 - 11.2024
  • The Complaint Analyst, Customer Second Level Review team will work closely with the different business units, Business Support & Transformation to ensure a consistent and superior customer experience through the following:
  • Review, action, and document root cause and resolution for customer complaints and servicing issues.
  • Ensure complaints and servicing issues are properly coded to meet regulatory reporting requirements
  • Identify and escalate trends and defects that have a potential legal, regulatory, or servicing risk
  • Provide coaching and feedback to Team Leaders and Customer Care Professionals
  • Understand basic consumer protection, banking regulations, and applicable laws to identify and appropriately escalate complaints, defects, and trends to business partners within Compliance.
  • Ensure compliance with the Complaints Management Policy and other legal/regulatory requirements.
  • Ability to ensure accuracy in all deliverables and independently oversee daily work with adherence to business requirements and process controls.

Store Manager

Tata Starbucks Pvt Ltd
01.2019 - 08.2022
  • Led Bhubaneswar market opening and delivered my best in execution, customer service and partners training
  • Led the launch of new partner’s training portal for Noida cluster
  • Currently leading Gurgaon cluster hiring for Barista and shift supervisors
  • Collaboration with MOONSHOT project team, accumulating customers feedback for Gurgaon.
  • Reviewing customers comment on Swiggy, Zomato and social media for Gurgaon and connecting with customers and recovering customers.

Store Manager

Lenskart.com
05.2018 - 12.2018
  • Led sector 31 Gurgaon store and during my 8-month journey i achieved 2 times store manager of the month for my cluster.

Store Manager

BO's Coffee (Al Majed Group, Doha, Qatar)
07.2017 - 02.2018
  • Got responsibility of NSO SM and opened very first store of BO’s coffee (Philippines’ coffee chain) in Doha Qatar
  • Successfully managed warehousing as well
  • Accumulating feedback of customers and sharing with Philippines’ team for improvement.

Store Manager

Chaayos
08.2016 - 06.2017
  • Achieved highest revenue percentage award and got international trip as reward
  • Led a Dream big (taking lead of bulk orders) project and successfully generated business from HP, Wriglies,Bain& company,RBS Bank
  • Reviewing delivery orders feedback and working with concerned team for better improvement.

Assistant Store Manager

Tata Starbucks Pvt Ltd
12.2012 - 08.2015
  • Became part of Delhi’s first store opening and got experience of new brand response in market
  • Later as an assistant manager support the SM for cyber hub Gurgaon store opening.

Education

Bachelor of Arts -

Sam Higginbottom
Allahabad, U.P
03.2018

Diploma - Aviation and Hospitality Management

Affiliated From Cambridge University
New Delhi
03.2008

High School Diploma -

Govt SR SEC School
H.B.S. E
03.2007

10 -

Shiv Public High School
H.B.S. E
03.2005

Project Management Professional -

Project Management Institute

Skills

  • Demonstrate strong attention to detail with excellent follow up skills
  • Strong analytical, problem-solving skills
  • Strong relationship management skills, ability to collaborate effectively with others involved in complaint reviews
  • Demonstrated expert verbal, written communication skills
  • Excellent planning and execution skills
  • Model validation

Hobbies and Interests

Traveling and exploring new destinations.

Disclaimer

I hereby declare that all the information given above is true to best of my knowledge and belief.

Websites, Portfolios, Profiles

https://www.linkedin.com/in/rishi-pal-9714aa147

Timeline

Analyst- Model Validation (XM Discover, Vibes, GEN AI)

American Express
12.2024 - Current

Complaint Analyst

American Express
09.2022 - 11.2024

Store Manager

Tata Starbucks Pvt Ltd
01.2019 - 08.2022

Store Manager

Lenskart.com
05.2018 - 12.2018

Store Manager

BO's Coffee (Al Majed Group, Doha, Qatar)
07.2017 - 02.2018

Store Manager

Chaayos
08.2016 - 06.2017

Assistant Store Manager

Tata Starbucks Pvt Ltd
12.2012 - 08.2015

Bachelor of Arts -

Sam Higginbottom

Diploma - Aviation and Hospitality Management

Affiliated From Cambridge University

High School Diploma -

Govt SR SEC School

10 -

Shiv Public High School

Project Management Professional -

Project Management Institute

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Rishi Pal