Sangeeta Yadav
RM Senior Analyst
New Delhi
Summary
Dynamic RM Senior Analyst at American Express India Pvt. Ltd. with strong analytical thinking and project management skills. Successfully enhanced compliance processes and drove program improvements through effective relationship building. Proficient in data visualization tools, delivering impactful presentations that informed senior leadership decisions. Committed to optimizing operational efficiency and governance.
Overview
11
11
years of professional experience
Work History
RM Senior Analyst
American Express India Pvt. Ltd.
01.2024 - Current
- Provide guidance, as needed, to Business Units (BU) and Legal entities on AEMP 71 Policy requirements.
- Collect and consolidate applicable legal and regulatory requirements, through Market Compliance Officer and/or Line of Business Compliance officer, in consultation with general Counsel Organization as appropriate to support and ensure periodic assessment.
- Perform quality review of the Complaint Program for each BU/Market to monitor adherence to the Complaint Program.
- Collaborate with partners to analyze and improve performance e.g.; trend analysis, case studies and action plan activities.
- Support IAG audit, exam, 2LOD activities.
- Managing partner feedback to drive program improvements.
- Onboarding new Business Units and Decommission of BU.
Project Analyst
American Express India Pvt.Ltd.
08.2021 - 12.2023
- Support Audit readiness activities, Process risk self assessment (PRSA), and Internal control testing for multiple markets (ANZ, US, CA and MX).
- Identify handling gaps and support enhancement projects globally.
- Support the onboarding of any new processes within any market.
- Support the creation of process documentation, i.e., procedures, job aids and process maps.
- Report performance metrics around the health of the processes and present trends and themes to senior leaders of the organization.
- Uses strong analytical skills to identify efficiencies and drive process improvements across all complaint resolution teams.
Complaint Analyst
American Express India Pvt. Ltd.
01.2018 - 08.2021
- Review, action and document root cause and resolution for customer complaint and servicing enquiries for US market.
- Maintained detailed records of all resolved and unresolved complaints for future reference and analysis.
- Supported continuous improvement initiatives by sharing key learnings from customer complaint analysis with the relevant teams.
- Identified trends in customer complaints to inform improvements in products, services, and policies.
Customer Service Executive
American Express India Pvt. Ltd.
02.2014 - 01.2018
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Managed high volume of inbound chats while maintaining a professional demeanor and ensuring timely resolution of issues.
- Described product and service details to customers to provide information on benefits and advantages.
- Reduced average chat time through efficient problem-solving skills without sacrificing quality of service provided.
Education
Master of Arts -
Sridhar University
Rajasthan 04.2001 -
Skills
- Prioritization Proficiency
- Analytical Thinking
- Process Governance Expertise
- Strong Project management and interpersonal skills
- Outstanding communication, relationship building and influencing skills
- Data Visualization and presentation skills and knowledge of tools like Microsoft Excel, Powerpoint, Tableau, and Power bi
Accomplishments
- GSG Extraordinary Award winner in 2022
- Rock Star Award in 2023
- Successfully handled multiple projects e.g. closure of Event (EV-032014) by ensuring all the activities are completed timely.
- Led audit readiness assessments for multiple markets and mitigated identified risk.
- Successfully Onboarded multiple Business units and markets for Complaint program governance.
Timeline
RM Senior Analyst
American Express India Pvt. Ltd.
01.2024 - Current
Project Analyst
American Express India Pvt.Ltd.
08.2021 - 12.2023
Complaint Analyst
American Express India Pvt. Ltd.
01.2018 - 08.2021
Customer Service Executive
American Express India Pvt. Ltd.
02.2014 - 01.2018
Master of Arts -
Sridhar University
04.2001 -
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