Sanjeev Yadav
Gurgaon, Haryana
Summary
Hardworking and motivated professional with several years of experience and record of success in industry. Solid history balancing team performance, customer service targets and business objectives. Dedicated to working closely with employees to maximize productivity and optimize procedures. Decisive leader with good planning and organizational skills.
Overview
11
11
years of professional experience
Work History
Manager
Hindustan Facilities Alliance
Greater Noida
05.2021 - Current
- Developed training programs for staff on safety and operational procedures.
- Developed and implemented strategies to increase customer satisfaction and loyalty.
- Analyzed customer feedback data to develop action plans for improving services offered.
- Resolved conflicts between employees by providing guidance on company policies and procedures.
- Established processes to ensure efficient workflow throughout the organization.
- Led team meetings and one-on-one coaching sessions to continuously improve performance.
- Created monthly reports for senior management summarizing operational performance metrics.
Business Excellence and Reporting
American Express
Gurgaon
02.2020 - 03.2021
- Identified system gaps, high-risk behaviors, and regulatory errors through account reviews, improving compliance oversight.
- Monitored KPIs to detect inefficiencies and risks, informing strategic decision-making.
- Streamlined reporting processes by evaluating data sources, compiling data and redesigning output.
- Partner with MIS and Compliance teams to develop and execute new automated and target testing.
- Executed qualitative and quantitative analysis on a wide range of data.
- Facilitated meetings with teammates to align goals and implement best practices, enhancing team collaboration.
Special Handling Specialist
American Express
Gurgaon
04.2017 - 01.2020
- Maintained compliance frameworks, policies and documentation to support audits.
- Adhered to deadlines in optimizing regulatory and operational performance.
- Developed and implemented strategies necessary for minimizing risk of non-compliance.
- Monitored compliance risk controls to identify deviations and offer recommendations.
- Conducted audits on internal controls and developed reports on findings.
- Addressed and resolved audit issues.
- Performed testing of internal controls based upon strict regulations.
- Reviewed company policies against best practices to better understand level of compliance.
Dispute and Fraud Analyst
American Express
Gurgaon
02.2016 - 03.2017
- Used multiple data sources to derive end-to-end fraud performance metrics.
- Participated in group discussions with team members to develop new ways to combat fraud.
- Conducted reviews of flagged transactions and reports that showed potential suspicious activity.
- Documented investigative findings in reports.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Demonstrated leadership by making improvements to work processes and helping to train others.
Customer Relationship Manager
GoldVip Technologies Pvt Ltd
Gurgaon
06.2015 - 01.2016
- Developed and executed business development plan informed by market and industry research.
- Cultivated strong client relationships, enhancing business development efforts.
- Identified business development opportunities and executed strategies for client acquisition.
- Prepared documentation, reports and logs to identify and manage sales metrics and support process driven activities.
- Addressed inquiries from clients and department team members.
Education
MBA - Marketing And Sales
Amity University
Noida, Uttar Pradesh, India06-2015
BBA - Banking And Insurance
GGS Indraprastha University
New Delhi05-2012
Skills
- Operational Oversight
- Project Planning
- Risk management
- Regulatory Compliance
- Business analysis
- Team Leadership
- Team management
- Team Building
- Team collaboration
- Work prioritization
- Problem solving
- Effective communication
Languages
English
Intermediate (B1)
B1
Hindi
Intermediate (B1)
B1
French
Beginner (A1)
A1
Affiliations
- CSR, SH. Deen Dayal Upadhyay Trust.
Timeline
Manager
Hindustan Facilities Alliance
05.2021 - Current
Business Excellence and Reporting
American Express
02.2020 - 03.2021
Special Handling Specialist
American Express
04.2017 - 01.2020
Dispute and Fraud Analyst
American Express
02.2016 - 03.2017
Customer Relationship Manager
GoldVip Technologies Pvt Ltd
06.2015 - 01.2016
MBA - Marketing And Sales
Amity University
BBA - Banking And Insurance
GGS Indraprastha University