Shaghnika Manna
Gurgaon
Summary
With a proven track record at American Express, I excel in cross-functional process knowledge and team leadership, significantly enhancing team performance. Expert in strategic thinking and relationship building, I've successfully mentored teams towards achieving excellence, demonstrating adaptability and a keen attention to detail in dynamic environments.
Overview
14
14
years of professional experience
Work History
Team Captain
American Express
Gurgaon
10.2024 - Current
- Led team meetings, discussed and delegated tasks to individual team members.
- Organized and facilitated group activities to promote collaboration amongst the team.
- Assisted with developing strategies for new hires by providing them training, coaching providing feedback in timely manner in order to come up with learning curve
- Demonstrating superior global thinking and strong process/quality improvement mindset providing real time floor support
- Responsible for compliance for all process and policies
- Maintained open lines of communication between the team and management.
- Provided feedback and coaching to help develop skillsets among individual members of the team.
Job Content Coach
American Express
Gurgaon
04.2024 - 10.2024
- Provided guidance to participants in order to help them develop their skills and achieve desired goals.
- Created individualized plans and monitored progress of new hires towards set objectives.
- Conducted Process Training to new hires in absence of trainer, conducting 101 coaching & feedback, Daily Team Huddles, Weekly Assessments etc.
- Real Time Floor Support in OJT, handle CM Escalations, Sharing daily/Weekly progress Reports
- Subject Matter Expertise & Effectively Identify Learning and Development Opportunities for New hires
- Partner with LS to work on identifying EWS, performance and Engagement Trends
- Leading by Example, Providing effective support and timely feedback in case of Behaviour or Hygiene concerns identified
- Developed performance plans tailored to individual needs as well as team development requirements.
- Mentored team members in order to build confidence and foster a supportive environment.
Lead Collection Specialist
American Express
Gurgaon
07.2018 - 12.2022
- Reviewed customer accounts and identified delinquent payments for collection efforts.
- Analyzed customer payment trends to identify potential issues and risks.
- Prepared monthly reports for management identifying Payer Drop Trends, Payer Drop Reports, Creating Daily Activity Tracker for the Team, Cycle Wise Payer Drop Report
- Negotiated payment plans with customers in order to reduce delinquencies and maximize Dollar Amount .
- Provided support to other team members regarding collection procedures and policies.
Collection Specialist
Encore Capital Group
Gurgaon
12.2013 - 07.2018
- Reviewed accounts for past due balances and contacted customers to arrange payment plans or collect payments.
- Developed solutions to resolve customer payment disputes or discrepancies.
- Identified delinquent accounts and initiated appropriate collection action in accordance with the company's policies.
Chat Support Specialist
IBM Daksh
Gurgaon
05.2010 - 12.2012
- Assisted customers with technical issues on a wide range of products and services via live chat.
- Provided timely, accurate and professional customer service to all clients.
- Resolved customer inquiries efficiently and effectively within the provided timeframe.
Education
BBA -
NIMS University
06-2018
Skills
- Cross-functional Process Knowledge
- Time Management
- Relationship Building
- Team Building and Leadership
- Communication
- Adaptability
- Strategic Thinking
- Problem-Solving
- Mentoring
- Performance enhancement
- Attention to Detail
Languages
Bengali
First Language
Hindi
Proficient
C2
English
Proficient
C2
Timeline
Team Captain
American Express
10.2024 - Current
Job Content Coach
American Express
04.2024 - 10.2024
Lead Collection Specialist
American Express
07.2018 - 12.2022
Collection Specialist
Encore Capital Group
12.2013 - 07.2018
Chat Support Specialist
IBM Daksh
05.2010 - 12.2012
BBA -
NIMS University
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