Summary
Overview
Work History
Education
Skills
Affiliations
Accomplishments
Other Details
Timeline
Generic

Shivank Bhardwaj

New Delhi

Summary

Results-oriented Lead Analyst with expertise in data analysis, compliance monitoring, and performance reporting. Proven track record in delivering actionable insights and leading cross-functional teams to drive process improvements and enhance service delivery.

Skilled in managing case work allocation and collaborating with internal teams to resolve client issues efficiently. Committed to leveraging analytical insights to support strategic decision-making.

Overview

6
6
years of professional experience

Work History

Lead Analyst

American Express
Gurgaon
09.2021 - Current
  • Efficiently managed daily operations for corporate clients, serving as the Program Administrator and Authorized Signatory, while ensuring timely and accurate servicing, maintenance, and reporting via email within defined turnaround times (TATs).
  • Monitor ongoing program activities to ensure strict compliance with internal policies and external regulatory requirements.
  • Serve as the primary liaison between Program Administrators, internal teams, and external vendors to streamline communication and service delivery.
  • Compile and present weekly and monthly performance reports, highlighting trends, identifying key areas, and recommending process improvements.
  • Lead cross-functional coordination for issue resolution and escalation management, ensuring swift and effective closure of client concerns.
  • Proficient in multiple American Express platforms including: GlobeStar, MYSU, CAS, @work, CLIC, Monocle, GSP, CHC, GNA, and Global Dispute Management (GDM).
  • Perform critical pre-screening checks before executing updates across corporate hierarchy levels to ensure data integrity.
  • Manage case work allocation by manually distributing cases 5–7 times daily using Microsoft Excel to balance workloads across teams.
  • Provide actionable insights through data analysis of team performance, quality, and case volumes to support strategic decision-making.
  • Publish daily productivity reports including Work Status, Aging Cases, and CTR and UPH Reports to enhance transparency, monitor performance trends, and support management in tracking progress.

GST Corporate Helpdesk, Business Operation Analyst

American Express
Gurgaon
08.2019 - 09.2021
  • Independently handle all GST-related customer queries across the Indian market through personalized email correspondence.
  • Register new corporate GSTN details during client onboarding, ensuring accurate setup from the outset.
  • Solely responsible for validating all corporate GST information during onboarding, ensuring full compliance and accuracy.
  • Manually generate GST invoices and credit notes for corporate clients when automation is not feasible.
  • Share soft copies of GST documents with clients on a monthly basis or as requested, ensuring timely access to tax records.
  • Manage end-to-end process for automation readiness by collating and maintaining updated card member data for GST invoice/credit note processing.
  • Serve as the single point of contact for 33 SEZ corporate clients, resolving all input tax credit concerns efficiently.
  • Handle manual GST reversals monthly for AMEX charges billed to SEZ clients, ensuring compliance with SEZ tax policies.
  • Collaborate closely with the EY GDS Tax Team on complex tax-related inquiries, acting as a key operational liaison.
  • Create, consolidate, and distribute detailed tax reports for corporate clients, ensuring accuracy and timeliness in monthly reporting to the EY GDS Tax Team.
  • Experienced in AXIOM/GlobeStar platforms for executing monthly GST adjustments to card accounts.
  • Sole handler of all AXIOM-related client queries, delivering quick resolution and technical guidance.
  • Proficient in tools such as GSPC and Global My Setup (JAPA Market) for data access and extraction of card member information.
  • Lead trainer for new employees in the GST process, providing hands-on instruction and full tool/process orientation.
  • Publish critical daily reports including Work Status, Aging Cases, and CTR Reports for three core teams: Corporate Servicing, HVPM, and CCPO.

Education

MBA - Finance

Institute of Management Technology
Ghaziabad

BBA - Accounting and Finance

Guru Gobind Singh Indraprastha University
New Delhi Institute Of Management

High School Diploma -

Sahoday Sr. Sec. School (CBSE)
New Delhi

Skills

  • Data analytics and reporting
  • Performance reporting
  • Process improvement
  • Case work allocation
  • Customer relationship management
  • Microsoft Excel
  • Compliance monitoring
  • Proficient in using tools such as CLIC, Globestar, GSPC, NPM, GO2, CHC, and WFM

Affiliations

  • Served as the subject matter expert (SME) for the GST process, providing end-to-end training and onboarding support to new team members. Deliver comprehensive insights into the GST workflow, compliance requirements, and the full suite of tools and systems used in daily operations.
  • Guiding and training the team on data management, reporting techniques, and productivity metrics, enabling team members to analyze case work trends, measure performance, and maintain data accuracy.

Accomplishments

  • G1/L2 Rating for 2024-2025|G2/L2 Rating for 2023-2024|
  • Key Contributor for Award on multiple occasions.
  • Achiever of the Month Quarter 3 2023.
  • Excellence Award – November 2024
  • Outstanding Service member Award 2025.

Other Details

  • Languages Known: English and Hindi
  • Date of Birth: February 19th, 1997

Timeline

Lead Analyst

American Express
09.2021 - Current

GST Corporate Helpdesk, Business Operation Analyst

American Express
08.2019 - 09.2021

MBA - Finance

Institute of Management Technology

BBA - Accounting and Finance

Guru Gobind Singh Indraprastha University

High School Diploma -

Sahoday Sr. Sec. School (CBSE)

Similar Profiles

CREATE PROFILE
Shivank Bhardwaj