SUPRIYA SHARMA
Lead Analyst
Delhi
Summary
Results-driven professional with over 12 years of diverse work experience at American Express, Concentrix, and FIS. Currently serving as a Lead Analyst at American Express in India CEN, dedicated to enhancing service levels for end users and colleagues. Seeking a challenging role in a well-managed organization that offers opportunities for skill enhancement, performance excellence, and contribution to transformative initiatives aligned with top management objectives. Eager to showcase expertise and justify suitability for impactful roles within the organization.
Overview
14
14
years of professional experience
Work History
Interim Team Lead
American Express Banking Corporation
01.2017 - Current
- Team handling as an Interim Team Lead in inbound/outbound voice process for AMEX clients.
- Portfolio management for the Premium clients by calling them for onboarding with a welcome call, make them aware about the applications and enrollments that they need to use to use maximum benefit of the card.
- Make the premium clients aware about the value calculator and do the comparison between the subscription charges and ROI.
- Implementing the business changes and mitigating the risks in Global Business Integration and making sure to abide by the RBI rules, handled projects during pandemic for digitalization of voucher, enrollment in moratorium and interest reversals during lockdown.
- Cross skilled in different variants for customer assistance through calls, emails and chat.
- Dispute handling on credit cards for customers, review of supporting documents and sending request for charge back.
- Credit card maintenance for payment concern, KYC update, point redemption, and retention of cards maintaining the save rate.
- Coach and Trainer for new AMEX employees and mentorship in OJT, taking them through process training, mock calls, maintaining V2A scores.
Quality lead
Concentrix
01.2014 - 01.2017
- Chat process for Sprint US Telecom.
- Quality lead for the Pilot Batch in Reliance Jio.
FIS
01.2012 - 01.2014
- Worked for case set up management for American Express as an outsourced partner for US customers.
- Forwarded cases for dispute, settlement, payment arrangement in case of Financial hardship.
Education
BBA -
Bhimrao Ambedkar University
06.2011
Skills
Citrix
Global Service Portal
Global Dispute Management
Globe-star
Griffin
Go2
Tableau
Python
MS Excel and Powerpoint
Area of Exposure/ Expertise
- Team Management
- Training & Quality
- Customer Relationship Management
- Client Servicing
- Stakeholder Management
- Risk Management Compliance Management
- Operation Management
Timeline
Interim Team Lead
American Express Banking Corporation
01.2017 - Current
Quality lead
Concentrix
01.2014 - 01.2017
FIS
01.2012 - 01.2014
BBA -
Bhimrao Ambedkar University