I like to explore new places and cultures
Tania Singha
Lead Analyst
Kolkata
Summary
Dynamic Analyst with a proven track record at American Express, enhancing operational efficiency and customer satisfaction. Expert in financial adjustments, risk mitigation, and process improvement, leveraging analytical skills and adaptability. Excelled in complaint resolution and interpersonal communication, significantly contributing to team knowledge and client service excellence.
Overview
14
14
years of professional experience
3
3
years of post-secondary education
3
3
Languages
Work History
Lead Analyst
American Express, Global Commercial Services
Gurgaon
04.2022 - Current
- Analyst, Commercial and Merchant Servicing
- American Express, Gurugram, Haryana
- As a part of my current job role, I cater to the selected elite Corporate clients to carry out financial adjustments in accordance with compliance and local market guidelines.
- I research and recommend process improvements designed to mitigate operational and financial risk.
- Document procedures and business processes and share information with appropriate teams.
- Identify and resolve problems through thorough research.
- Maximize team knowledge and productivity by monitoring peers/trainees in application of best Practicesices and regulatory protocols.
Customer Care Professional Tier 4
American Express, Global Commercial Services
Gurgaon
02.2019 - 03.2022
- Responsible for taking care of selected elite Corporate clients portfolios and take care of any service requests.
- Reach out to partner banks across EMEA region to provide seamless service to clients
- Manage centralised mailbox and smooth distribution of any unattended complain/requests.
- Served as a reliable resource for colleagues by readily offering assistance and support when needed, demonstrating strong teamwork skills.
- Provided excellent support to customers, troubleshooting technical issues and guiding them through resolution steps.
Lead Reconciliation Analyst
American Express India Private Limited
Gurgaon
10.2017 - 01.2019
- Effectively handle client inquiries on payment disputes and reconcile respective credit card accounts.
- Collaborate with various internal departments to provide a smooth and seamless customer experience.
- Proved successful working within tight deadlines and fast‐paced atmosphere.
- Participated in continuous improvement by generating suggestions, engaging in problem‐solving
Lead Customer Care Professional
American Express
Gurgaon
07.2013 - 09.2017
- Assisting US clients with their credit card accounts through chat. Train newbies as an SME (Subject
- Matter Expert). Review chats of new joiners and provide feedback accordingly.
- Resolved problems, improved operations and provided exceptional service.
- Delivered exceptional level of service to each customer by listening to concerns and answering questions.
- Served as a subject matter expert within the organization, advising colleagues on best practices for delivering exceptional customer care experiences.
Senior Practitioner
IBM Global Process Services Ltd
Gurgaon
07.2011 - 07.2013
- Handling Prestigious Clients Google and YouTube and review their web Ads and videos as per the
- Agreement. Reviewing and Approving Google Ad‐Words online Advertisement according to Google
- Policies for different Countries.
- Solving issues based tickets of customer queries within specific TAT. Cross Check all videos and remove
Education
Bachelor of Arts - English
North Bengal University
Siliguri, India 05.2005 - 05.2008
Skills
Analytical skills
Adaptability
Interpersonal communication
Complaint resolution
Excel proficiency
Documentation and reporting
Accomplishments
- Won "Best Performer Award" at IBM in 2013.
- Earned "Ambassador of the Quarter" (Oct 2016 – Dec 2016) for outstanding performance at American Express.
- Received "First Colleague to Certify" award in January 2018 with the US Reconciliation Team, American Express.
- Recognised as "Stand-Out Performer" in the CBR Ringfence Q2 – 2023.
- Awarded "Star of the Month" in the CBR Ringfence for April 2023.
Interests
I enjoy participating in adventure activities
I am an avid reader
Timeline
Lead Analyst
American Express, Global Commercial Services
04.2022 - Current
Customer Care Professional Tier 4
American Express, Global Commercial Services
02.2019 - 03.2022
Lead Reconciliation Analyst
American Express India Private Limited
10.2017 - 01.2019
Lead Customer Care Professional
American Express
07.2013 - 09.2017
Senior Practitioner
IBM Global Process Services Ltd
07.2011 - 07.2013
Bachelor of Arts - English
North Bengal University
05.2005 - 05.2008
Similar Profiles
Jeremy HirshonJeremy Hirshon
Concierge at American Express, Global Commercial ServicesConcierge at American Express, Global Commercial Services
Adonis AvilaAdonis Avila
Business Consultant at American Express, Global Commercial ServicesBusiness Consultant at American Express, Global Commercial Services
Christina CuddyChristina Cuddy
Manager of Business Development at American Express, Global Commercial ServicesManager of Business Development at American Express, Global Commercial Services