Summary
Overview
Work History
Education
Skills
Timeline
Generic

VANEET CHOPRA

Master Analyst
Amritsar

Summary

Interact with customers to provide information in response to inquiries about products and services and to handle and resolve complaints. Worked on different skills in the same organization Customer obsessed, Focused on new developments in my field. Worked as interim resolution specialist (Team lead) in the previous organization (Amazon.com). Currently working as a master Analyst with American Express. Adept at creating requirement strategy, scope, plan along with managing business resources and end-to-end business analysis Effective and motivational with the proficiency in leadership and collaborative Work.

Overview

5
5
years of professional experience
1
1
Language
42
42
years of post-secondary education

Work History

Master Analyst

American Express
Gurgaon
06.2020 - Current
  • Associated with the CBR (Credit Balance Refund Team)
  • Process the refund requests via checks, wires and account transfers before SLA(Service Level Agreement)
  • Resolve Card Members requests as per the policies & procedures to infuse confidence in card members to elevate the customer service experience
  • Provide functional expertise and ongoing support to operations and cross functional initiatives
  • Handle Credit Balance refund requests with integrity & within specified timeframes
  • Appropriate evaluation of Credit Balance Refund requests by analyzing available Information, and towards prevention of losses to the Company
  • Highlight issues through feedback and recommend changes in workflows, procedures, service levels, based on customer demands to meet their needs and ensure quality service is always given
  • ACCOMPLISHMENTS
  • Supervised team of 23 staff members
  • Used Microsoft Excel to monitor daily performance of the associates aligned to me
  • Awarded as the best performer for Qauter3-2019
  • Been the top performer consistently for 5 consecutive months of production
  • Ranked among top 3 associates in team within 3 months of production to the new process
  • Worked on the multiple projects of automating the process to reduce the time frame to resolve the Card Member’s query and successfully meet the SLA.

Analyst

American Express
Gurgaon
08.2019 - 06.2020
  • Associated with Pilot batch for MR (Membership rewards) program for US market
  • Successfully Migrated the process from the partner site to Proprietary
  • Reduced the CTR (Case Time resolution) from 6.9 to 3.3 to enhance the customer experience
  • Responsible for the critical role of partner spoc for partner liaisoning on daily bases.

Resolution Specialist

Amazon Development Centre Noida
07.2017 - 08.2019
  • Worked for the North American Retail process with the medium of Chat and Messages
  • Worked as an associate for the Amazon Go, Cashless store (First of its type)
  • Cross skilled to deal with the North American Customers with the medium of Chat
  • Worked for the CAP Team (A team to handle the customers with bad outstanding on their account)
  • Handled the team of 27 associates as a Resolution specialist for the north American retail Team (Chat)
  • Real time monitoring of schedule deviations like Breaks, Absenteeism, Late logouts, Early Logins
  • Produce daily, weekly and Monthly reports on Performance goals.

Education

High School Diploma -

Manav Public School

B.E - Computer Science

Chandigarh University

Skills

Team leadershipundefined

Timeline

Master Analyst

American Express
06.2020 - Current

Analyst

American Express
08.2019 - 06.2020

Resolution Specialist

Amazon Development Centre Noida
07.2017 - 08.2019

High School Diploma -

Manav Public School

B.E - Computer Science

Chandigarh University

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VANEET CHOPRAMaster Analyst