· Collaborated with onsite partners to design a workflow for online retail partner 'Rakuten', with the goal of driving $215 million in business via American Express card network for H1 2023.· Received the Director's Team Award for providing support during the high tide of Shop Small – LACC & Merchant Invoicing.· Provided training to new joiners and performed quality checks on the work items processed by them.· Implemented process improvement ideas by incorporating Response Repository OCMT (Salesforce).· Developed a reporting framework to generate weekly reports, which are shared with global partners to highlight campaign performance for top contributing offer complaints.· Conducted extensive root cause analysis of campaign non-fulfilment to increase customer satisfaction and retention, aligning with the organization's goal of prioritizing customers.

· The job involves monitoring and improving the customer experience process, including both voice and non-voice channels, with the aim of reducing customer churn and ensuring proper budgeting and streamlining of benefits. This monitoring is specifically for the pilot batch of a new product recently launched in the UK market.· Key deliverables of the monitoring process include managing the provisioning campaigns, escalation campaigns, and billing & payment cycles, with the goal of mapping the entire customer journey.· Bi-weekly compliance checks and mapping of processing according to on-shore sops are also critical responsibilities.

· The job involves actively monitoring associates during customer interactions over voice transactions.· Created a quality sheet with macros to conduct daily audits of all lines of business (LOBs).· Perform live barging and snooping on alternate days to enhance overall net promoter score (NPS).· Conduct daily assessments and dip checks, providing real-time feedback to associates on their transactions, and assessing overall metrics for TNIs. Document a planner based on these assessments.· Facilitate real-time dissemination of process and product updates and changes to the team.· As a senior associate in the customer escalations team, responsibilities include handling grievances from the CEO’s desk or various social handles like playstore and twitter.· The primary role is to ensure exceptional customer experience by resolving escalations and concerns, even if it means going beyond standard practices.· The transition from operations to quality team occurred in September 2018 due to consistent performance.