Nitya C Email & Phone Number

New York City Metropolitan Area

Part of American Express’ first line of defense within its Risk Management framework, supporting Enterprise Digital Acquisition platforms/products where I'm responsible for leading the development and implementation of early risk detection and prevention tools to enable sustainable growth and best-in-class customer experience while maintaining an effective and efficient control environment.

Greater New York City Area

Leading high-profile projects to drive revenue growth through expansion & enhancement of Cardmember referral capabilities/programs globally.In 2020-2021, I managed the Global Referral Offer personalization roadmap and led different project teams in rolling out different personalization capabilities and campaigns with increased efficiency and speed to market.

Gurgaon, India

• Operationalize Change: Enable International Marketing & Campaign Consulting Teams to maximize benefits of system enhancements/changes and minimize the impacts through analysis, proactive planning, timely & relevant communication and flawless execution. Also includes grasping complex technical issues and communicating directly with technical teams and solutions back to non-technical audiences• Process Efficiency: Identify process efficiencies leading to better marketer experience and improve speed to market and bring them to completion by driving the alignment and prioritization.• Operational Controls: Improve the control environment by ensuring adherence to the self-audit requirements, coordinating the assessment activities and creating the awareness of the risks, processes etc., • Maximize Relationships: Strong collaboration and partnership with key stakeholders • Engage with business partners to gather requirements, assess needs/impacts and create/maintain/enhance the documentation related to various projects• Delivering projects within established plan and defined timelines

Gurgaon, India

Responsible for User Acceptance Testing on behalf of the Business, playing a key role in all projects including new systems, product launches, migrations or loyalty initiatives. Strong relationships with various internal business partners, technical partners and vendors while:• Facilitating workshops to identify and define testing needs. • Create Test Plans and supporting documentation, and where required collaborating with our System Test colleagues, to ensure the most effective use of resources and test coverage. • Writing scenarios, conditions, and end to end business process based test scripts from business requirements.• Identifying and/or creating test data for each required test process. • Executing test scripts in accordance with the Test Approach and recording results in HP Quality Centre or other test management tool. • Adhering to the Defect Management Process

Gurgaon, India

Handled the Membership Rewards back-office maintenance across 4 markets (Australia, New Zealand, Hong Kong, Singapore). Worked closely with the Marketing teams on product launches & new schemes. Also partnered with the team in creating ‘value offers’ for Card members.

Gurgaon, India

As a Disputes Analyst, I helped Cardmembers resolve credit card disputes with various Service Establishments in the US Retail, Mail Order & Services Sector. This involved end to end processing of a dispute which involved communication with the Cardmembers and Merchants to arrive at a fair decision on credit card charges. I handled multiple projects whilst in this role too. Some of the important projects included:• Customer Experience Improvement Plan-SME leading a team of 15 analysts to sample cases, conduct one-on-one coaching and feedback based on the sample cases, deliver group learning and feedback session, share results & inputs with the Team leaders and Director in Governance meetings and designing and conducting assessments to check understanding of the process/feedback.• Defect Elimination- In depth data analysis to remove errors in automation.• As SME for a new-hire team, I helped in leveraging best practices which led to a noticeable difference in the Compliance performance of the team.• Supporting third party vendor in creation of letter portal for the process.• Quality monitoring role in team-Weekly sampling of cases for each team member. Results were shared in a monthly presentation.

Bachelor'S Degree, Commerce

Masters In Business Administration, Marketing, Finance