Assumed the responsibility of expanding the Business Self-testing program to new portfolios within GCS, participating in the design and enhancement of testing methods. Oversaw the expansion across a diverse portfolio combining sales and servicing. Spearheaded the testing expansion into four distinct portfolios, spanning APAC, EMEA, and the US. Orchestrated the team's management for implementing the expansion and achieved successful outcomes with proficiency.

Conducting Business Self Testing for sales and servicing calls involving US SMEs and US Corporates. Facilitating and engaging in weekly/ad-hoc process calibrations with the business to ensure seamless operations. Compliance and Quality checks encompass testing, remediation, trend analysis, and close collaboration with business teams to enhance compliance performance.

Credit and Collection Specialist (GCA), As a frontline colleague, ensure maximum recovery on card member accounts through both inbound and outbound contact via chat portal. Consistently meet metrics on VoCM, Quality, Contact Rate, and Collections, handling calls comprehensively to ensure customer satisfaction.

Credit bust-out (CBO) research analytics examine accounts using various real-time data points to profile individual cardholders, comprehending their behaviours and activity rationales. These parameters assist in evaluating associated risks and, ultimately, in averting potential losses.