Summary
Overview
Work History
Education
Skills
GL Ratings
Projects
Accomplishments
Certification
Timeline
Generic

MD SHADAB WARSI

Ghaziabad

Summary

With over 8 years of dedicated experience as a Customer Service Representative, Trainer, Subject Matter Expert, and Compliance Analyst, I've honed my skills and successfully mentored numerous new team members in the art of exceptional customer service at Amex, I-energizer and Sam Digitech Pvt. Ltd. I'm passionately committed to contributing to the continued growth and success of my company, and I'm eager to be a vital part of any forward-thinking initiatives with unwavering dedication.

Overview

11
11
years of professional experience
1
1
Certification

Work History

Compliance Analyst

American Express
04.2022 - Current
  • Uncover Excellence: Delve into the world of Small Business and Corporate Programs to audit and fine-tune Valgen calls
  • Craft Connection: Be the creative mind behind engaging email communications, monthly newsletters, and exciting announcements of activity winners
  • Powerful Engagement: Design, organize, and execute captivating engagement activities for our valued Customer Care Professionals (CCPs)
  • Ignite Knowledge: Take the lead in conducting compliance training sessions for both our new recruits and our seasoned, skilled CCPs
  • Data Insight Dynamo: As a dedicated team member, I was also responsible for generating and disseminating monthly audit reports, providing critical insights and updates to keep our operations on track
  • Proactive Error Prevention: In addition, I took the initiative to forecast potential errors based on the audit reports and proactively sent reminders to our CCPs, helping them avoid mistakes and maintain top-notch performance.

Master Customer Care Professional @ US PA Servicing

American Express
02.2017 - 03.2022
  • Empowered Program Administrators in efficiently overseeing their corporate programs within the dynamic US market
  • Provided comprehensive support by delivering spend reports, compiling essential data for annual budgeting, and offering insights on expenditure allocation across various categories
  • Streamlined financial processes by assisting with bill payments, facilitating card dispute resolutions, and orchestrating card replacements
  • Leveraged data analytics to recommend optimal products tailored to individual purchase histories, ensuring our clients received the most valuable solutions for their needs.

Sr. Customer Service Executive

Sam Digitech Pvt. Ltd.
01.2016 - 12.2016
  • At [Food & Data Entry Company], I played a pivotal role in ensuring a seamless experience for our customers across the United States
  • I assisted callers in placing their food orders from a variety of outlets, catering to their unique preferences and requirements
  • Additionally, I adeptly managed customer feedback, addressing concerns related to food quality, and always striving to enhance their dining experience
  • Furthermore, I was given the privilege to undergo training in the art of upselling, skillfully guiding customers to discover and enjoy additional food items, thus contributing to both their satisfaction and the company's success.

Sr. Customer Care Representative

i-energizer
10.2013 - 12.2015
  • At Credit One Bank, I played a pivotal role in ensuring the satisfaction of our valued credit card members
  • My responsibilities included assisting members with a range of account maintenance tasks, from facilitating card cancellations, guiding them through the card application process, and processing payments, to skillfully resolving challenges related to charge declines
  • Furthermore, I had the privilege of sharing my expertise by training new hires in the art of customer service excellence
  • It's worth noting that I achieved the remarkable distinction of being honored as the 'Epic Call Winner' not just once, but twice, highlighting my commitment to excellence and exceptional service.

Education

MA Mass Communication -

Swami Vivekanand Subharti University
12.2022

MA English -

Swami Vivekanand Subharti University
12.2020

Bachelor's Degree in Mass Communication -

Guru Jambeshwar University of Science & Technology
12.2016

Skills

  • Operations Support
  • Compliance understanding
  • Training delivery
  • Internal Auditing
  • Compliance protocols
  • Project Management

GL Ratings

G2/L2 2023

Projects

1- Non-Recurring Billing , Manage a Merchant Block - 

I spearheaded a transformative project within CSO, addressing a critical gap in merchant block procedures for our Customer Care Professionals (CCPs). Collaborating seamlessly with CMSI, we successfully introduced a groundbreaking solution. This included the creation of a comprehensive CHC (Colleague Help Center) article, which not only streamlined the process but also served as a valuable resource for our team. Our collective efforts resulted in a significant enhancement to efficiency and customer service quality, exemplifying our commitment to innovation and problem-solving.

2- Complaint's Capture session for USPA and LMS-

In Q1 2024, I mentored and collaborated with tenured CCPs in Large Market Servicing and USPA to cover Complaints Capture Compliance Sessions across LOBs in India. This Project helped reduce number of complaint capture errors in these two LOBs in India. Till date LMS and USPA does not have a complaints errors post the session.

Accomplishments

  • Q1 CMS Greatest Team Contributor Award 2024
  • Q2 Tribute Team Award 2023
  • Compliance Team Won H1 Ambassador Award 2023
  • Q1 Special Recognition Award 2023
  • Received Blue Rewards Points on few occasions from Management

Certification

  • Project Management Foundations
  • What is Business Analysis?
  • Coaching Skills for Leaders and Managers
  • Leadership Foundations
  • Coaching Skills for Leaders and Managers
  • The Six Morning Habits of High Performers

Timeline

Compliance Analyst

American Express
04.2022 - Current

Master Customer Care Professional @ US PA Servicing

American Express
02.2017 - 03.2022

Sr. Customer Service Executive

Sam Digitech Pvt. Ltd.
01.2016 - 12.2016

Sr. Customer Care Representative

i-energizer
10.2013 - 12.2015

MA Mass Communication -

Swami Vivekanand Subharti University

MA English -

Swami Vivekanand Subharti University

Bachelor's Degree in Mass Communication -

Guru Jambeshwar University of Science & Technology

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MD SHADAB WARSI