Summary
Overview
Work History
Education
Skills
Certification
Areas of Expertise
Timeline
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Rahul Misra

Brampton,Canada

Summary

Dynamic and results-driven finance professional with over 15 years of progressive experience in credit analysis, risk management, and customer relationship management across global markets. Adept at leveraging advanced analytical skills, industry certifications (LLQP), and a proven track record in minimizing risk and optimizing profitability for leading financial institutions such as American Express. Demonstrated expertise in managing complex portfolios, negotiating high-value accounts, and delivering superior client solutions. Recognized for strong leadership, cross-functional collaboration, and the ability to drive team performance in fast-paced, multicultural environments. Committed to continuous professional development and delivering exceptional value to clients and stakeholders.

Overview

14
14
years of professional experience
1
1
Certification

Work History

Corporate Credit Analyst

American Express Canada
10.2023 - Current
  • Analyze client portfolios and prioritize the dunning process with Commercial Credit teams to minimize portfolio losses.
  • Serve as the primary point of contact for corporate card customers and large corporate clients, managing complex credit-related inquiries and issues.
  • Collect and negotiate overdue payments, enabling spends, offering resolutions, and fostering responsible payers while maintaining a customer-first approach.
  • Demonstrate excellent consultation, persuasion, and negotiation skills in all client interactions, with a strong and professional phone presence.
  • Communicate clearly and effectively in one-to-one conversations, engaging in complex discussions and delivering superior verbal communication.
  • Process and communicate credit decisions to relevant teams, recommending cancellation or suspension of spending privileges when necessary.
  • Make profitable spend decisions based on risk assessment and card member profiles.
  • Handle both incoming and outgoing calls for credit-related matters in a fast-paced, flexible work environment.
  • Conduct detailed account research and apply analytical thinking to handle complex account information, ensuring accuracy and compliance.
  • Utilize keen attention to detail and perform basic math functions to identify solutions and close gaps in account management.
  • Demonstrate strong computer skills, working efficiently in a multi-pane Windows environment and using advanced CRM tools.
  • Maintain and exceed monthly targets through effective teamwork, strong interpersonal skills, and a collaborative approach.
  • Work collaboratively with internal teams to deliver superior customer experience while balancing shareholder value.

Customer Service Representative

American Express Canada
07.2022 - 09.2023
  • Delivered exceptional service to U.S. customers in a high-volume, structured environment, consistently achieving top-tier customer satisfaction scores.
  • Consulted with card members to understand their unique needs, providing tailored solutions and reinforcing card membership benefits, resulting in increased customer engagement and retention.
  • Enhanced key selling skills by building rapport, overcoming objections, and closing sales, contributing to an increase in product uptake and cross-sell opportunities.
  • Addressed general and account-specific inquiries with clarity and professionalism, ensuring accurate updates to customer accounts and first-contact resolution.
  • Leveraged CRM tools and data analytics to identify custom solutions, anticipate customer needs, and proactively resolve issues.
  • Consistently exceeded performance goals, including customer survey results, sales rates, compliance, and productivity targets.

Senior Credit Analyst (AU/NZ Market)

American Express Pvt. Ltd.
04.2018 - 04.2022
  • Managed pre-authorization requests and limit override decisions, enabling responsible spending for high-value accounts in the AU/NZ market.
  • Negotiated and collected overdue balances on credit risk accounts, achieving an improvement in recovery rates while maintaining adherence to company policies.
  • Developed and implemented alternative payment arrangements for customers in financial difficulty, reducing delinquency rates and supporting customer retention.
  • Recommended suspension or cancellation of spending privileges as needed, communicating decisions clearly and empathetically to clients.
  • Raised recommendations for fee waivers and write-offs when justified, balancing customer goodwill with organizational risk objectives.
  • Consistently achieved performance targets for call monitoring, collection effectiveness, and productivity, earning recognition for excellence in risk management.

Senior New Accounts Specialist (US Market)

American Express Pvt. Ltd.
01.2017 - 04.2018
  • Processed new card applications efficiently and accurately, ensuring compliance with regulatory standards and timely service delivery.
  • Conducted thorough background checks and data verification to prevent fraudulent activity, safeguarding company and customer interests.
  • Provided feedback and recommendations to improve workflows and service levels, leading to enhanced process efficiency and customer satisfaction.
  • Facilitated team knowledge sharing through regular huddles and updates, fostering a collaborative and informed work environment.
  • Consistently met or exceeded metrics for application processing, customer service, and quality assurance.

Social Media Customer Service Manager

Samsung Electronics
09.2015 - 07.2016
  • Led and developed a team of 20+ social media specialists, ensuring consistent, brand-aligned customer support across platforms including Facebook, X (Twitter), Instagram, and YouTube.
  • Reduced average response time by 50% by implementing streamlined workflows and leveraging social CRM tools (e.g., Sprinklr, Social studio Etc.).
  • Designed and executed social media strategies that increased positive customer interactions and improved brand reputation.
  • Partnered with product, marketing, and PR teams to manage crisis communication and protect brand reputation during high-impact incidents.
  • Analyzed customer sentiment and feedback to identify product pain points and delivered insights to product and UX teams for continuous improvement.
  • Developed and executed social media response strategies during product launches and service outages, enhancing customer transparency and engagement.
  • Analyzed team performance metrics and implemented process improvements, reducing response times and enhancing customer satisfaction.
  • Utilized data analytics tools to generate weekly reports, tracking KPIs such as response rates, resolution times, and customer satisfaction.
  • Prepared and presented monthly reports on team achievements and customer feedback to senior management.

Social Media Community Manager (Service)

Samsung Electronics
05.2013 - 08.2015
  • Responded to customer inquiries and complaints on social media platforms, ensuring timely and effective resolutions that enhanced customer loyalty.
  • Coordinated with internal departments to resolve complex issues, acting as a key communication point during product safety recalls.
  • Drove positive customer engagement and experience, contributing to an increase in customer satisfaction scores.
  • Developed and shared best practices for social media customer service, improving team performance and consistency.

Dispute Resolution officer (VOC – Case Manager)

Samsung Electronics
07.2012 - 05.2013
  • Managed escalated customer complaints from call centers and service centers, resolving issues in accordance with Australian Consumer Law (ACL).
  • Coordinated service centers and spare parts departments to expedite repairs and ensure customer satisfaction.
  • Focused on delivering positive customer experiences, resulting in a notable reduction in repeated complaints and escalations.

Technical Support Specialist - Brown goods

Samsung Electronics
05.2011 - 06.2012
  • Served as the first point of contact for technical support on Samsung TVs and home theaters, providing expert troubleshooting and solutions.
  • Trained and coached new employees, enhancing team technical knowledge and customer service skills.
  • Managed escalations and ensured high-quality resolutions, contributing to improved customer loyalty and reduced churn.
  • Oversaw break schedules for a team of 30+ agents, optimizing operational efficiency.
  • Conducted quality assurance reviews to ensure adherence to service standards and best practices.

Education

Diploma - Business Management

Australian Vocational & Learning Centre
05.2014

Certificate IV - Hospitality Management (Commercial Cookery)

Holmes Institute
11.2010

Diploma - Hospitality Management

Holmes Institute
05.2009

Skills

  • CSP, SAP, Salesforce Social Studio, Lexis Nexis
  • Microsoft Office Suite: Excel, Word, PowerPoint, Access, Outlook

Certification

Life License Qualification Program (LLQP), Canada, 2025

Areas of Expertise

  • Credit Risk Analysis
  • Financial Advisory
  • Corporate Account Management
  • Dispute & Complaint Resolution
  • Customer Satisfaction Optimization
  • Fraud Prevention
  • Team Leadership & Coaching
  • Cross-functional Collaboration
  • Global Markets Insight

Timeline

Corporate Credit Analyst

American Express Canada
10.2023 - Current

Customer Service Representative

American Express Canada
07.2022 - 09.2023

Senior Credit Analyst (AU/NZ Market)

American Express Pvt. Ltd.
04.2018 - 04.2022

Senior New Accounts Specialist (US Market)

American Express Pvt. Ltd.
01.2017 - 04.2018

Social Media Customer Service Manager

Samsung Electronics
09.2015 - 07.2016

Social Media Community Manager (Service)

Samsung Electronics
05.2013 - 08.2015

Dispute Resolution officer (VOC – Case Manager)

Samsung Electronics
07.2012 - 05.2013

Technical Support Specialist - Brown goods

Samsung Electronics
05.2011 - 06.2012

Certificate IV - Hospitality Management (Commercial Cookery)

Holmes Institute

Diploma - Hospitality Management

Holmes Institute

Diploma - Business Management

Australian Vocational & Learning Centre

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Rahul Misra