Vrinda Gaur
Mississauga,ON
Summary
Aim to leverage my extensive experience in quality analysis, operations management, and HR to contribute effectively to an organization's growth and success while continuously enhancing my professional skills.
Overview
12
12
years of professional experience
Work History
Sr. BST Analyst Travel & Lifestyle
American Express
01.2019 - 01.2025
- Monitored data ( 20-25 calls & 5-1 chats ) using NICE Splunk and Connex, identifying and locating data for testing to improve client experience
- Worked on platforms: Speechminer/Genesis, OPUS,Nexidia, PSP, Green Screens
- Analyzed chats, calls, and emails for compliance in English-speaking markets including the US, India, Australia/New Zealand, Hong Kong, Singapore, Canada, and the UK
- Interacted with market leaders to bridge gaps and improve analysis effectiveness
- Sorted and analyzed data to highlight discrepancies, enhancing process efficiency and reducing errors
- Participated in test calibration sessions and conducted internal audits
- Prepared sales percentage and AHT reports for team cycles
- Presented leadership with estimated work requirements and process assessor requirements for workload distribution
- Coached and mentored new assessors, familiarizing them with process tools and best practices
- Streamlined reporting processes for new and international processes by developing SOPs
- Generated reports detailing findings and recommendations.
Manager Operations
Paras International Consultants
09.2016 - 04.2018
- Provided inspired leadership and assisted HR with recruiting by managing sub-agent requirements
- Ensured compliance with legal and regulatory documents for 30-35 candidates daily by conducting PCC and GAMCA medical checks
- Oversaw work distribution for medical and emigration clearance processes
- Managed correspondence with companies regarding procedure completion
- Tracked trends and suggested enhancements to both challenge and refine company's product offerings.
- Assisted in recruiting, hiring and training of team members.
- Negotiated price and service with customers and vendors to decrease expenses and increase profit.
Senior Credit Analyst
American Express
07.2015 - 07.2016
- Analyzed credit history to set credit limits for US American Express account holders, including Hollywood celebrities, NBA players, Law firms to avoid declining of their card limits.
- Carried out the Special Review Code (REV code) Identification Process for American Express US Charge/Corporate and Open Cards.
- Updated account statements and analyzed client credibility based on reports from Transunion, Equifax, and Experian
- Reviewed and managed credit rating based on Google reviews for the clients to check the net worth for uninterrupted card services.
Credit Analyst
American Express
05.2013 - 12.2014
- Managed accounts for prominent US market clients, including privilege adjustments
- Contributed to innovation forums and participated in team-building activities
- Trained new employees and reviewed the credibility of high-profile clients
- Worked on platform: Green Screen & PSP
- Made decisions and recommendations about extending lines of credit.
- Reviewed and approved credit applications to keep organization profitable.
- Reviewed credit reports to comprehensively view card holders background check, ' credit history and identify potential red flags.
Education
M.B.A -
Indian Institute of Planning & Management
New Delhi, India12.2012
BBA -
Graphic Era University
Dehradun, India12.2010
Skills
- Credit Analysis
- Process enhancement
- Documentation and reporting
- Team collaboration
- Microsoft office
- Excel proficiency
- Deadline adherence
- Decision-making
- Audit support
- Attention to detail
- Report preparation
- Verbal and written communication
Websites
Awards And Scholarships
- Peer to Peer Award, 12/2024
- Awarded Top performer, 06/2024
- GEO Five Star Award 2020, 12/2020
- Appreciation for CEATT 2020, 04/2020
- Reward Blue by Dean Vocaturo (VP/GM - Global Engineering & Operations), 12/2020
Languages
English
Full Professional
Hindi
Native or Bilingual
French
Elementary
Timeline
Sr. BST Analyst Travel & Lifestyle
American Express
01.2019 - 01.2025
Manager Operations
Paras International Consultants
09.2016 - 04.2018
Senior Credit Analyst
American Express
07.2015 - 07.2016
Credit Analyst
American Express
05.2013 - 12.2014
M.B.A -
Indian Institute of Planning & Management
BBA -
Graphic Era University
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