Harsh Marandi

Experience

• 

  Genpact

  Jul 2015 - Jan 2020

  1. **Policy and Procedure Development:** Develop and update collection policies and procedures. 2. **Training and Development:** Provide training on best practices and regulatory compliance. 3. **Performance Monitoring:** Monitor and coach collection agents for improved performance. 4. **Compliance Management:** Ensure adherence to debt collection laws and regulations. 5. **Strategy Development:** Develop effective strategies for maximizing collections while minimizing risks. Show less 1. **Process Improvement:** Analyzing existing processes to identify inefficiencies and areas for improvement.2. **Documentation:** Documenting current processes and creating standardized procedures for workflows.3. **Automation:** Implementing automation solutions to streamline processes and increase efficiency.4. **Training:** Providing training to team members on new processes and procedures.5. **Data Analysis:** Analyzing data to measure process performance and identify areas for optimization.6. **Quality Assurance:** Ensuring that processes meet quality standards and compliance requirements.7. **Continuous Improvement:** Continuously monitoring and evaluating processes to identify further enhancements. Show less

  • Subject Matter Expert

    Mar 2019 - Jan 2020

  • Process Developer

    Jul 2015 - Mar 2019
• 

  American Express

  Jan 2020 - now

  - Handle escalated issues such as complex balance explanations, payment allocation, overpayments, and plan cancellation requests outside of guidelines.- Manage disputes related to account suspension impacts, multiple plan impacts, and credit balance refunds affecting plans.- Monitor calls weekly, providing feedback to customer care representatives and flagging any product-related issues to relevant teams.- Provide analytical support for customer-first initiatives, colleague engagement, and collaborate with product teams.- Support Pay It Plan It calls on a weekly/monthly basis or as needed based on call volume.- Summarize top escalations monthly, providing examples to the RF team and offering insights and recommendations for first call resolution. Additionally, proactively identify gaps in card member and customer servicing experience. Show less

  • Lead Business Analyst- Plan-It

    Jan 2023 - now

  • Lead CCP | DAP | CEN

    Jul 2022 - Jan 2023

  • Auxiliary Analyst | Plan It | GBI

    May 2022 - Jan 2023

  • Master CCP | DAP | CEN

    Jul 2021 - Jul 2022

  • Senior CCP | DAP | CEN

    Jan 2020 - Jul 2021