Sangeeta Sharma

Experience

• 

  Heartland Information Services Pvt Ltd.

  Jan 1999 - Feb 2004

  Sr. Medical Transcriptionist

  Transcribed the medical records of the patients and audited the transcripts of the new team members.

• 

  Concentrix (IBM Global Process Services)

  Feb 2004 - Feb 2007

  Sr. Analyst Operations

  Worked with the Quality team of one of the top Health Insurance Cos of USA, and did audits of adjudicated claims for them.

• 

  American Express

  Feb 2007 - Oct 2017

  In my role as Quality Analyst, I played a significant role in ensuring the quality and efficiency of American Express' partner vendors by conducting BST testing on multiple parameters. Working collaboratively with both internal teams and external vendors, calibrated performance to optimize overall results. My responsibilities also included end-to-end testing of US Disputes, where I diligently monitored calls and transactions to identify and communicate error themes, thus minimizing error opportunities and enhancing customer satisfaction. By providing stakeholders with a comprehensive understanding of dispute procedures, contributed to the overall efficiency of the dispute resolution process. Additionally, conducted quality framework sessions for new hires, facilitating their seamless integration into the organization and setting a high standard for customer care and service excellence. Show less As a Premier Dispute Analyst at American Express, I was responsible for responding to Cardmember inquiries through written communication, ensuring prompt and accurate resolution of their concerns. My role encompassed handling cases from various industries, spanning both legacy and Triumph platforms. Through my dedication to delivering extraordinary customer care, consistently prioritized customer needs, fostering long-lasting relationships with Cardmembers. My keen analytical skills were essential in analyzing samples for detractor monitoring, aligning with policy and procedures to identify areas of improvement. Played a crucial role in managing the Outside Agency inventory, efficiently investigating and resolving disputes for both Corporate and Consumer Cardmembers. My innovative ideas for inventory handling were presented in Shark Tank to the CFN Leadership Team, reflecting my proactive approach to process optimization and business excellence. Show less

  • Dispute Analyst

    Feb 2007 - Oct 2017

  • Premier Dispute Analyst

    Feb 2007 - Oct 2017
• 

  American Express

  Sept 2022 - Jul 2023

  Lead Business Analyst

  As Lead Business Analyst, I have been entrusted with the critical task of automating existing processes within American Express. By thoroughly understanding the end-to-end processes of assigned projects and conducting feasibility analyses, successfully identified areas for process improvement through automation. Leveraging my expertise, created comprehensive process flow charts and collaborated closely with the IT team to develop efficient codes. My diligent testing and validation process ensured compliance with regulatory and procedural requirements, leading to the implementation of two automated procedures that collectively saved the company $200,000. Additionally, partnered with the MIS and Compliance teams to define business requirements and execute the development of complex coded algorithms, enabling population-level testing of regulatory and procedural risks. My honed problem-solving skills and attention to detail have been pivotal in analyzing and resolving complex business issues, ultimately driving the company's goal achievement and improved business direction. Show less

• 

  Carelon Global Solutions

  Sept 2023 - now

  Team Lead