Anshu Banthia
Complaint Analyst at American express
- Role
- Operation Support - Global Complaint Strategy and Enablemenbt at American Express
- Location
- Gurugram, HR, IN
- LinkedIn followers
- 500 followers
About Anshu Banthia
Career Summary**Detail-oriented and compliance-driven professional with strong expertise in managing daily operations, ensuring process accuracy, and enhancing customer experience through a regulatory lens. Skilled in handling complex customer issues, performing root cause analysis, and identifying trends and risks. Proven ability to drive process improvements, provide team coaching, and maintain adherence to legal and regulatory standards.Accomplished professional with a robust background in customer and operations support across diverse sectors. Currently serving as a Complaint amd Quality Assurance Analyst at American Express Pvt. Ltd, where I excel in driving inventory, quality,root cause, ensuring compliance with international regulations, and managing risk mitigation. I adeptly coordinate interdepartmental activities, resolve client and merchant disputes, and deliver timely solutions.Previously, as a Customer Support Analyst and Advisor at Tata Consultancy Services, I upheld exceptional service standards, mentored associates, resolved billing disputes, and managed customer order processes. This role honed my leadership capabilities and enhanced my communication skills, significantly contributing to superior customer experiences.Earlier at INDIGIO Airlines Pvt. Ltd, I managed airport operations and data handling, ensuring adherence to aviation regulations, overseeing cargo security, and executing baggage reconciliation. I collaborated with cross-functional teams to enhance operational efficiency and developed key performance indicators to drive excellence.Proficient in MS Excel, SAP ISU, SAP CRM, SAP UI5, GSP, and ISP, I am recognized for my strong communication abilities, adaptability, and dedication to team development and operational excellence.
Experience
Operation Support - Global Complaint Strategy and Enablemenbt
Jun 2025 — Present · Gurugram, IN
Ability to ensure accuracy in all deliverables and independently oversee daily work with adherence to business requirements and process controls.Demonstrated experience handling multiple priorities with strong attention to detail and excellent follow up skills.Passion for the customer experience through the regulatory and compliance lensA strong ability to make sound business decisions, analyze complex card member issues and eliminate defects via Process Excellence needed to succeed in the chal-lenging and rewarding position.Review, action, and document root cause and resolution for customer complaints and servicing issues.Ensure complaints and servicing issues are properly coded to meet regulatory report-ing requirements.Identify and escalate trends and defects that have a potential legal, regulatory or servicing risk.Provide ceaching and feedback to Customer Care Professionals.Understand basic consumer protection, banking regulations and applicable laws to identify and appropriately escalate complaints, defects and trends to business partners within Compliance, World Service, and the bank.Ensure compliance with Complaints Management Policy and other legal/regulatory requirements.
Education
Frankfinn Airhostess Training Institute
Diploma of Education, Aviation and hotel management
Chinmaya Vidyalaya, Bokaro Steel City
Business/Commerce, General
University of Calcutta
Bachelor of Commerce - BCom, Accounting and Finance
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