Nilanjan Kumar

About Nilanjan Kumar

Hi, I\'m Nilanjan Kumar a result-driven professional with a strong background across card disputes, SAAS sales, and operational excellence. My strength lies in solving real-world problems—whether it’s navigating complex customer complaints, streamlining internal audits, or improving processes to drive better outcomes. I thrive in roles where I can blend analytical thinking with a deep understanding of customer needs to create efficient, scalable solutions.Currently I’m working as a Master Analyst at American Express. I manage dispute resolutions for the US, UK, Australia, and New Zealand markets, focusing on back-office operations, compliance, and customer satisfaction. I handle escalations and complaints with care and precision, always aiming to resolve issues while improving the process behind them. My responsibilities also included internal auditing, fraud investigations, and process improvement initiatives that helped reduce resolution time and enhanced operational efficiency. To support these efforts, I regularly used tools like Excel (advanced functions & automation) and Power BI to create dashboards that offered insights to leadership and helped in tracking KPIs across markets.Before that, I worked in healthcare IT SAAS sales, where I led the end-to-end sales process—from cold outreach and product demos to closing deals and on-boarding clients. I consistently met targets and helped implement software solutions that improved client workflows and operational outcomes.Across roles, I’ve developed a reputation for being a reliable problem-solver—someone who’s not afraid to question the status quo and drive meaningful change. I love combining analytical thinking with customer empathy to create solutions that work on both a business and human level.I\'m now looking to apply this mix of operational insight, data skills, and customer orientation to new challenges where I can continue growing and contributing to real impact.Let’s connect if you’re looking for someone who turns complexity into clarity and challenges into opportunities.

Experience

1. Compliance Analyst

   American Express

   Apr 2026 — Present · IN

Education

• St. Xavier's Sr. Sec. school, Chandigarh

  High School

  2009 — 2011

• Shishu Niketan Model School, Chandigarh

  Senior Secondary, PCM

  2011 — 2013

• UPES

  Bachelor of Technology, Mechatronics, Robotics, and Automation Engineering

  2013 — 2017

• Institute of Management Technology, Hyderabad

  Master of Business Administration - MBA, Marketing & Analytics

  2019 — 2021