Abhishek Nair

Award-Winning Client-Centric Professional & Certified Scrum Master from Scrum Alliance, Inc with 13 years of experience across financial operations, travel & expense (T&E) management, credit card collections, and customer service, delivering measurable impact in Fortune 500 firms like JP Morgan Chase.

Analytical

Expertise in auditing 500+ expense reports monthly via SAP Concur, ensuring 100% compliance with corporate policies and reducing discrepancies by 20% through root-cause analysis.

Stakeholder Engagement

Specialist trusted by senior leadership for policy modernization and executive briefings, consistently maintaining 95%+ CSAT scores across multiple regions.

Process Improvement

Leader who reduced ticket resolution time by 30% through SOP standardization and eliminated 15+ hours of manual work weekly via continuous improvement initiatives.

Operational Excellence

Driver recognized as "Audit Excellence Champion" for implementing best-in-class compliance controls and achieving "Best in Class" internal audit ratings. Team Mentor & Coach with proven success in training and guiding 20+ employees across 3 countries, boosting team CSAT scores by 15% and improving audit accuracy by 18%. Award-Winning Contributor honored with global accolades such as the "Customer First Award" and "Champions of Chase Award", consistently ranking in the top 5% for service excellence.

Cross-Functional Collaborator adept at aligning workflows with compliance and SOX controls, bridging gaps between operations, technology, and compliance teams to mitigate risks.

Technical

Proficiency in SAP Concur, ServiceNow, PaymentNet, Amex @Work, and advanced Excel (Pivot Tables, VLOOKUP), with working knowledge of Power BI for data visualization.

Multilingual

Communicator fluent in English, Hindi, Marathi, and proficient in Malayalam, enabling seamless collaboration with diverse teams and stakeholders across geographies.

Client Services Analyst – Employee Experience at JP Morgan Chase & Co. (2025-01 – Present)

• Performing rigorous monthly audits of 500+ expense reports via SAP Concur, ensuring 100% compliance with corporate T&E policies while continuously reducing discrepancies by 20% through root-cause analysis.
• Developing and governing T&E policy guidelines, streamlining employee adherence and reducing query resolution time by 30% through structured documentation and communication.
• Implementing a quality assurance framework for expense reporting, establishing continuous monitoring mechanisms to maintain audit readiness, and strengthening process governance.
• Advising senior leadership on policy modernization, delivering executive briefings while consistently maintaining 95%+ CSAT scores and reinforcing stakeholder confidence.
• Collaborating strategically with Compliance and cross-functional teams to align operational workflows with controls, mitigating risk exposure, and ensuring seamless governance alignment.
• Leading employee education and onboarding programs, orchestrating ServiceNow adoption for 50+ employees, conducting weekly coaching cadences, and piloting continuous improvement initiatives that reduce manual work by 15 hours/week and improve audit accuracy by 18.

Client Services Specialist – T&E Team at JP Morgan Chase & Co. (2022-01 – 2025-01)

• Handled end-to-end travel and entertainment expense inquiries, ensuring strict compliance with firm policies and procedures while resolving employee concerns efficiently.
• Acted as the primary contact for employees, addressing queries related to expense submissions, reimbursement status, and corporate card issues with accuracy and professionalism.
• Utilized internal systems such as SAP Concur and Oracle to process, analyze, and monitor T&E data, ensuring accuracy, integrity, and timely reporting.
• Ensured adherence to regulatory requirements and internal controls, maintaining data integrity and strengthening compliance across T&E operations.
• Audited 500+ monthly expense reports via SAP Concur, achieving 100% policy adherence and reducing discrepancies by 20% through root-cause analysis and corrective actions.
• Advised senior leadership on policy updates via Zoom/GUS, partnered with Compliance teams to align processes with SOX controls, and developed T&E policy guidelines that reduced employee query resolution time by 30% while maintaining 95%+ CSAT scores.

Client OPS Specialist II – Credit Card Collections at JP Morgan Chase & Co. (2019-01 – 2022-01)

• Customized payment plans for high-revenue clients, improving delinquency recovery rates by 18% through tailored negotiation strategies and client-centric solutions.
• Identified gaps in collections workflows and optimized processes, reducing call audits by 40% through the creation and implementation of updated SOPs.
• Handled a mix of inbound and outbound calls to negotiate payment options on charged-off credit card accounts, consistently meeting recovery targets.
• Acted as the first point of contact for clients, delivering exceptional customer service while managing sensitive payment negotiations with professionalism and empathy.
• Utilized critical thinking to resolve complex client needs, developing creative repayment solutions that balanced customer satisfaction with business objectives.
• Ensured adherence to regulatory standards and departmental procedures, consistently meeting daily, weekly, and monthly performance metrics related to call volume, recovery amounts, and customer satisfaction.

Customer Service Specialist at Sterling Talent Solutions (2015-01 – 2019-01)

• Addressed incoming customer inquiries via phone, email, and chat regarding background check status, report details, and troubleshooting login issues, ensuring timely and accurate support.
• Actively listened to client concerns, diagnosed issues with background reports or account access, and delivered tailored solutions without relying on rigid scripts, improving customer satisfaction.
• Handled multiple chat sessions simultaneously while accurately updating customer records and maintaining case logs in CRM platforms such as Salesforce.
• Resolved complex or sensitive complaints with empathy and professionalism, escalating cases to senior management when necessary to safeguard client relationships.
• Ensured all tasks were completed within established service level agreements (SLAs), consistently meeting speed, accuracy, and quality metrics across inquiry management operations.
• Designed custom verification packages for clients, increasing retention rates by 15% through personalized service offerings and client-centric solutions.
• Bridged gaps between operations and technology teams, reducing error rates by 25% through effective cross-functional collaboration and process alignment.

Bachelor of Management Studies in BMS – University of Mumbai (2014-01)