Choden Lhamu Gensapa
At the heart of our values lies a commitment to integrity, empathy, and excellence. With a cumulative experience spanning over a decade in customer service, compliance, operational risk management, and stakeholder engagement, we bring a well-rounded understanding of business processes and people-first leadership. Rooted in our journey at organizations like American Express, we have successfully navigated complex roles involving regulatory compliance, quality assurance, fraud resolution, and strategic audits. Our approach blends analytical thinking with emotional intelligence, making us trusted professionals in high-stakes environments.
Location
New Delhi
About Me
Carrier Objective:
To leverage over a decade of expertise in customer service, compliance, and operational risk management to transition into a strategic leadership role within a dynamic, international organization. I aim to contribute meaningfully to business process improvement, stakeholder collaboration, and team development while continuing to uphold the highest standards of integrity and work ethics. Passionate about driving impactful change, I also aspire to align my professional journey with social responsibility and personal growth through community service and continuous learning.
Resume
SUMMARY
Choden Lhamu Gensapa is a seasoned professional with over a decade of experience in customer service, compliance, and operational risk management, primarily at American Express and other top-tier service organizations. Known for her integrity, strong work ethic, and people-first approach, she has consistently delivered excellence in roles involving process improvement, quality audits, stakeholder collaboration, and conflict resolution.
As a BST Analyst at American Express (India), Choden ensures regulatory compliance while supporting audits, training, and quality initiatives. Her previous roles include managing fraud investigations and complex dispute resolutions, demonstrating critical thinking and cross-functional coordination. Her efforts have earned her multiple accolades, including 13 “Reward Blue” awards, the Blue Box Values Champion title, and the Star Lead Award in both 2019 and 2020.
Deeply committed to community service, she has actively participated in COVID-19 relief, environmental drives, and hunger alleviation initiatives. Personally, she is an avid long-distance trail runner and passionate about animal welfare and social causes.
Choden aspires to transition into senior leadership roles in operations or project management within international organizations or consultancy firms, leveraging her robust experience, leadership potential, and a genuine desire to make a positive impact.
Leadership and Work Experience
Leadership and Work Experience
Company: American Express (India) Private Limited – Gurgaon, India
Role: BST Analyst. November 2021-Present
This job plays a critical role in enabling American Express Travel and Lifestyle to remain compliant with regulatory requirements. We analyze work performed by Travel Counselors and work with the stakeholders and business line leaders by providing input to improve business processes and drive results. This is a dual function role that includes both monitoring and acting as a Subject Matter Expert.
Purpose of the Role:
- Support Team Leader in audits, work distribution metrics etc.
- Work as Team Leader back up to support process requirements.
Responsibilities:
- Conduct monitors to ensure Travel Counselors and American Express TLS are following regulatory requirements. Monitor may include monitoring calls, transactions, and other communication.
- Lead and Participate Improvement projects at Program Level that may include creation of process documents, process migrations etc.
- Interface with the stakeholders, Business Partners and Line of Business Compliance.
- Support change management and knowledge management of respective regions/teams.
- Provide process refreshers to the bottom quartile.
Company: American Express (India) Private Limited – Gurgaon, India
Role: Master Disputes Analyst: March 2018–November 2021
- Assist card holder’s dispute/fraud resolution on behalf of issuers while complying with Reg E and/or Reg Z guidelines.
- Primary functions include the evaluating. Researching, decisions, monitoring and communicating with key contacts up to & including investigations. This position involves a moderate to high level of complexity.
- Errors in this position may result in direct monetary impact and financial loss to FDC & external clients.
- Requires considerable evaluation, good judgement & decision-making skills. This position involves time sensitive processing of work cases.
- Requires the ability to maintain effective time planning, organizational skills & time utilization to ensure all processes are completed within time frames in order to avoid FCBA impacts.
Company: American Express (India) Private Limited – Gurgaon, India
Role: TCPS Analyst 1: September 2014–August 2017
As part of Prepaid Resolution Team (PRT), we provided support to the prepaid side of the American Express business for “FIS & Serve” products for requests received regarding: – Non-Functioning cards, Lost / Stolen / Damaged / Expired, Escheatment, Legal name/Address change, Deceased / Incapacitated, Switch card, Compromised card, B2B non-received Card, Authorization reversal (AEGC), Refunds, ACH verification (FIS-Reloadable), Retail Seller Support (US & Canada) – for point of sale error or refund. Requests are received via – FAX, Emails, Issue logs & Phone. PRT is also functional as 2nd Level escalation gate – responsible for reviewing cases & providing support / assistance to the vendor partners on warm transferred calls.
- Part of a 13-member specialist team that served as the point of escalation for executives operating in Gurgaon, Mumbai, Manila, and Cebu.
- Responsible for processing cases sent for review by the Executive Desk Team, Escalated Consumer Relations, which included iCare Complains and Identified fraud cases.
- Responsible for taking escalation calls in the Team. Aiding customers so that we could come to a consensus on what needs to be done to make the issue right and provide exceptional customer service.
- Involved in risk identification and analysis for different sub processes.
- Improved the efficiency of handling tough customers by providing both training for new hires and setting up training materials.
Company: Concentrix Daksh Services India Private Limited – Gurgaon, India
Role: Sr Practitioner: January 2014 – August 2014
- Responsible for answering questions on schedules and fares ensuring that customers receive an exceptional service by addressing their concerns in a comprehensive manner
- Assisting clients on the selection of most appropriate fares and up-selling of service plans / new products.
- Responsible for processing minor claim settlements.
- Responsible for providing connecting flight information, direction assistance and handling upset passengers.
- Responsible for calling partner airlines and managing itineraries of passengers affected by schedule changes.
Company: Convergys – Gurgaon, India
Role: Customer Service Executive: June 2012 – September 2013
Managed queries of consumer and business clients for Orange pay monthly customers with regard to their phone, internet and cable connection, ensuring that consumer and clients receive an exceptional service by addressing their concerns in a comprehensive manner and assisting them in the selection of the most appropriate plan as per their choice.
- Take ownership of customer’s needs and try to win over customers by being polite and helpful.
- Learned the values of effective customer service by remaining calm, courteous and respectful. Quickly understand and interpret customer’s needs and wants as well as investigate issues that concern a customer.
ACHIEVEMENTS
- Received 13 Reward Blue awards for being the Top Performer of the team for the month of Feb’2015, May ‘2015, June ‘2015,July’ 2015,Nov’ 2015, Feb’2016 ,April’ 2016,May ‘2016 ,June’ 2016 , Aug’ 2016,March’ 2017,April’ 2017,May ‘2017,
- Rewarded with Relationship Care award for the month of Feb ‘2016 by getting appreciation from customers for resolving their concern and for being polite and helpful all the time.
- Felicitated with the prestigious Blue Box Values Champion for Quarter 3, 2015 for being consistent in multitasking and scoring 100% timelines for retail seller servicing mailbox, building capabilities to drive projects independently with minimal leadership support and demonstrating urgency in meeting goals and accomplishing critical deliverables.
- Have been an EEAT member of the team for 2015, received appreciation from management for delivering excellent collaboration skills.
- Conducted multiple training and coaching sessions for incoming batches to equip them with process related knowledge required to service customers through telephone, email and fax platforms
- Felicitated with several star lead awards in the year 2019,2020 for displaying blue box values, effectively closing the highest number of cases in the cluster & being extremely focused and self- driven.
- Received blue reward in the year 2021 for going above and beyond the call of duty to volunteer in the first phase of Covid-19 onsite vaccination drives.
- Received star colleague for voluntarily supporting Gurugram state administration by handling COVID-19 queries from citizens.
HOBBIES
- Long distance running.
- Cooking and gardening.
- Volunteering for cleanliness, tree plantation and hunger drives.
