Akshay Saxena

Product Manager

New Delhi, Delhi, India10 yrs 2 mos experience

Most Likely To SwitchHighly Stable

Key Highlights

Recognized for mentorship and driving team performance.
Expert in complaint resolution and compliance handling.
Proven track record in testing and validation projects.

Stackforce AI infers this person is a skilled professional in Fintech with expertise in customer service and operational support.

Contact

Skills

Core Skills

TestingComplaint ResolutionRemediation AssuranceCustomer Service

Other Skills

Test AutomationMicrosoft ExcelMicrosoft Power BIFeedback to development teamMentorshipCollaborative Problem SolvingTest CasesMicrosoft PowerPointExcel DashboardsDAXMicrosoft Power QueryQuality AssuranceTrainingRoot Cause Analysis

About

Started my career with FIS in 2016 as a Customer Support Analyst and actively delivered first contact resolution to the customer queries. Maintained high accuracy and workflow in order to support business needs. In 2017, started to work as a mentor and team support. Acted as a go-to mentor for onboarding new hires and groom them with the process knowledge. While working in this job role, I received multiple recognitions for individual contributions, mentorship and driving team performances. 2019 changed my path when I started working for American Express. Being a part of Operations Support, I was responsible to handle disputes with compliance standards. Worked closely in contact with other teams and departments to investigate the root cause of complaints and escalations. Got an opportunity to be a part of a short term project (XMD tool) in 2024 that evolved my critical thinking. As a tester in the project, my role was to identify issues, providing feedback to development team and ensure the accuracy of the tool. Another project aligned for me in 2025 where I am currently working as a Remediation Assurance Analyst. I perform end to end validation of CAPs. This job role involves the remediation of a larger impacted group of customers. To resolve the issue that impacted a larger area, we partner up with stakeholders and business units. The journey is still ongoing and hope to learn new challenges every year with zest and zeal.

Experience

10 yrs 2 mos

Total Experience

5 yrs 1 mo

Average Tenure

7 yrs 4 mos

Current Experience

American express

2 roles

Associate- Digital Product Management

Promoted

Mar 2026 – Present · 2 mos

The role involves reviewing business requirements, creating and executing test scenarios based on real-life user processes, and validating that the system functions as expected.
As a UAT tester, I will identify and report any defects or inconsistencies, work closely with developers and stakeholders to resolve issues, and perform retesting once fixes are implemented.
We focus on testing the system from a user and business perspective, ensuring that workflows run smoothly and the final product meets organizational needs before giving approval for release.

TestingTest Automation

Complaint Analyst

Jan 2019 – Mar 2026 · 7 yrs 2 mos

Complaint Analyst at American Express, Expert in Complaint Resolution, Compliance Handling & Customer Advocacy. Skilled in conducting root cause analysis, identifying complaint trends, and contributing to continuous process improvements that enhance service quality and reduce recurrence.
Worked on a short-term project as a tester with the Model Validation Team, supporting the validation of the XMD Tool. Responsibilities included functional testing, identifying issues, providing feedback to the development team, and ensuring tool accuracy and performance prior to deployment.
Worked as Remediation Assurance Analyst (Project-Based, 6 Months) to validate and ensure successful implementation of Corrective Action Plans (CAPs). Collaborated with stakeholders and cross-functional teams to validate CAPs, ensuring remediation activities were accurately completed and aligned with compliance standards.

Microsoft ExcelMicrosoft Power BIComplaint Resolution

Fis

Sr. Customer Service Specialist

Mar 2016 – Jan 2019 · 2 yrs 10 mos · Gurugram, Haryana, India · On-site

Played a key role in improving team collaboration and internal process efficient. Serve as a primary point of contact for customer inquiries related to accounts. Ensure compliance with quality standards and consistently exceed performance benchmark set by leadership.
Served as a mentor for onboarding new team members, providing training, performance support and ongoing coaching to build team capability.
Earned numerous accolades for exceeding performance targets, mentoring new hires, and driving team performance.

MentorshipCollaborative Problem SolvingCustomer Service