Anurang Agarwal

Business Development Executive

Hyderabad, Telangana, India11 yrs 2 mos experience
Most Likely To SwitchHighly Stable

Key Highlights

  • 12 years of experience in payments and fintech
  • Achieved 84.75% NPS and 100% quality scores
  • Certified Scrum Product Owner (CSPO)
Stackforce AI infers this person is a Fintech Product Manager with expertise in payments and dispute resolution.

Contact

LinkedIn

Skills

Core Skills

Product ManagementFraud DetectionDispute ResolutionCustomer ServiceProcess ImprovementBusiness DevelopmentSales ManagementProject ManagementInternal AuditCompliance Analysis

Other Skills

Cross-functional CollaborationNPS AnalysisReg E/Z ComplianceChargeback ManagementCompliance GuidelinesLEAN / KaizenCustomer Relationship ManagementAudit ManagementSix Sigma Green BeltStakeholder ManagementBacklog PrioritizationUser Story MappingProduct RoadmappingAgile Product DevelopmentFintech

About

I've spent 12 years inside the payments and fintech ecosystem — not observing it from the outside, but living inside the dispute queues, fraud escalations, chargeback workflows, and regulatory compliance reviews that every payment product eventually touches. That operational depth is now the foundation of my transition into Product Management. At American Express, I own a PM-adjacent role where I: • Analyze NPS/VOC data and translate detractor feedback into prioritized product improvement recommendations • Author user stories and coordinate cross-functional teams to implement workflow changes • Contribute to product roadmap decisions by documenting fraud patterns and Reg E/Z compliance gaps • Define KPIs and track feature outcomes — achieving 84.75% NPS and 100% quality scores To formalize my PM credentials, I earned the Certified Scrum Product Owner (CSPO) certification from Scrum Alliance in 2026, completed an MBA at Liverpool John Moores University (thesis: GenAI in Investment Strategy for Indian Retail Investors), and built a full PRD + mobile prototype at a company hackathor — recognized by senior leadership. My domain edge: Payments / Dispute Resolution / Fraud Detection / Reg E & Z Compliance / Chargeback Management / B2B Fintech / UPI / GenAI / RBI & SEBI Regulatory Frameworks I'm currently exploring PM / APM roles in fintech, payments, BFSI, or B2B SaaS in Hyderabad. If you're building payment products and need someone who already knows the landscape — let's talk. 📩 anurangagarwal@gmail.com | +91 9324157263

Experience

11 yrs 2 mos
Total Experience
2 yrs 9 mos
Average Tenure
4 yrs 3 mos
Current Experience

American express

3 roles

Lead Claims Specialist

Promoted

Mar 2024 – Present · 2 yrs 2 mos

  • Investigated and resolved customer disputes regarding transactions, ensuring timely and fair resolutions.
  • Conducted in-depth research, collected supporting documentation, and analyzed data to determine appropriate actions. Collaborated with cross-functional teams to address root causes of disputes and implement preventative measures. Analyzed data and documentation to identify compliance issues and provided recommendations for improvements.
Cross-functional CollaborationNPS AnalysisFraud DetectionReg E/Z ComplianceChargeback ManagementProduct Management

Master Claims Specialist

Promoted

Feb 2023 – Mar 2024 · 1 yr 1 mo

  • Investigated and resolved customer disputes regarding transactions, ensuring timely and fair resolutions.
  • Conducted in-depth research, collected supporting documentation, and analyzed data to determine appropriate actions. Collaborated with cross-functional teams to address root causes of disputes and implement preventative measures. Analyzed data and documentation to identify compliance issues and provided recommendations for improvements.
Cross-functional CollaborationNPS AnalysisFraud DetectionReg E/Z ComplianceChargeback ManagementDispute Resolution

Claims Specialist

Feb 2022 – Feb 2023 · 1 yr

  • Provide Superior Customer Experience on Calls to Consumer Card Members.
  • Resolve all Customer Queries, disputes and Follow Established Procedures as Appropriate.
  • Provide alternatives and apply Superior Service No, Call Handling Skills To Ensure Best Possible Solutions and FCR to Card Members.
  • To identify the Mood, Profile & Need of the Customer and leverage these details to offer the best suited benefits/products to the Customer while being compliant with the laid guidelines.
  • Deliver to the Customer, Employees and Shareholder Metrics as per Goals Highlight Issues through Feedback and Recommend Changes in Workflows, Procedures, Service Levels, Based on Customer Demands To Meet Their Needs and Ensure Quality Service is given at all times. Adherence to Quality and Compliance Guidelines. Ability to Take Quick Decisions and Respond to Customer Inquiries
Customer ServiceDispute ResolutionCompliance Guidelines

Amazon

Senior Associate

Sep 2021 – Mar 2022 · 6 mos · Hyderabad, Telangana, India

  • Resolved customer complaints and answered customers' questions regarding policies and procedures (US Process) (Managed over 50 calls per day)
  • Adherence to defined processes and ensure delivery in accordance with set quality standards
  • Innovative with commitment to change and process improvement applying KAIZEN and LEAN methodologies Responding to inquiries regarding policies and programs including benefits, attendance, payroll deductions, etc. Adherence to defined processes and ensure delivery in accordance with set quality standards
Customer ServiceLEAN / KaizenProcess Improvement

Heemankshi bakers pvt. ltd.

Business Development Specialist

Feb 2016 – Jun 2020 · 4 yrs 4 mos · Hyderabad, Telangana, India

  • Maintained consistently high customer satisfaction ratings through proactive service management strategies. (Sales Increase in 45% YOY)
  • Achieved profit targets, leveraging market knowledge and in-depth forecasts to plan sales operations. Capitalized on emerging trends with proactive management approach.
  • Listened to customer requests and specifications and made suggestions to appropriately fulfill needs.(82% Increase in sales of Bakery based biscuits.)
  • Responded promptly to customer, vendor, and staff questions and quickly resolved issues, cultivating strong, long-term relationships.
  • Project Management and Implementation -Cookies
  • manufacturing Plant (India & Mauritius)
Sales ManagementCustomer Relationship ManagementBusiness Development

Nsb group of companies

Senior Internal Auditor

Aug 2013 – Oct 2015 · 2 yrs 2 mos · Mumbai, Maharashtra, India

  • Facilitated strong lines of communication with senior management to actively present audit findings and recommendations
  • 1.Change in Premium collection process - leading Insurance Company , Income Loss prevention of INR 5 Million across 15 Branches (75% above Anticipated loss)
  • 2. Assisted in Creation and maintenance of Web Based sub Broker audit tool - Improvement in audit quality , reduction in errors (TAT improved by 95%)
  • Managed continuous audit schedule demands by
  • allotting resources based on team abilities and availability 1. Managed - team size of 30 auditors for - leading banks revenue audit , reported income loss of INR 20 Million (Led to Business Increase by 29% YOY)
  • Trained and mentored department staff on policies and procedures to establish strong foundation for client development and service activities.
Audit ManagementCompliance AnalysisInternal Audit

Education

Liverpool John Moores University

MBA — Business Analytics

Apr 2023 – Jan 2025

University of Mumbai

Bachelors in financial accounting and auditing — Financial accounts and auditing

Jun 2009 – Apr 2011

1% Club

Personal finance

Mar 2024 – Present

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