Shweta Shrivastav
Sr. Fraud Analyst
Ghaziabad
Summary
Results-driven Dynamic Fraud Analyst with 1+ year of experience at Barclays Global Services, specializing in advanced fraud detection, bill review, and investigation. Proven expertise in identifying high-risk fraud patterns, conducting thorough bill investigations, and implementing effective controls, achieving an exceptional 95% success rate in meeting key objectives. Skilled in payment plan implementation and claim processing, ensuring accurate and efficient resolution of complex issues. Adept at collaborating with cross-functional teams to enhance customer experience while navigating intricate disputes. Committed to leveraging analytical prowess and industry knowledge to drive proactive risk management, strengthen customer protection initiatives, and deliver results-driven solutions.
Overview
5
5
years of professional experience
3
3
Languages
Work History
Fraud Analyst (BA3)
Barclays global services
05.2022 - Current
- Facilitated the Barclay Card Fraud Detection process, ensuring the integrity of customer accounts.
- Managed customer accounts proactively, working to prevent potential fraud and identifying fraudulent activities.
- Supported vulnerable customers in managing their accounts and finances effectively.
- Evaluated risk factors on customer accounts and implemented controls to mitigate fraud risks.
- Collaborated with cross-functional teams within fraud operations to assist customers in financial management.
- Met customer expectations diligently while aiding the business in achieving 95% of its objectives and SLAs.
- Contributed to improving business objectives related to NPS.
- Oversaw the management of extensive customer data across various SRM systems.
- Resolved customer complaints and concerns while addressing complex issues.
- Dealt in 5 cross trained domains which are fraud detection, vulnerability, fraud investigation, barclays card finance and payment assistance and social engineering scams.
- Handled client billing in terms of bill review, bill investigation, claim processing and payment plan implementation.
- Facilitated onboarding process and contributed to workforce planning.
- Executed strategies to uphold high-quality deliverables.
Customer Support Executive
Tech Mahindra
09.2020 - 05.2021
- Managed customer support for 3 Mobile, providing assistance via calls and chat.
- Addressed customer queries effectively, delivering timely resolutions.
- Assisted in onboarding processes, troubleshooting, and upgrading customers to new products or services.
- Fostered a positive customer experience by resolving queries within targeted timeframes.
- Generated leads for the acquisition of new products for customers.
- Provided efficient resolutions regarding payments, internet issues, and all aspects covered under mobile connectivity.
Education
Bachelor of Technology - Technology
Symbiosis Institute of Technology
Pune01.2017
Diploma - Computer Technology, Computer Technology
Thakur Polytechnic
Mumbai01.2014
SSC - undefined
St. Mary's High School
Mumbai01.2011
Skills
Client Handling
Effective communication
Empathy
Active listening
Complaint resolution
Positivity
Team player
Quality Management
Problem-solving
Adaptability
Interpersonal skills
Empathy
Time management
Relationship Building
Training new hires
Bill review, bill investigation
Payment plan execution
Bill and account management
Bill clearance strategies
Customer and client handling
Self motivated
Timeline
Fraud Analyst (BA3)
Barclays global services
05.2022 - Current
Customer Support Executive
Tech Mahindra
09.2020 - 05.2021
Diploma - Computer Technology, Computer Technology
Thakur Polytechnic
SSC - undefined
St. Mary's High School
Bachelor of Technology - Technology
Symbiosis Institute of Technology