Adarsh Yedmalwar
Escalations Specialist (Research & Investigation)
Hyderabad
Summary
Experienced in customer support, client experience, and fraud detection. Passionate individual with a proven track record in grievance management and enhancing client experience. Seeking an opportunity to showcase professional and interpersonal skills in a role that aligns with expertise.
Overview
7
7
years of professional experience
3
3
Languages
Work History
Escalations Specialist (Research & Investigation)
Wells Fargo International Solutions
04.2023 - Current
- Working at Chief Operating Office, handling and resolving complex financial and legal gravience of the customer by using more than 20 in-house applications and sources
- Working on US Banking Regulations (UDAAP, Regulation-E, and, AML)
- Monitoring account and transaction patterns of the customer for potential links to Money Laundering, Fraud,Financial Crime, and terrorism
- Understanding customer assertions related to the Process, Banker or banking services and reporting to the concerned regulatory bodies.
- Collaborated with internal teams and assisted in developing new fraud detection protocols, achieving a significant reduction in fraudulent activities.
- Collaborated with cross-functional teams, including customer service, legal, and risk management, to address escalated fraud cases.
- Delivered support to junior staff on best practices in fraud detection.
IT Support Engineer
Seneca Global
03.2022 - 04.2023
- Worked on ServiceNow tickets related to the technical and general queries
- Troubleshooting and resolving IT issues
- Managing user access permissions and credentials
- Handled Workday, SAP, Citrix, and organizational tool issues
- Trained new joiners and followed up with manager and administratives with the updates
Seller Support/Customer Support
Teleperformance
10.2020 - 12.2021
- Seller Support (Amazon): Resolving Amazon seller queries related to the product listing, product licensing, payment processing, disbursements, Amazon seller services and general queries
- Customer Support (Cricket Wireless): Cricket Wireless is one of the leading telecommunication company in the US
- Worked there as Customer Support and resolved customer concerns related to network, payment, service plans, and other service issues
Guest Relation Executive (VIP Handling)
Anelia Resorts and Spa
07.2018 - 12.2018
- Making arrival list of the guest and following up with the vendors for real time updates
- Worked around with internal departments (F&B, Housekeeping, and Concierge) to cater guests special request related to food and accommodation
- Making itineraries for the guest and introducing local culture
- Creating special moments for the guest by going extra mile
- Following up with guest while their entire stay and handling graveness
- Taking feedback from guest and work on them
Education
HSC -
S.P College
Chandrapur06.2016
Hospitality Management - Front Office (VIP Client Service)
International Institute of Hotel Management
Jaipur 07.2017 - 6 2020
Skills
Effective Time Management
Microsoft Office
Ability to Work in a Team
Research
Data Reporting
Report Writing
Client Engagement
Analytical Thinking
Fraud Detection Systems (eg, Actimize, SAS, FICO)
Data Analysis & Reporting Tools (eg, Excel, Tableau, SQL)
CRM and Ticketing Systems (eg, Salesforce, ServiceNow)
Risk Management Software
Knowledge of Financial Regulations (eg, KYC, AML)
Extra-Curricular Activities
Food Festival, 2019, International Institute Of Hotel Management Jaipur, Worked in annual food festival leading the team of 10., Worked with team members to cater more than 1500 guests., Managing Food & Beverage services and Crowd Management. FACE (Family Day), 06/01/23, Wells Fargo Hyderabad, Managed team of 15 members operating in 4 towers, catering 2 thousand guests., Managing Food & Beverage services and Crowd Management., Coordinating with vendors and logistics for swift operation of the event., Resolved more than 20 guest concerns related to accessibility and F&B.
Timeline
Escalations Specialist (Research & Investigation)
Wells Fargo International Solutions
04.2023 - Current
IT Support Engineer
Seneca Global
03.2022 - 04.2023
Seller Support/Customer Support
Teleperformance
10.2020 - 12.2021
Guest Relation Executive (VIP Handling)
Anelia Resorts and Spa
07.2018 - 12.2018
Hospitality Management - Front Office (VIP Client Service)
International Institute of Hotel Management
07.2017 - 6 2020
HSC -
S.P College