AKRITI
Summary
Experienced Financial Services and Customer Operations professional with over 5 years in fintech, fraud prevention, and transaction monitoring. Expertise in managing complex financial queries and escalations, enhancing customer satisfaction and operational accuracy. Led agent mentoring, quality assurance, and workflow optimisation, while fostering collaboration across product and management teams to drive process improvements and support product launches.
Overview
5
5
years of professional experience
1
1
Certification
Work History
L2 Senior Financial Services Associate
Tide
01.2026 - Current
- Managed complex customer escalations related to financial products and services through in-app chat, email support, and manager callback handling.
- Acted as a key escalation point for vulnerable, high-risk, paid member, urgent, and suicidal support cases while ensuring compliance, empathy, and timely resolution.
- Coordinated directly with payment providers and internal stakeholders to resolve critical payment and account-related issues with minimal turnaround time.
- Played a leadership-focused role in supporting frontline agents by resolving operational queries, mentoring team members, and improving process understanding.
- Worked closely with management to handle escalations, monitor team performance, and improve operational efficiency across support functions.
- Performed responsibilities as a secondary QA reviewer by auditing tickets, improving accuracy, and driving higher customer satisfaction (CSAT) and quality standards.
- Conducted ticket scrubbing and quality improvement initiatives to reduce errors and strengthen support consistency.
- Helped 2 agents successfully clear Performance Improvement Plans (PIPs) through guidance, coaching, and continuous support over a 2.5-year period.
- Scheduled team shifts and assisted in workforce coordination to ensure smooth day-to-day support operations.
- Facilitated knowledge transfer sessions between product and support teams to improve team understanding of new product launches and operational changes.
- Managed and maintained internal documentation including Confluence pages, support macros, workflows, and knowledge base articles.
- Took ownership of Jira-related operational responsibilities and collaborated cross-functionally to streamline issue tracking and escalation management.
- Built Slack workflows and internal support processes that improved communication efficiency and simplified concern escalation for agents.
- Handled refunds related to subscriptions and card reader orders etc. while ensuring policy compliance and positive customer outcomes.
- Managed Trustpilot escalations and customer complaints to better understand member feedback and identify service improvement opportunities.
- Regularly raised operational and team-related concerns to management, contributing to process improvements and stronger team coordination.
- Played a significant role in product launch and development initiatives by representing member feedback, identifying recurring pain points, and working with internal teams to enhance product functionality and customer experience.
Level 2 - Financial services associate
TIDE
08.2023 - Current
- Addressed customer queries and issues by gathering data, analyzing needs.
- Evaluating possible solutions and implementing best resolutions regards financial products like Card reader, Payments link and Savings accounts.
- Contributed ideas and practical solutions for process improvement.
- Delivered exceptional customer service by prioritizing emergency issues and developing and employing workarounds to solve problems expeditiously.
- Delivered exceptional phone support by efficiently resolving customer inquiries and ensuring a high level of satisfaction through clear communication and problem-solving.
- Participated in continuous improvement by providing suggestions, engaging in problem-solving activities to support team.
- Conducted FinCrime investigations on suspicious transaction patterns, chargebacks, and refund abuse across platforms such as Card Reader, Paylink, and TaptoPay, with a focus on account protection, first-party fraud detection, and identifying potential Terrorist Financing risks, including misuse of merchant accounts for layering or fund redirection.
- Demonstrated respect, friendliness and willingness to help team mates, when/wherever needed.
- Experienced professional with 4.4 years in fraud detection, transaction monitoring, and quality analysis within financial services. Specialized in reviewing FinCrime investigations to ensure compliance, accuracy, and consistency across cases. Proficient in identifying fraud patterns, evaluating case handling quality, and driving process improvements. Strong foundation in customer service, with a focus on resolving complex issues while maintaining regulatory standards and operational excellence.
Fraud Recovery Analyst
TATA CONSULTANCY SERVICES
02.2021 - 08.2023
- Identification of Frauds and assuring regular checks on transactions by indentifying potential risks.
- Recovery of various frauds like Card not present (CNP), Counterfeit transactions issuing Cash Advance Fee, Account take over (ATO) and know your customer (KYC), anti-money laundering (AML) and countering the financing of terrorism (CFT).
- Solutions given to various extortions like Account Take Over (ATO), Lost or Stolen, types of losses.
- Analysis on point of sale and provide support.
- Publishing daily report attendance and work plan.
- Adherence to USAA Guidelines.
- Maintaining SLA across Hyderabad location.
- Led a backend team of 06 associates, overseeing training programs, attendance management, and ensuring adherence to work quality and quantity standards. Conducted regular feedback sessions to maintain high performance levels, while continuously monitoring and improving process efficiency (Process 8 to 9) to meet established quality assurance metrics.
Education
B.A - English literature and Politicalscience
OUSt.Ann's College for Women
Hyderabad10th Grade - Bhopal
KendriyaVidyalaya Bairagarh
Bhopal12th Grade - Hyderabad
KendriyaVidyalaya Gachibowli
HyderabadSkills
- Excel expertise
- Fraud Management tools
- Zendesk
- Kustomer
- MS Excel
- MS Office
- Google suite
- Jira
- Escalation Specialist
- Scorebuddy
- Risk assessment
- MSR Portal
- First Track
- Complaint analysis techniques
- Collaboration tools
- Team leadership
- Dispute resolution
- Escalation Specialist
Certification
Lean Six Sigma {Green belt}
Advance Excel Certification
Pursuing German learning courses
Languages
Hindi
First Language
English
Advanced
C1
German
Beginner
A1
Hobbies and Interests
- Passionate about cooking, exploring new recipes, and experimenting with different cuisines.
- Enjoying motorcycle riding, particularly long-distance trips and exploring new routes.
Timeline
L2 Senior Financial Services Associate
Tide
01.2026 - Current
Level 2 - Financial services associate
TIDE
08.2023 - Current
Fraud Recovery Analyst
TATA CONSULTANCY SERVICES
02.2021 - 08.2023
B.A - English literature and Politicalscience
OUSt.Ann's College for Women
10th Grade - Bhopal
KendriyaVidyalaya Bairagarh
12th Grade - Hyderabad
KendriyaVidyalaya Gachibowli