Akriti Mishra
Hyderabad
Summary
Experienced professional with 4.9 years in fraud detection, transaction monitoring, and customer support. Skilled in resolving issues, enhancing customer satisfaction, and identifying fraud risks while adding quality assurance skills. Proven ability to build strong client relationships and drive growth through efficient problem-solving and consistent performance.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Financial Services Associate
TIDE
Hyderabad
08.2023 - Current
- Analyzed customer requirements and resolved member complaints across financial products such as card readers, payment links, and savings accounts; integrated quality analysis to identify trends, improve resolution accuracy, and enhance overall customer experience.
- Delivered exceptional phone and written support by addressing complex issues and complaints efficiently, prioritizing urgent cases, and ensuring high satisfaction through clear communication and problem-solving.
- Acted as an escalation point for member concerns, conducting thorough investigations, providing clear resolutions, and ensuring fair, compliant, and timely outcomes.
- Contributed to continuous improvement by suggesting enhancements, engaging in root cause analysis of recurring complaints, and implementing workflow optimizations that reduced friction for members.
- Conducted FinCrime investigations into suspicious transaction patterns, chargebacks, and refund abuse across platforms such as Card Reader, Paylink, and TaptoPay, ensuring compliance and risk mitigation.
- Collaborated cross-functionally to support team goals, demonstrating a proactive, supportive approach to assisting teammates and maintaining strong team dynamics.
- Performed quality analysis on support interactions to uncover recurring issues, provided actionable feedback, and worked with teams to elevate service standards and process consistency.
- Audited case resolutions for policy compliance and customer satisfaction, contributing to increased first-contact resolution rates, reduced member complaints, and minimized handling errors.
Fraud Recovery Analyst
TATA CONSULTANCY SERVICES
Hyderabad
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. -
OU St. Ann's College for Women
Hyderabad01.2020
12th Grade - CBSE
Kendriya Vidyalaya Bairagarh
Bhopal01.2017
10th Grade - CBSE
Kendriya Vidyalaya Bairagarh
Bhopal01.2014
Skills
- Advance knowledge of MS Excel
- MS Office
- Google suite
- Jira
- Kustomer
- Slack
- Teams
- Fraud Management tools
- VISA Online
- MSR Portal
- First Track
Certification
Currently pursuing a Lean Six Sigma course to enhance my skills in process improvement, efficiency, and quality management.
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.
Disclaimer
I declare that the information and facts stated here are true and correct to the best of my knowledge and belief., Hyderabad, 02/12/24
Abilities Strengths
I am adaptable, a quick learner with excellent communication skills, able to multitask effectively, manage time efficiently, think critically, identify patterns, and thrive in team-driven environments.
Professional Snapshot
Experienced professional with 3.9 years in fraud detection, transaction monitoring, and customer support. Skilled in resolving issues, enhancing customer satisfaction, and identifying fraud risks. Proven ability to build strong client relationships and drive growth through efficient problem-solving and consistent performance., Fraud Detection & Risk Management, Team Leadership & Performance Management, Fraud Recovery & Process Improvement, Customer Service Excellence, Data Analysis & Reporting, Collaboration & Problem-Solving.
Languages
Hindi
First Language
English
Proficient
C2
Telugu
Intermediate
B1
Punjabi
Intermediate
B1
Timeline
Financial Services Associate
TIDE
08.2023 - Current
Fraud Recovery Analyst
TATA CONSULTANCY SERVICES
02.2021 - 08.2023
B.A. -
OU St. Ann's College for Women
12th Grade - CBSE
Kendriya Vidyalaya Bairagarh
10th Grade - CBSE
Kendriya Vidyalaya Bairagarh