Albert Palmei
Fraud Prevention
Kishangarh, Vasant Kunj,New Delhi
Summary
Team Leader experienced in directing activities of workgroups. Develops strategies, provides training, sets goals and obtains team feedback. Excellent interpersonal and communication skills. Big picture focus with excellence in communicating goals and vision to succeed. Problem solver, networker, and consensus builder.
Overview
10
10
years of professional experience
Work History
Team Leader - Operations, Stratigic Risk Services
American Express
07.2022 - 03.2024
- Mentored and guide employees to foster proper completion of assigned duties.
- Conduct regular training sessions for team members to meet business SLAs such as productivity of 15 OPH, Chargeback and Cancelled in Error below 1% and quality accuracy of 95%.
- Managed scheduling, leave requests and arranged covers to facilitate smooth flow of operations.
- Worked with team to identify areas of improvement and devised solutions based on findings.
- Monitored team performance and provided constructive feedback through one on ones to increase productivity, performance and maintain quality standards.
- Held weekly team meetings to inform team members on company news and updates.
- Maintained monthly database systems to track and analyze operational data.
- Assisted in recruitment of new team members, hiring highest qualified to build team of top performers.
Senior Fraud Analyst
American Express
07.2018 - 07.2022
- Review 130 to 150 transactions daily to find patterns of fraud and conducted in-depth analysis of suspicious transactions, accounts, and customer behavior to identify potential fraudulent activities.
- Evaluated success of fraud detection systems to identify areas for improvement.
- Coached and trained analysts on fraud prevention techniques to increase awareness and reduce risk.
- Contacted customers directly to notify of fraudulent activity and minimize impacts.
- Provided regular reports and updates to senior management on fraud trends and prevention efforts.
Customer Experience Specialist
Lenskart Solutions Private Limited
08.2016 - 06.2018
- Addressed customer inquiries, concerns, and complaints by providing solutions and alternatives and followed up to confirm resolution.
- Resolved customers' issues related to online purchases, late product deliveries and billing discrepancies to encourage good customer relationships.
- Maintained extensive knowledge of company products to recommend items aligned with customer needs.
- Engaged in cross-selling and up-selling activities to enhance customers' experiences and generate revenue.
- Managed timely and effective replacement of damaged or missing products.
Client Technical Support Associate
Dell International Services India Pvt. Ltd.
08.2014 - 02.2016
- Resolved diverse range of technical issues across multiple systems and applications for customers.
- Responded promptly to incoming sales leads and requests for technical support.
- Monitored system performance to identify potential issues.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Installed, configured and maintained computer systems and network connections.
Education
Bachelor of Computer Application
Sikkim Manipal University
Imphal, India2011
Council of Higher Secondary Education Manipur
Modern Senior Secondary Accademy
Imphal, India2006
Board of Secondary Education Manipur
St. Joseph's School
Imphal, India2004
Skills
- Strong leadership and team management abilities
- Ability to work collaboratively in cross-functional environment
- Mentoring
- Shift Scheduling
- Overtime Management
- Employee Evaluation
- Coaching
- Quality Improvement
- Overseeing Daily Activities
- New Hires Training, Coaching and Mentoring
- Giving Constructive Feedback
- Daily workflow improvement
- Excellent analytical and problem-solving skills
- Proficient in fraud detection tools and technologies
- In-depth knowledge of fraud prevention strategies and techniques
Timeline
Team Leader - Operations, Stratigic Risk Services
American Express
07.2022 - 03.2024
Senior Fraud Analyst
American Express
07.2018 - 07.2022
Customer Experience Specialist
Lenskart Solutions Private Limited
08.2016 - 06.2018
Client Technical Support Associate
Dell International Services India Pvt. Ltd.
08.2014 - 02.2016
Bachelor of Computer Application
Sikkim Manipal University
Council of Higher Secondary Education Manipur
Modern Senior Secondary Accademy
Board of Secondary Education Manipur
St. Joseph's School
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