DEEPSHIKHA SRIVASTAVA
Gurugram
Summary
Detail-oriented and analytical Dispute & Fraud Analyst with over 5 years of experience across financial services, banking, pensions, and e-commerce operations. Experienced in dispute resolution, fraud investigation, cash flow analysis, and stakeholder management for US and UK markets. MBA in Foreign Trade with strong expertise in compliance, risk assessment, and financial operations.
Focused professional with success and delivered unbiased perspective to solve disputes. Accomplished in collecting supporting information, drafting and reporting comprehensive documentation and leading agreements to resolve complex problems. Driven to strictly follow applicable laws and ethical procedures for all cases.
Overview
6
6
years of professional experience
Work History
Dispute Analyst
American Express
01.2021 - 01.2024
- Investigated and resolved card member disputes and fraud cases in compliance with regulatory standards
- Analyzed transactions and validated cash flows to determine dispute outcomes
- Coordinated with merchants and customers for accurate, timely dispute resolution
- Maintained detailed documentation while adhering to SLAs and quality benchmarks
- Identified transaction trends and risk indicators to enhance fraud prevention efforts
Pension Advisor, UK Process
Mercer
01.2019 - 01.2020
- Assisted UK-based clients with pension queries, calculations, and benefit explanations, enhancing client understanding and satisfaction
- Performed cash flow assessments for pension withdrawals, transfers, and benefits, ensuring informed decision-making for clients
- Ensured compliance with UK pension regulations and internal audit requirements
- Communicated complex pension matters clearly and empathetically, facilitating client trust and comprehension
Email Advisor
Concentrix (Amazon US Process)
01.2018 - 01.2019
- Delivered email support to Amazon US merchants, enhancing user satisfaction
- Developed AWS tools and performance dashboards, streamlining merchant account management
- Resolved inventory, account health, and operational issues, maintaining compliance with SLA timelines
- Worked on AWS tools and performance dashboards for merchant account management
Education
MBA - Foreign Trade, Faculty of Commerce
Banaras Hindu University
01-2018
B.Com (Hons.) - undefined
Banaras Hindu University
01-2016
Senior Secondary - Commerce
01-2013
Skills
Dispute & Fraud Analysis
Cash Flow Management
Risk Assessment & Resolution
Merchant & Customer Communication
Pension Advisory & Calculations
Dashboard & Case Management
AWS (Operational Usage)
MS Excel, Outlook
Inventory Management
Process Compliance & Quality Assurance
INTERNSHIP & PROJECT
- Luminous Power Technologies – Inventory Management Intern (2017)
- Worked on an inventory optimization project focusing on wastage and non-moving products. Analyzed inventory data to identify excess stock occupying warehouse space and proposed recommendations to reduce wastage and improve inventory efficiency.
Timeline
Dispute Analyst
American Express
01.2021 - 01.2024
Pension Advisor, UK Process
Mercer
01.2019 - 01.2020
Email Advisor
Concentrix (Amazon US Process)
01.2018 - 01.2019
Senior Secondary - Commerce
B.Com (Hons.) - undefined
Banaras Hindu University
MBA - Foreign Trade, Faculty of Commerce
Banaras Hindu University