Dhruv Sharma
New Delhi
Summary
Italian language and literature expert with 5+ years of experience in the jobs sector. Demonstrates strong customer service and operational skills, with a proven ability to connect with people and deliver high-quality results. Known for a strong work ethic and dedication to meeting job demands and deadlines. Seeking to leverage skills and experience in a managerial role within your organization.
Overview
8
8
years of professional experience
Work History
Fraud Analyst
Ienergizer
Noida
09.2023 - Current
- Performed detailed analysis of financial transactions to identify suspicious activity for a US based Banking entity named One (both in the English & Italian language; based in the respective countries)
- Utilized specialized software tools designed for detecting patterns associated with fraudulent activity.
- Collaborated with other departments on investigations as needed to review evidence, analyze data, and prepare reports for management.
Senior Advisor II, Transaction Processing
Concentrix Daksh Services
Bangalore
09.2019 - 12.2022
Experienced in tracking trending issues, preparing reports, and assisting customers with purchasing decisions.
Also, skilled in resolving queries via live chat, applying company policies, and analyzing customer feedback to improve service. Proficient in navigating support channels, inputting customer data, and following up to ensure satisfaction.
Invigilator
MeritTrac Services Pvt. Ltd
New Delhi
01.2017 - 08.2019
Experienced in managing interview processes for clients and candidates, consulting on job specifications, and recommending suitable candidates, maintaining data confidentiality, and ensuring compliance with regulations.
Education
Bachelor of Arts in General -
University of Delhi
01.2021
Diploma of Higher Education in ITALIAN -
Daulat Ram College, University of Delhi
01.2019
Higher National Diploma in Secretarial Practice & Shorthand -
DON BOSCO VOCATIONAL TRAINING INSTITUTE
01.2015
Skills
- Italian Language specialist
- Verbal and written communication
- US Banking sector knowledge
- Fraud Detection
- Operations
- Database management
- CRM Tools (Oracle, Zimbra, GSP, Pulse)
- Quick learner & Team player
- Typing skills (45 - WPM)
- Customer service/support
Accomplishments
- Streamlined workflow by consolidating lengthy processes and redundant documentation which resulted in more effective and timely completion of VAT registration verification process.
- Improved post sales customer service and social media reviews by successfully handling customer complaints with a 95% positive approval rating.
- Recognised by management for good work ethics and been awarded with certification "Employee of the month" in continuation for 5 months.
Volunteer Experience
Vrikshit Foundation, This organisation works towards the overall inclusion of society towards cleanliness and hygienic surroundings for all., Volunteered in plantation & cleaning drives., Worked for general awareness drives concerning child abuse., Been a part of cleaning social media initiatives and reporting fake accounts to prevent fraud and harassment (@vtcleansocialmedia)
Hobbies and Interests
- Volunteering in social services
- Travelling
- Learning new technical skills
- Sports - Lawn Tennis/Swimming/Cycling
Languages
English
First Language
Italian
Upper Intermediate (B2)
B2
Timeline
Fraud Analyst
Ienergizer
09.2023 - Current
Senior Advisor II, Transaction Processing
Concentrix Daksh Services
09.2019 - 12.2022
Invigilator
MeritTrac Services Pvt. Ltd
01.2017 - 08.2019
Bachelor of Arts in General -
University of Delhi
Diploma of Higher Education in ITALIAN -
Daulat Ram College, University of Delhi
Higher National Diploma in Secretarial Practice & Shorthand -
DON BOSCO VOCATIONAL TRAINING INSTITUTE
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