Eden Mascarenhas
Fraud Specialist
Vasai
Summary
Subject matter Expert and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
5
5
years of professional experience
Work History
Relief Trainer
JP Morgan Chase & Co.
07.2023 - Current
- Delivered dynamic presentations to facilitate learning and retention among diverse audiences.
- Facilitated team-building exercises that fostered collaboration and communication among department members.
- Improved employee performance by designing and implementing effective training programs.
- Evaluated the effectiveness of training initiatives by tracking participant progress and gathering feedback for continuous improvement.
- Enhanced trainee engagement through interactive sessions and hands-on activities.
- Coached employees on best practices, providing constructive feedback to support their professional growth.
- Provided one-on-one mentoring to help individuals reach their full potential within the organization.
Fraud Specialist (Claims Online, Reg E and FHL Deposit Review)
J.P Morgan Chase & Co.
10.2021 - Current
- Enhanced customer satisfaction with prompt and accurate claim resolutions and submissions, resulting in positive feedback and increased client retention.
- Maintained compliance with industry regulations by staying up-to-date on changes in policies and procedures, ensuring proper handling of sensitive information.
- Identified potential fraudulent activities through vigilant examination of deposited items and reported suspicious transactions accordingly to prevent loss to the bank..
- Developed strong relationships with customers, helping to retain their business and foster loyalty.
- Answered inquiries and provided superior customer service to clients.
Subject Matter Expert (SME)
J.P Morgan Chase & Co.
06.2022 - 12.2023
- Mentored new team members, contributing to their professional growth and development.
- Established best practices for knowledge sharing, fostering a culture of continuous learning and improvement.
- Managed complex projects from inception through completion, delivering high-quality results within tight deadlines.
- Collaborated with management to identify and prioritize new development concepts.
- Evaluated team performance and provided coaching to address inefficiencies.
- Educated team on organizational mission and goals to help employees achieve success.
- Helped meet changing demands by recommending improvements to business systems or procedures.
Sr. Customer Service Specialist (Collections)
Epicenter Technologies PVT LTD.
01.2019 - 01.2021
- Reduced delinquency rates by providing alternate and hassle free mode of repayments to customer's.
- Promoted a positive work environment by contributing innovative ideas for process improvement.
- Maintained strict compliance with all federal, state, and company regulations during each step of the collections process.
- Recognized as a top performer within the team for consistently surpassing goals and maintaining high levels of client satisfaction.
Education
BSc. Microbiology -
Skills
- Curriculum Planning
- New Hire Training
- Subject matter expertise
- Interpersonal Communication
- Planning and coordination
- Creative Problem-Solving
- Feedback Delivery
- Critical Thinking
- Excel & Data Analysis
- Coaching and Development
Accomplishments
- Best SME - February 2023.
- Excel Certification Via Reboot Data Basics.
- Ascend Program Graduate 2023.
- Relief Trainer – FCP Claims Reg E and Claims Online.
- Earned " Best Individual Performer - Highest Dollar Collected" Award in November 2020.
Languages
English
Hindi
Marathi
Hobbies and Interests
Sports, Travelling, Music, Painting
Timeline
Relief Trainer
JP Morgan Chase & Co.
07.2023 - Current
Subject Matter Expert (SME)
J.P Morgan Chase & Co.
06.2022 - 12.2023
Fraud Specialist (Claims Online, Reg E and FHL Deposit Review)
J.P Morgan Chase & Co.
10.2021 - Current
Sr. Customer Service Specialist (Collections)
Epicenter Technologies PVT LTD.
01.2019 - 01.2021
BSc. Microbiology -
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