Gaurav Sodhi
Senior Team Leader, Fraud Operations
New Delhi
Summary
Dynamic Senior Team Leader with American Express, adept at driving business results and fostering team development. Spearheaded process improvements in Fraud Operations, enhancing efficiency and compliance. Skilled in conflict management and delivering actionable insights, ensuring quality service while balancing customer and organizational interests. Quality-focused with a strong attention to detail.
Overview
18
18
years of professional experience
Work History
Senior Team Leader, Fraud Operations
American Express
04.2015 - Current
- Leading the Special handling Frap team which acts a team managing escalations and regulatory aspects for the regular FRAP team
- FCBA and FCRA regulations are managed through various control reports like No letter report, Enterprise Level ageing report, FCBA report.
- Leading audits like PRSA, ICT, IAG from operations standpoint.
- Creating weekly/monthly reports for the reporting of regulatory controls.
- Spearheaded process improvements, identifying bottlenecks and implementing effective solutions for increased efficiency.
- Fostered strong relationships with key stakeholders through regular updates, maintaining transparency on project status at all times.
Account Protection Specialist, Fraud Operations
American Express
07.2008 - 03.2015
- Ensure accurate analysis of Fraud Claims and make sound decisions to approve or decline the same through systematic analysis
- Meet and endeavor to exceed metrics on transactional quality, compliance regulations and productivity as per goals
- Highlight issues through feedback and recommend changes in workflows, procedures, service levels, based on customer demands to meet their needs and ensure quality service is given at all times
- Balance customer interests with the interests of American Express
- Quality focused with strong attention to detail
Education
BCOM(H) -
Shaheed Bhagat Singh College, University of Delhi
04.2001 -
Skills
Driving business results
Team development
Conflict management
Coaching and feedback
Timeline
Senior Team Leader, Fraud Operations
American Express
04.2015 - Current
Account Protection Specialist, Fraud Operations
American Express
07.2008 - 03.2015
BCOM(H) -
Shaheed Bhagat Singh College, University of Delhi
04.2001 -