GITIKA MAHANTA
Fraud Specialist
Bangalore
Summary
Accomplished Flight Attendant in the past offering over 6.5 years in domestic and international commercial airline industry. Highly skilled in responding to emergency situations and remaining cool under pressure. Dedicated to exceptional customer service, later became a customer happiness professional with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand. Currently working as a motivated Fraud Specialist touting 3 months of expertise investigating suspicious activity for banking company. Knowledgeable resource committed to finding answers and working with clients and interdepartmental personnel. Promoting exemplary skills in fraud pattern detection. Relentless professional known for working hard to determine risk levels. A well-spoken Fraud Specialist promoting exemplary talents in reviewing accounts and identifying issues.
Overview
9
9
years of professional experience
14
14
years of post-secondary education
3
3
Certifications
3
3
Languages
Work History
Fraud Specialist
JPMorgan Chase & Co.
Bangalore
01.2023 - Current
- Managed over 50 calls per day and achieved targets as per policies by management, and always topped the score card.
- Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
- Developed and implemented procedures to detect and prevent fraud.
- Produced detailed reports of fraud investigations and presented findings to senior management.
- Evaluated customer data to identify and prevent fraudulent activities.
- Drafted and reviewed legal documents utilising knowledge of relevant clauses to minimize incurred liability.
- Understood requirements for disputes, gathered evidence to support claims and prepared customer cases to handle appeals.
- Communicated verification and authorisation status updates with Inventory Management department to facilitate decision-making for patient admissions and insurance coverage.
Customer Happiness Executive
AirAsia India
Bangalore
06.2022 - Current
- Resolved conflicts and negotiated mutually beneficial agreements between parties.
- Worked effectively in fast-paced environments.
- Used coordination and planning skills to achieve results according to schedule.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Increased customer satisfaction by resolving issues.
- Used Microsoft Word and other software tools to create documents and other communications.
- Worked flexible hours across night, weekend and holiday shifts.
- Developed team communications and information for meetings.
- Actively listened to customers' requests, confirming full understanding before addressing concerns.
- Managed over 80 customers per day over emails via escalation channels and calls.
- Handled social media queries such as Facebook, Linked inn, Instagram.
Cabin Crew
AirAsia India
Bangalore
08.2019 - 05.2022
- Well presented, articulate and confident individual with proven ability to provide exceptional customer service and ensure that guests leave with lasting positive impression on their flight.
- Guided and directed passengers during emergency situations to minimize impact of event and protect passengers and crew members.
- Assisted passengers needing medical assistance by performing CPR and basic first aid.
- Checked on passengers regularly, verified compliance with safety requirements and identified assistance needs
Lead Cabin Attendant
Indigo
Hyderabad
11.2017 - 10.2018
- Verified aircraft and passenger compliance with policies, regulations and safety guidance.
- Facilitated optimal seating arrangements to maintain compliance standards.
- Assisted passengers needing medical assistance by performing CPR and basic first aid.
- Guided and directed passengers during emergency situations to minimize impact of event and protect passengers and crew members.
Cabin Crew
Jet Airways
Mumbai, Delhi
08.2015 - 06.2017
- Facilitated communication between flight deck and cabin crew prior to and during flights to promote smooth operations.
- Resolved passenger conflicts and medical emergencies during flights.
- Attended workshops and trainings in customer service, conflict resolution tactics and safety procedures to keep abreast of all new requirements and procedures.
Cabin Crew
Go First Airlines
Delhi
10.2014 - 05.2015
- Verified aircraft and passenger compliance with policies, regulations and safety guidance.
- Facilitated communication between flight deck and cabin crew prior to and during flights to promote smooth operations.
- Cross-trained shift staff in various tasks by rotating assignments on frequent basis.
- Accomplished highest in flight sales.
Education
Bachelor of Arts - Vinayaka
Vinayaka Missions Sikkim University
Sikkim 05.2015 - 05.2017
Associate of Arts -
Ascent Academy Jr College
Guwahati 04.2012 - 05.2014
High School Diploma -
St. Theresa’s School
Assam 06.2002 - 06.2012
Skills
DGCA safety procedure
Airbus 320, Boieng 737, ATR
Flown in over 5,000 hrs long & short haul flights in different airlinesMicrosoft Office (MS office, Excel, Word)Salesforce and Navitaire ( Skyspeed)High energy, Flexible and dependableLeadership SkillsAbility to learn and grasp fast
Customer relationship building
Customer needs anticipation and conflict mitigation
Fraud detection
Acknowledgment of customer needs
Telephonic Customer Support
Executive leadership
Executive sales strategies
Good Telephone Etiquette
Certification
Anti-Money Laundering concepts : AML , KYC and Compliance
Additional Information
Mother’s Name: MRS. BEAUTI BORA
Gender: FEMALE
Date of Birth (DD-MM-YYYY): 28-01-1995
Father’s Name: LT AMULYA MAHANTA
Mother’s Name: MRS. BEAUTI BORA
Marital Status : UNMARRIED
Nationality: INDIAN
Home Town: GUWAHATI
Languages Known : Hindi, English, Assamese
Timeline
Anti-Money Laundering concepts : AML , KYC and Compliance
04-2023
Fraud Specialist
JPMorgan Chase & Co.
01.2023 - Current
Customer Happiness Executive
AirAsia India
06.2022 - Current
Cabin Crew
AirAsia India
08.2019 - 05.2022
Banking Operations
08-2019
Lead Cabin Attendant
Indigo
11.2017 - 10.2018
Cabin Crew
Jet Airways
08.2015 - 06.2017
Bachelor of Arts - Vinayaka
Vinayaka Missions Sikkim University
05.2015 - 05.2017
Cabin Crew
Go First Airlines
10.2014 - 05.2015
Diploma in Aviation Hospitality Tourism Management
09-2014
Associate of Arts -
Ascent Academy Jr College
04.2012 - 05.2014
High School Diploma -
St. Theresa’s School
06.2002 - 06.2012