Gurpreet Kaur
Faridabad
Summary
Banking operations professional with 15+ years of experience across credit card disputes, complaints handling, fraud awareness, and back-office financial services operations.
Strong expertise in customer and merchant dispute resolution, fraud vs dispute analysis, risk, compliance, and regulatory frameworks.
Recognized Top Performer at American Express, awarded Best Dispute Analyst for three consecutive years.
Proven leadership experience leading quality analysts and trainers, and acting as Single Point of Contact (SPOC) for client governance and business reviews.
Skilled in Advanced Excel, Power BI, MIS reporting, and analytics to drive data-driven operational decisions.
Overview
16
16
years of professional experience
2013
2013
years of post-secondary education
1
1
Certification
Work History
Dispute and Fraud Analyst
American Express India Private Limited
Gurgaon
03.2018 - 06.2025
- Analyzed customer disputes to identify patterns of fraudulent activity.
- Collaborated with cross-functional teams to resolve complex fraud cases.
- Investigated transaction discrepancies using advanced data analysis tools.
- Reviewed documentation for compliance with regulatory requirements and policies.
- Led training sessions for new analysts on dispute resolution processes.
- Recommended process improvements based on case review and analysis findings.
- Monitored emerging fraud trends to enhance prevention strategies proactively.
- Documented case findings in detail for internal reporting and audits.
- Evaluated existing systems and procedures related to dispute resolution processes in order to identify areas that can be improved upon.
- Performed data analysis using statistical tools to detect patterns of fraud or abuse.
- Developed reports outlining the scope of fraud trends, losses due to fraud, and recommendations for prevention measures.
Quality Analyst Lead
Intelenet Global Services - Account ITC Hotels
Gurgaon
09.2016 - 12.2017
- Led quality assurance initiatives to ensure compliance with industry standards.
- Developed and implemented testing strategies for various software applications.
- Collaborated with cross-functional teams to identify and resolve quality issues.
- Conducted root cause analysis to enhance process efficiency and effectiveness.
- Trained and mentored junior analysts in quality assurance best practices.
- Facilitated regular quality audits to maintain high service levels.
- Analyzed customer feedback to drive continuous improvement in service delivery.
- Conducted training sessions for personnel on quality assurance techniques.
- Monitored production operations for adherence to safety regulations.
- Created and maintained documentation related to quality assurance processes.
Training Lead
Intelenet Global Servicing - Account ITC Hotels
Gurgaon
09.2014 - 09.2016
- Designed training programs for staff at ITC Hotels to enhance service quality.
- Facilitated workshops on customer service standards and operational procedures.
- Collaborated with management to identify training needs and skill gaps.
- Monitored training effectiveness through feedback and assessment tools.
- Coordinated onboarding processes for new employees within the hospitality sector.
- Prepared reports summarizing key metrics associated with the success of each training program.
- Conducted regular assessments to evaluate the effectiveness of training programs.
- Managed multiple projects simultaneously while adhering to tight timelines and budgets.
Senior Customer Service Representative
Wings Customer Care
Gurgaon
08.2009 - 09.2014
- Assisted customers with inquiries and resolved issues promptly.
- Facilitated training sessions for new team members on service protocols.
- Managed customer accounts and updated information accurately.
- Consulted clients on travel destinations and itinerary planning.
- Researched and recommended travel packages based on client preferences.
- Coordinated travel logistics including flights, accommodations, and transportation.
- Developed strong relationships with suppliers and service providers for best options.
Education
Bachelor of Commerce - Commerce
National School of Open Learning
04.2009 - 04.2012
SS Mota Singh
Skills
- Fraud investigation
- Data analysis
- Compliance review
- Process improvement
- Risk assessment
- Cross-functional collaboration
- Training and development
- Problem solving
- Effective communication
- Project management
- Banking operations
- Case management
Languages
Hindi
First Language
English
Upper Intermediate (B2)
B2
Punjabi
Upper Intermediate (B2)
B2
Certification
- 3D Logo Designing & Graphic Fundamentals – Arena Animation Institute
- Advanced Excel for Business & Data Analysis – LinkedIn Learning
- Microsoft Power BI Essential Training – LinkedIn Learning
- Data Analytics Foundations – LinkedIn Learning
Affiliations
- Cooking and experimenting with new recipes
- Watching classic and old Bollywood movies
- Exploring new destinations and travel experiences
References
References available upon request.
Timeline
Dispute and Fraud Analyst
American Express India Private Limited
03.2018 - 06.2025
Quality Analyst Lead
Intelenet Global Services - Account ITC Hotels
09.2016 - 12.2017
Training Lead
Intelenet Global Servicing - Account ITC Hotels
09.2014 - 09.2016
Senior Customer Service Representative
Wings Customer Care
08.2009 - 09.2014
Bachelor of Commerce - Commerce
National School of Open Learning
04.2009 - 04.2012
SS Mota Singh