Harmeet Singh Sansova
Faridabad
Summary
Innovative professional known for high productivity and efficient task completion. Specialize in project management, process improvement, and technical troubleshooting. Possess strong problem-solving, critical thinking, and teamwork skills, enabling successful collaboration and innovative solutions. Excel in fast-paced environments requiring attention to detail and adherence to deadlines.
Overview
12
12
years of professional experience
Work History
Industrial Ops. Engineer (Professional 1)
Capgemini Technology Services India Limited
11.2019 - Current
- Working on mails provided on salesforce tool on daily basis.
- Assisting with TAC (Technical Assistance Center) case access issues, Handling feedback on Cisco.com content with one time solution to the clients.
- Create service request for the clients who are facing issue with their Cisco Devices.
- Managing account deletion/deactivation and personal data usage.
- Addressing inactive accounts and login/registration issues.
- Handling Escalation cases provided by the clients and providing the resolution on priority.
- Handling new development changes on the process for smooth working environment.
- Providing assistance to the peers as and when required.
- Provide training to the new joiners
- Prioritized tasks to meet tight deadlines, pitching in to assist others with project duties.
- Greeted customers and offered assistance for increased customer satisfaction.
- Monitored customer service metrics and performance indicators to identify areas of opportunity.
- Coordinated activities with Tech Engineers or other departments.
- Defined and maintained databases to deliver responsiveness to data client requests.
Senior Fraud Analyst
American Express
07.2015 - 11.2019
- Primary responsible for reverting chargeback raised by issuer bank against my airline merchant with proper documentation and notation
- Consistently maintained 50% and above win ration as against 30% benchmark
- Monitor high alert accounts to identify possible fraudulent activities and suspected transactions
- Analyze complex data for future risk estimation using past trends
- Contest chargeback claims when viable economically and monitor claims recovery
- Lead team of chargeback agents by guiding them through processes to determine fraudulent activities in clients' accounts
- Prepare periodic chargeback management reports and follow up on payments that may need to be made to clients
- Make-certain that all chargeback activities are handled in accordance to statutory requirements
- Perform intense research using different applications to provide strong supporting documentation in order to win case
- Additionally handled trainer's role :-
- Within 7 months of joining pilot batch, chosen for training and coaching of new hires
- Managed team of about 13 Band 28s as Trainer, provided floor support, timely feedback and reporting progress to management
- Established internal quality audit process, and has been recognized multiple times for my work with Blue rewards
- Actively participated in monthly calls with client and discuss process challenges and opportunities
Process Developer
Genpact India Pvt. Ltd
07.2012 - 08.2015
- Worked as ATM and Debit Card Claim Team for Wells Fargo Bank, US.
- Within 14 month of Joining appointed as Subject Matter Expert of new hires.
- Crediting and debiting the customer for the frauds happened in customer account through debit card.
- Also worked in process of crediting the customer's account for the frauds happens through check cards.
- Also check adherence of Regulation E of Federal Reserve in EFT.
- Also worked with Fraud Review process which report transactions to Visa, Wells Fargo Bank, USA
- Trained approx 3 batches of 10 process associates.
- Provided many process improvement ideas suggested changes in training module.
Education
High School Diploma -
Kendriya Vidhyalaya No 2
FaridabadSkills
- Advance Excel
- Analytical skills
- Problem-solving skills
- Performance review
- Team management
- Coordination
- Technical assistance
- Customer service
- Account management
- Escalation handling
- Training
- Prioritization
- Database management
- Chargeback management
- Fraud detection
- Risk estimation
- Research skills
- Regulation E compliance
- Fraud review process
- Failure Analysis
Merits and Achievement
- Promoted from Process Associate to Process Developer in 2013 (Genpact)
- Achieved 100% targets on daily basis and delivering the good work with the good quality in Chargeback process and received the Management's appreciation. (American Express)
- Awarded with Silver and Bronze award for my contribution (American Express)
- Represented Football team in process level at American Express and won Silver
- Promoted from Associate 1 to Associate 2 Engineer (Capgemini)
- Awarded with prestigious WOW award for client value creation (Capgemeni)
- Awarded with STAR award for committing to the pursuit of excellence (Capgemini)
- Awarded for quarter 2 of 2023 for best performance. (Capgemini)
Personal Information
- Date of Birth: 09/25/1989
- Nationality: Indian
- Marital Status: Married
Hobbies and Interests
- Certified mountaineer from Himalayan Mountaineering Institute, Darjeeling
- Played nationals in Football and Cricket
- Played District in Table Tennis
- Travelling
- Mixed Martial Arts
Timeline
Industrial Ops. Engineer (Professional 1)
Capgemini Technology Services India Limited
11.2019 - Current
Senior Fraud Analyst
American Express
07.2015 - 11.2019
Process Developer
Genpact India Pvt. Ltd
07.2012 - 08.2015
High School Diploma -
Kendriya Vidhyalaya No 2
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