KRITI VISHWAKARMA
Data and Fraud Analyst
Noida
Summary
I am a motivated professional with a background in Electronics and Communication Engineering, specializing in fraud detection and dispute resolution. My analytical mindset and commitment to security have been honed through my experience. My goal is to innovate solutions that protect organizations from fraud while fostering a culture of ethics and integrity, and I am eager to enhance my data analysis and risk management skills
Overview
7
7
years of professional experience
6
6
years of post-secondary education
Work History
Data Analyst (Client Service Coordinator)
ETeam
10.2024 - Current
- Company Overview: A company dedicated to delivering top talent and operational efficiency
- Acted as the primary point of contact for clients, ensuring seamless communication and service delivery
- Managed client inquiries, resolved issues, and provided timely updates on service requests
- Coordinated with internal teams (recruitment and operations) to meet client needs efficiently
- Tracked and maintained client service records, ensuring accurate documentation
- Monitored project progress, escalated concerns, and ensured adherence to service-level agreements (SLAs)
- Conducted regular follow-ups with clients to ensure satisfaction and identify areas for improvement
- Provided reports and insights to management for service enhancement and client retention
- A company dedicated to delivering top talent and operational efficiency
Senior Fraud and Dispute Analyst
American Express
04.2022 - 09.2024
- Company Overview: A leading global payment company, providing secure financial services
- Assessed and approved high-value dispute claims with a focus on fairness and accuracy
- Actively contributed to change control meetings, discussing and implementing procedural changes
- Conducted thorough analyses of claimant transaction histories and online data to determine claim validity using industry fraud trends
- Estimated, evaluated, investigated, and responded to disputes raised by card members to ensure fair resolution
- Specialized in resolving US card fraud and disputes, adhering to financial regulations
- Ensured compliance with chargeback rules and regulations to reduce regulatory risk
- Maintained strict quality and compliance guidelines in all actions and decisions
- A leading global payment company, providing secure financial services
Fraud Prevention Analyst (Project: US Banking Fraud)
FIS
05.2021 - 04.2022
- Company Overview: A global leader in technology and services for financial institutions
- Retrieved data from Interactive Reporting Studio (Hyperion) based on client fraud reports and created Falcon rules for fraud detection
- Used Falcon Fraud Manager and Falcon Fraud Expert tools to deploy rules for multiple clients
- Manipulated data within Excel using pivot tables for detailed evaluation
- Suggested rules and provided fraud trend reports to multiple clients, including TD Bank
- Monitored Revenue Assurance (RA) reports based on fraud detection
- Resolved client queries via direct emails and SNOW tickets based on SLA
- Generated and resolved tickets in the form of Service Requests (SR) or Incident Reports (IR)
- A global leader in technology and services for financial institutions
Fraud Analyst/Data Analyst (Project: Airtel Africa)
Aegis LTD
08.2018 - 05.2021
- Company Overview: A global leader in outsourcing business, providing a range of business processing services
- Actively involved in real-time monitoring of various types of telecom fraud in African countries operated by Airtel Africa
- Retrieved CDR (Call Data Records) using ROC Front End from the database
- Used custom SQL queries to fetch records from the database
- Analysed retrieved data from the database on MS Excel using graphical representations, pivot tables, and formulas
- Escalated suspicious usage to relevant operation countries (OPCOs) via emails, describing suspected fraud with attached data
- A global leader in outsourcing business, providing a range of business processing services
IT Operation Associate/IT Help Desk Analyst
Accenture
11.2017 - 06.2018
- Company Overview: A global leader in professional services, providing a broad range of services and solutions
- Ensured all tickets and projects created in ServiceNow were completed in a timely manner
- Accurately recorded and documented all details of incidents or service requests, including categorization and priority into ServiceNow
- Restored normal service within agreed SLAs through adherence to the Incident Management process
- Managed the Technical Support Team for Hilton Hotel Management, including credit card interfaces, IT support, and management tasks
- A global leader in professional services, providing a broad range of services and solutions
Education
B. Tech -
NIST
Berhampur, Odisha 08.2013 - 08.2017
Intermediate - undefined
SJ DAV Public School
Chaibasa, Jharkhand 05.2011 - 05.2013
Skills
Data manipulation using SQL
Data validation
Power BI
Data cleaning
Microsoft Office
Excel functions
Pivot table
Data visualization and presentations
Data analysis
Python programming
Accomplishments
- Enhanced Fraud Detection: Improved fraud detection accuracy by 30% through advanced data analytics and reporting.
- Expedited Dispute Resolutions: Resolved 95% of client disputes within 48 hours, surpassing the SLA expectations.
- Cost Reduction Initiative: Reduced operational costs by 15% via automation of fraud management processes.
- Client Satisfaction Improvement: Increased client satisfaction scores by 25% through efficient service delivery coordination.
Timeline
Data Analyst (Client Service Coordinator)
ETeam
10.2024 - Current
Senior Fraud and Dispute Analyst
American Express
04.2022 - 09.2024
Fraud Prevention Analyst (Project: US Banking Fraud)
FIS
05.2021 - 04.2022
Fraud Analyst/Data Analyst (Project: Airtel Africa)
Aegis LTD
08.2018 - 05.2021
IT Operation Associate/IT Help Desk Analyst
Accenture
11.2017 - 06.2018
B. Tech -
NIST
08.2013 - 08.2017
Intermediate - undefined
SJ DAV Public School
05.2011 - 05.2013