Manoj Balhara
New Delhi
Summary
With a proven track record at American Express, I excelled in fraud prevention, strategy optimization and customer service, significantly enhancing client satisfaction. My expertise in active listening and critical thinking, combined with a knack for problem resolution, has consistently thwarted fraudulent activities, safeguarding customer interests and fostering trust.
Overview
8
8
years of professional experience
Work History
Senior Fraud Analyst
American Express, AMEX
12.2022 - Current
- Increased customer satisfaction by resolving fraud inquiries promptly over call and providing clear communication throughout the process.
- Helped over 50 American Express card members daily in detecting, preventing and tackling fraudulent activities on their card on incoming and out bound calls.
- Provided expert guidance on monitoring emerging fraud trends, ensuring proactive response to new threats and risks.
- Summarized all key information regarding investigation into detailed report for delivery to client.
Associate Analyst
Vaco Binary Semantics
11.2021 - 12.2022
- Interacted with over 40 business partners daily over call to support them with their queries regarding Google Hotel Ads.
- Helped business partners to advertise their properties on Google platform like Google search/travel and Google maps.
- Supported advertisers with their Google Ads account to set up campaigns and bidding.
Associate
BT Global Business Services
01.2019 - 07.2019
- Increased customer satisfaction by resolving complex issues over call in regards to BT products and providing exceptional service at all times.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved over 30 customer complaints daily with empathy, resulting in increased loyalty and repeat business.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Operations Representative
Concentrix
04.2017 - 10.2018
- Supported Amazon USA based sellers over phone call with their Amazon listing, sales and billing related queries.
- Provided coaching and mentoring to a team of 15 new hires, contributing to their successful integration into the team.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team for over 10 months.
- Conducted training sessions for a batch of new hires, ensuring consistent level of service across team.
Education
Bachelor of Arts - Economics
University of Delhi
New Delhi, India07-2016
CBSE - 12th
The Air Force School
New Delhi04-2013
CBSE - 10th
The Air Force School
New Delhi04-2011
Skills
- Transaction monitoring
- Fraud strategy optimization & prevention of fraud
- Customer service
- Active listening & critical thinking
- Problem resolution & relationship building
- Conflict resolution & De-escalation techniques
Accomplishments
Acted as a trainer and a mentor to train, upskill and monitor new hires.
Got recognized by senior management multiple times for top notch performance month on month.
Got awarded for leadership behavior at work and working on added responsibilities outside of BAU.
Timeline
Senior Fraud Analyst
American Express, AMEX
12.2022 - Current
Associate Analyst
Vaco Binary Semantics
11.2021 - 12.2022
Associate
BT Global Business Services
01.2019 - 07.2019
Operations Representative
Concentrix
04.2017 - 10.2018
Bachelor of Arts - Economics
University of Delhi
CBSE - 12th
The Air Force School
CBSE - 10th
The Air Force School
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