Mary Fastina M
Bangalore
Summary
Lead Representative with strong background in driving operational efficiency and delivering impactful results. Skilled in team collaboration, problem-solving, and managing dynamic environments. Reliable with focus on adaptability, customer service, and effective communication. Equipped with leadership, strategic planning, and conflict resolution abilities that align with organizational goals. Completed Post Graduate Diploma in Data Science to strengthen analytical and technical skills.
Overview
10
10
years of professional experience
Work History
Lead Representative - Disputes, Limitations & KYC
PayPal India Pvt Ltd
Bengaluru, India (Remote)
11.2018 - Current
- Actively participated in projects aimed at enhancing product offerings and improving overall team productivity, contributing to the company's success and growth.
- Analyzed detractors and promoters of fellow agents, sharing constructive feedback to enhance their performance.
- Mentored newly joined team members, providing guidance and support to help them achieve company performance targets and excel in their roles.
- Analyzed customer transaction patterns and account behavior to identify suspicious activity and detect potential fraud.
- Conducted in-depth investigations into fraud cases, gathering and reviewing evidence to assess legitimacy and impact.
- Performed 360-degree alert reviews across fraud types such as Account Takeover (ATO), Phishing Takeover (PTO), Identity Theft, First-Party Fraud, and more.
- Evaluated data trends and anomalies to determine appropriate outcomes such as case closure, customer reimbursement, or escalation.
- Adjudicated fraud incidents and applied mitigation steps in line with internal policies and compliance requirements.
- Provided expert guidance on chargebacks, disputes, and fraud-related issues while ensuring a balance of compliance and customer satisfaction.
- Identified process gaps and recommended enhancements to reduce operational risk and improve fraud prevention.
- Supported KYC reviews by analyzing customer profiles and datasets against regulatory standards and watchlists.
- Led team in implementing streamlined customer service protocols, enhancing overall efficiency.
- Trained and mentored junior and new representatives , fostering skill development and teamwork.
- Analyzed customer feedback to identify trends and improve service delivery processes.
- Coordinated cross-functional initiatives to enhance communication between departments, improving customer satisfaction rates.
- Managed escalated customer inquiries with professionalism, resolving issues effectively to maintain client trust.
Senior Representative (KYC)
Via.com
06.2017 - 10.2018
Senior Representatives
Concentrix
06.2015 - 03.2017
Education
Bachelor of Commerce - Accounting And Finance
Maharani Women's College of Commerce And Arts
Bengaluru, India07.2025
Diploma in Data Science - Data Analytics
Data Trained
Bengaluru, India04-2024
Skills
- Investigative & Auditing Skills
- Innovative thinking
- Diligence
- Initiative-Driven
- Client engagement
- Teamwork & Team Leadership
- Problem Solving
- KYC and Fraud Prevention Tool
- MS Office (Excel, Word, PowerPoint)
- Team management
- Strong leadership
Disclaimer
I do hereby declare that all the information given above is true to the best of my knowledge and belief.
Timeline
Lead Representative - Disputes, Limitations & KYC
PayPal India Pvt Ltd
11.2018 - Current
Senior Representative (KYC)
Via.com
06.2017 - 10.2018
Senior Representatives
Concentrix
06.2015 - 03.2017
Bachelor of Commerce - Accounting And Finance
Maharani Women's College of Commerce And Arts
Diploma in Data Science - Data Analytics
Data Trained