Mohammad Ikramuddin
Gurgaon
Summary
Highly skilled customer service professional equipped to enhance client satisfaction and streamline processes. Proven ability to analyze data, resolve complex issues, and implement effective solutions. Strong focus on team collaboration and achieving results, adaptable to changing needs. Demonstrates exceptional communication, problem-solving, and leadership skills.
Overview
4
4
years of professional experience
Work History
Senior Customer Service Analyst
American Express (India) Private Limited
05.2025 - Current
- Improved customer satisfaction by efficiently resolving complex issues and providing exceptional service on American express credit card services.
- Performed credit balance transfers and refunds on card accounts, ensuring timely and error-free processing.
- Executed end-to-end card maintenance activities including account updates, corrections, and closure requests with 100% compliance.
- Managed authorized signatory records by handling additions, updates, and deletions in line with company and regulatory policies.
- Collaborated with clients to resolve account-related queries and deliver high-quality customer support, contributing to improved satisfaction scores.
- Supported new account setups and onboarding, ensuring accurate execution of requests within defined SLAs.
FinCrime Analyst
Revolut Technologies India Private Limited
08.2024 - 05.2025
- Identify and recommend process improvements to reduce fraud risk
- Conduct investigations into suspected fraudulent activities
- Monitor and review customer accounts for suspicious activity
- Identify data anomalies and red flags for money laundering, terrorist financing, fraud,
sanctions violations, and escalate for second level review. - Adhere to all designated timeframes and procedures to ensure on time and accurate
completion of work. - Submit written work product for review by AMLRS quality control teams, made the
requested adjustments as necessary, and applied the feedback forward. - Meet production and quality standards for completing assignments.
- Assist other members of the Compliance Unit, data management efforts, and other
company employees to maintain and implement the most effective means of meeting
the company's AML and other transaction analysis and reporting requirements - Perform Manual review on accounts claimed as Fraud by card members/Third parties.
- Highlight issues through feedback and recommend changes in workflows, procedures, service levels, based on customer demands to meet their needs and ensure quality service is given at all times.
Senior Process Associate
Tata Consultancy Services Private Limited
05.2021 - 08.2024
- Fostered strong working relationships with stakeholders through clear communication, resulting in seamless project execution.
- Maintained accurate documentation of processes, facilitating easy reference for internal audits and knowledge transfer.
- Increased customer satisfaction by promptly addressing concerns and providing effective solutions tailored to their needs.
- Played an instrumental role in achieving departmental goals by consistently delivering results on target or above expectations.
- Met month-end reporting objectives and deadlines.
Education
Master of Computer Applications - Computer Applications
Integral University
09-2023
Bachelor of Computer Applications - Computer Applications
Integral University
09-2020
Intermediate Certificate - Science Education
Brains Convent School
07-2017
High School - Science Education
Unity College
07-2015
Skills
- Analytical thinking
- Problem-solving
- Teamwork and collaboration
- Data research and validation
- Decision-making Time management
- Root-cause analysis Documentation and reporting Process
Languages
English
Bilingual or Proficient (C2)
Hindi
Bilingual or Proficient (C2)
Personal Information
Timeline
Senior Customer Service Analyst
American Express (India) Private Limited
05.2025 - Current
FinCrime Analyst
Revolut Technologies India Private Limited
08.2024 - 05.2025
Senior Process Associate
Tata Consultancy Services Private Limited
05.2021 - 08.2024
Bachelor of Computer Applications - Computer Applications
Integral University
Intermediate Certificate - Science Education
Brains Convent School
High School - Science Education
Unity College
Master of Computer Applications - Computer Applications
Integral University
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