Mohammed Zubair

The goal is to contribute to an organization’s success by applying expertise and being an integral part of a dynamic team working towards collective growth and excellence.

• JPMorgan & Chase, Started as a Fraud Specialist, received cross-training to support various recovery departments, currently involved in the Fraudulent Application Team.
• 24[7].ai, Began as a customer service agent, recognized as a five-star performer, promoted to RSME and received the Best SME certificate, further promoted to RTL.

• Fraud Specialist II, JPMorgan Chase & Co., 09/01/20, Conduct thorough investigations on reported credit card fraud to identify and recover losses., Analyze customer data and transaction patterns to detect potential fraud., Implement measures and recover funds to minimize risks and losses., Collaborate with cross-functional teams to develop and enhance processes., Investigate Credit Card application for identity theft., Collaborate with onshore teams Executive Office/ Payment channel/ Credit balance reverse., Review documents sent by customers to verify if the true customer applied for the credit card.
• Corporate Travel Consultant, American Express Global Business Travel, 02/01/20, 09/01/20, Provided travel assistance and support to corporate clients., Managed travel bookings and itineraries, ensuring compliance with travel policies and budget., Offered personalized recommendations and options to optimize travel plans and cost savings., Provided exceptional customer service, addressing inquiries and resolving issues., Collaborated with travel suppliers and negotiated contracts and rates for travel., Stayed updated on industry trends to provide the latest travel information to clients., Additional responsibilities included customer service issue follow-up and resolution, visa and/or passport processing, voids, refunds, exchanges, and split ticketing.
• Customer Support Associate/ RSME/ RTL, [24]7.AI, 04/01/17, 02/01/20, Provided support to customers and addressed their inquiries and issues., Demonstrated effective communication and problem-solving skills to ensure customer satisfaction., Coached team members to achieve goals and develop necessary skills., Offered constructive feedback and demonstrated desired skills and work ethic., Collaborated with team members to improve performance and overcome challenges., Cascaded changes/updates to team members., Set clear goals that align with the team’s mission and vision., Tracked and structured tasks, employees, and documents., Conducted call listening sessions to determine the cause of negative survey.
• Customer Support, First source Solutions Limited, 03/01/15, 04/01/17, Answered calls efficiently, leading by example and providing excellent service., Ensured work was dealt with accurately and to a high standard., Identified customer needs and assisted them in using specific features.