Neeraj Lohani
Faridabad
Summary
Driven Fraud Analyst proudly offering over 11 years' experience in project management, data analysis and fraudulent pattern identification. A determined professional known for reviewing and identifying suspicious activity. Offering a relentless commitment to finding solutions to problems.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Fraud Analyst
American Express
Haryana
01.2013 - Current
- 11 years at American Express with in-depth knowledge and expertise across fraud prevention, customer experience and project management domain.
- Strong people management and leadership skills, with ability to communicate at all levels.
- Have led and delivered on key projects, leading to process improvement and efficiencies.
- Demonstrated ability to champion and collaborate on customer issues, while balancing enterprise strategy.
- Excellent reputation among peers, for resolving business related problems and developing methods, leading to enhanced cardmember satisfaction.
- Supervised customer service metric requirements for new team members and prepared a variety of written communication reports and documents.
- Consulted & coordinated with all fraud live chat teams, to resolve discrepancies and create effective solutions to any ongoing issues.
- Ensured that daily volumes are worked in a timely manner, in full compliance with risk management and financial policies.
- Participated in various initiatives, including team-building activities, to enhance working relationships.
Subject Matter Expert
DELL
Gurgaon
08.2011 - 12.2012
- Created monthly reports & highlighted proposed changes regarding performance and efficiency enhancement.
- Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes.
- Managed a portfolio of complex cases, ensuring timely resolution and compliance with applicable laws.
Sales Trainer
Teleperformance
Gurgaon
07.2009 - 04.2011
- Trained and mentored junior sales and support staff to generate ideas, share knowledge, and commit to building successful client relationships.
- Organized monthly workshops that helped improve sales & customer handling skills for a team of 45+ agents
- Increased customer base by 2% following a series of dedicated outbound sales campaigns.
- Analyzed customer feedback data to determine areas of improvement in product and service offerings.
Quality Analyst
Convergys
Gurgaon
08.2007 - 06.2009
- Evaluated interactions between associates and customers to assess personnel performance and implement strategies for customer satisfaction improvement.
- Conducted regular performance reviews of customer care agents, providing coaching when needed.
Education
Bachelor of Arts - Sociology
IGNOU
12.2010
Skills
- Analytical skills
- Flexible & Adaptable
- Multitasking abilities
- Leadership
- Strategic planning
- Project Management
- Business planning
- MS Office
Accomplishments
- Highlighted & successfully resolved Mobile Messaging platform issues during initial launch & testing phase, through rigorous consumer testing and continuous feedback from both customers & team members.
- Supervised team of 30+ staff members, whenever needed.
- Documented and highlighted multiple process related gaps, which led to creation of a separate ECCO tool for fraud live chat.
- Achieved reduced chat handling time by introducing hotkeys for most of the common tasks/statements.
- Collaborated with team of 7+ people in the development & initial testing phase of Mobile Messaging & Live Engage platforms.
Certification
- Six Sigma: Black Belt
- Lean Six Sigma: Analyze, Improve, and Control Tools
- Operational Excellence Work-Out and Kaizen Facilitator
- Project Management: Technical Projects
- Project Management Foundations: Budgets
Languages
English
First Language
Timeline
Fraud Analyst
American Express
01.2013 - Current
Subject Matter Expert
DELL
08.2011 - 12.2012
Sales Trainer
Teleperformance
07.2009 - 04.2011
Quality Analyst
Convergys
08.2007 - 06.2009
Bachelor of Arts - Sociology
IGNOU
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