Pallavi Pritam
Agra
Summary
People-oriented Team Manager successful in monitoring performance, delegating work and motivating members. Versed in managing daily direction and team communication. Collaborative and resourceful professional dedicated to identifying needs to develop and deliver creative solutions. A rigorous task driven professional with work experience of more than 7+ experience in the relevant area.
Overview
11
11
years of professional experience
5
5
years of post-secondary education
Work History
Team Leader
Task US India Pvt. Ltd.
Gurgaon
08.2023 - Current
- Leading and managing a team of 15–20 employees, with regular monitoring of individual and team performance on a daily and weekly basis.
- Ensuring that the team's work is completed to deadlines.
- Monitor mailboxes consistently to ensure timely responses to all queries and escalations, and ensure that outstanding issues are tracked and resolved to completion.
- Effectively managing queues and delegating tasks to maintain optimal AHT and meet SLA targets consistently.
- Prepared and maintained daily operational reports, and led Weekly, Monthly, and Quarterly Business Reviews (WBR, MBR, QBR).
- Resolving any identified audit or regulatory issues within the agreed time frame.
- Partner performance is monitored and feedback is provided through monthly one to one meetings and through weekly boost.
- Ensure all internal and external errors are documented in error tracker with proper description and incidents raised in timely manner.
- To facilitate regular team meetings.
- Participate in relevant internal and external training programs to continuously enhance required skills and knowledge.
- Fulfill additional, relevant, tasks appropriate to the role and business requirements.
- Provides management and guidance to staff, fostering an environment which encourages employee participation, teamwork, and communication.
Senior Executive/Trainer
EXL Service
03.2023 - 07.2023
- Investigating mobile check deposit fraud that includes a review of member's complete account.
- Recognize and avoid fake check scams.
- Ensure confidentiality of all information collected during investigation.
- Interact with banks and customers to validate information and to confirm or cancel authorizations.
- Observe customer transactions to identify fraudulent activity such as account take over, friendly fraud, theft, counterfeit and similar other risks.
- Generate suspicious activity reports SAR and risk management reports for Managers.
- Training plans for new hires.
- Preparing the training materials and conducting training sessions.
- Handled small size team in their onboarding phase with process training.
Process Developer
Genpact
04.2019 - 03.2023
- Detection & Intervention for fraud transactions of debit and credit cards. Handling multiple queries over call or emails around fraud transaction from customer end. Good exposure of their processes, terminology and software tools.
- Transaction Review to identify activity for signature, Point of sale (POS) or PIN based claims.
- Segregate Fraud & Dispute defining different cases depending upon case scenario around fraud or dispute.
- Case creation and investigation on Aged Post cases.
- Managing complete Fraud & Chargeback process of current banking and finance process.
- Decision making to prevent any financial loss to the customer using various prevention tools.
- Handling Chargeback lifecycle which includes EMV (Europay, Mastercard & Visa).
- Experienced with card network system - Visa Resolve Online (VROL) and Mastercom.
- Keen attention to articulate the submitted documents by customer and research finding of documents while finalizing the reported transaction or claim.
- Strong business acumen for decision making in Fraud and Chargeback process with customer and process interest in mind.
- Re-presentment work done for merchant's providing T&C or other supporting document for disputed transactions, end up with debiting the customer the temp credit provided by financial institute while processing chargeback and recovery.
- Transaction monitoring, customer screening and KYC work done in AML.
- Ensuring delivery of quality services for AML screening (Customer profile and transactions).
- Investigating and assessing the financial risks posed by a company's operations and monitoring/ regulating high - risk activities.
- Narrative writing for red flag transactions.
- Keen attention to details & risk identification.
- Performing RCA and bridge process knowledge gaps for different fraud scenarios on banking cards or accounts.
- Dealing with SCAM and Digital fraud cases.
- Being a part of new joiners training program.
- Handled small size team in their onboarding phase with process training.
Admin Executive
Gaurav Construction
05.2018 - 03.2019
- Evaluate all projects and ensure compliance to all budgets for contract services.
- Assist contractors to evaluate all contract documents and prepare reports for any deficiencies in projects.
- Documents all construction activities and evaluate progress of all projects. Organizing project meetings.
- Monitor contracts, process billing, keep track of documents.
- Arrange project schedules, supervise workers and check in with clients.
Business Development Executive
Technosys IT Management Pvt Ltd
06.2015 - 04.2018
- Part of team working for US merchant and US merchant processing campaign.
- Setting up meetings, planning and preparing presentations.
- Communicating new product development to prospective clients. Overseeing the development of marketing literature.
- Preparing reports and providing management with feedback.
Education
Master of Commerce -
College of Commerce
07.2017 - 04.2019
Bachelor of Commerce -
College of Commerce
07.2012 - 04.2015
12th Board -
Baldwin Academy
07.2010 - 01/2012
10th Board -
St. John's High School
07.2009 - 01/2010
Skills
- Research competencies
- Fraud & Dispute
- Detection & Intervention
- Chargeback
- Digital & Scam handling
- Customer solution
- Risk Management
- Integrity and decision making
- Accuracy
- Financial services
- AML
- Screening
Area Of Expertise
Fraud Investigation
Disputes & Chargeback
Customer Solutions
Risk Management & Mitigation
KYC,AML, Screening
Performance Management
Conflict Resolution
Mentorship & Coaching
Strategic Planning
Professional Accomplishments
- Led the successful setup and transition of a new pilot project. Responsible for end-to-end ownership, including client requirement analysis, stakeholder coordination, and delivery execution.
- Recognized by both clients and management for exceptional leadership, earning Best Team Leader awards consecutively for five months.
- Successfully completed the Fraud Fighter Program, gaining comprehensive knowledge of fraud detection, prevention strategies, and risk mitigation processes.
- Awarded in Bronze category twice for INTEGRITY- Performance with exceptional integrity.
- Awarded in Gold category for being COURAGEOUS- Ability to influence change.
- 'Rise Award' for going an extra mile for a vulnerable customer.
- 'Star voice of the month' multiple times.
Languages
English
Advanced
C1
Hindi
Proficient
C2
Timeline
Team Leader
Task US India Pvt. Ltd.
08.2023 - Current
Senior Executive/Trainer
EXL Service
03.2023 - 07.2023
Process Developer
Genpact
04.2019 - 03.2023
Admin Executive
Gaurav Construction
05.2018 - 03.2019
Master of Commerce -
College of Commerce
07.2017 - 04.2019
Business Development Executive
Technosys IT Management Pvt Ltd
06.2015 - 04.2018
Bachelor of Commerce -
College of Commerce
07.2012 - 04.2015
12th Board -
Baldwin Academy
07.2010 - 01/2012
10th Board -
St. John's High School
07.2009 - 01/2010