PRATEEK SHARMA
New Delhi
Summary
Process Developer with extensive experience at FIS & Genpact, specializing in resolving complex client discrepancies, Transaction analysis, fraud cases and Dispute handling. Proven ability to meet productivity targets while training newcomers and managing team queries. skilled in crisis management, ensuring client satisfaction and operational excellence.
Overview
17
17
years of professional experience
Work History
Process Developer
Genpact
Gurugram
12.2023 - 04.2026
- Well versed with CITRIX(DRC –Dispute Resolution Centre), a mainframe system that gives all the information with respect to billing inquiries, calculation errors, transactions done on credit card, historical records and personal details.
- Achieved productivity targets by processing high volumes of inventory daily.
- Resolved discrepancies and queries for clients, ensuring card member and merchant satisfaction.
- Handling and resolving frauds and disputes of Clients associated with Retail, Mail order (Online shopping) and Service industry in the United States.
- Managed fraud-related transactions and addressed queries on interest charges, late fees, payments, monthly statements, membership fees, rebates, promotional offers, supplementary credit cards, and address and name change requests.
- Handling Escalation queries, High dollar cases.
- Handling True Manual Charge backs and World MasterCard cases.
- In-depth study of various merchants operating within and outside the United States and taking decisions based on support received from them.
- Communicating with Clients/Card members through automated system generated e-mails.
Fraud Analyst/Account Protection Specialist
FIS Global Business Solutions
Gurugram
12.2008 - 12.2023
- Conducted bi-monthly compliance reviews, ensuring adherence to regulations and minimizing risk.
- Prepared integrity reports to evaluate data accuracy and reliability, supporting informed decision-making.
- Resolved customer inquiries on NSF, Stop Payment fees, and overdraft charges, enhancing customer satisfaction.
- Handling Accounts for Ally Bank including account servicing and account maintenance.
- Handling financial transactions and generating checks using PD Teller a teller application.
- Well versed with PROFILE (Web CSR), a core banking system that gives all the information with respect to billing inquiries, calculation errors, transactions done on account, historical records and personal details.
- Generating Reports using HOST SERVER (PUTTY) including Closed Account report, Term type report, Check Order reports, Stop Payment Reports.
- Meeting productivity targets by churning volumes from the queues in SALESFORCE.
- Addressed team queries and managed escalations by providing timely solutions.
- Training and Development of Newcomers.
- Assigning different lines of work and Crisis management.
- Communicating with clients through automated system generated mails, manual mails and direct calls.
- Handling CDs including maturity, renewal, interest disbursements etc.
Education
B.A. -
Delhi University
Skills
- Microsoft Word
- PowerPoint
- Excel
- Access
- Data analysis
- Team query resolution
- Offshore mail coordination
- Team quality control
Accomplishments
- Won Elite award five times.
- Won monthly Spot awards several times for best performance in the team.
Hobbies and Interests
- Reading newspapers to understand the dynamics of India and the world.
- Playing Cricket
- Listening to Music
- Learning about new cultures.
Languages
- English
- Hindi
Computer Languages And Skills
Microsoft Word, PowerPoint, Excel, Access, Handling team queries, Sending manual mails to off shore, QC of team associates
Personal Information
- Age: 39
- Date of Birth: 09/21/86
- Gender: Male
Timeline
Process Developer
Genpact
12.2023 - 04.2026
Fraud Analyst/Account Protection Specialist
FIS Global Business Solutions
12.2008 - 12.2023
B.A. -
Delhi University