RAJAT TAMANG
Fraud Analyst
New Delhi
Summary
Customer service specialist and business development executive with 13 years’ experience leading teams in driving organizational growth and revenue. Skilled at developing and implementing comprehensive training programs for staff members to ensure the highest levels of service are delivered consistently. Enthusiastic and ambitious customer service specialist with wide-spread transferable skills in management, sales, and operations. Exceptional ability to connect with people and understand their wants, needs, and desires and delivering legendary service on every interaction. Timely and professional with extraordinary communication skills and ability to build and cultivate relationships to drive business retention. Relentless professional known for working hard to determine risk levels. A well-spoken Fraud Analyst promoting exemplary talents in reviewing accounts and identifying issues. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
12
12
years of professional experience
7
7
years of post-secondary education
Work History
Lead Customer Care Professional & Fraud Analyst
American Express India PVT LTD
Gurgaon
11.2017 - Current
- Resolve customer complaints or answer customers' questions regarding policies and procedures
- Analyze financial activities of establishments or departments and provide input into budget planning and preparation processes
- Research, compile, and prepare reports, manuals, correspondence, or other information required by management or governmental agencies
- Consult with managers or other personnel to resolve problems in areas such as equipment performance, output quality, or work schedules
- Develop or update procedures, policies, or standards
- Provide employees with guidance in handling difficult or complex problems or in resolving escalated complaints or disputes
- Supervise the work of office, administrative, or customer service employees to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems
- Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken
- Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills
- Check to ensure that appropriate changes were made to resolve customers' problems
- Review claims adjustments with dealers, examining parts claimed to be defective, and approving or disapproving dealers' claims
- Compare disputed merchandise with original requisitions and information from invoices and prepare invoices for returned goods.
- Implemented internal controls to maintain integrity and accuracy of financial records.
- Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
- Analyzed large amounts of data to find patterns of fraud and anomalies.
- Contacted customers directly to notify of fraudulent activity and minimize impacts.
- Collaborated with team members to discuss fraud trends and brainstorm methods to combat this type of crime.
- Analyzed financial statements to identify discrepancies, irregularities and fraudulent activity.
Lead Subject Matter Expert
EXL Services Pvt Ltd
Noida
01.2012 - 06.2017
- Interpret and communicate work procedures and company policies to staff
- Designed and prepared technical reports, studies, and related documentation.
- Supported teams in continuous delivery of quality products and services, enhancing usage and introducing new features.
- Discuss job performance problems with employees to identify causes and issues and to work on resolving problems
- Design, implement, or evaluate staff training and development programs, customer service initiatives, or performance measurement criteria
- Make recommendations to management concerning such issues as staffing decisions or procedural changes
- Consult with managers or other personnel to resolve problems in areas such as equipment performance, output quality, or work schedules
- Develop or update procedures, policies, or standards
- Evaluate employees' job performance and conformance to regulations and recommend appropriate personnel action
- Provide employees with guidance in handling difficult or complex problems or in resolving escalated complaints or disputes
- Prepare and issue work schedules, deadlines, and duty assignments for office or administrative staff
- Review records or reports pertaining to activities such as production, payroll, or shipping to verify details, monitor work activities, or evaluate performance
- Led teams in scheduled and unscheduled equipment maintenance to optimize readiness.
- Improved user productivity and efficiency through system training and support.
Broadband Billing Representative
HCL Technologies
Noida
05.2011 - 12.2011
- Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills
- Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken
- Identified, researched, and resolved billing variances to maintain system accuracy and currency.
- Assessed accounts for payment status and reached out to customers.
- Reviewed and solved account and billing discrepancies.
Education
Data Analyst & Data Science -
ExcelR Solutions
Online 06.2023 - Current
B.COM - Commerce
Shobhit University
UTTAR, PRADESH 06.2011 - 06.2014
BTEC
Frankfinn Institute Of Air Hostess Training
10.2009 - 12.2010
Intermediate - MPC
De Paul School
ISC Board 04.2008 - 05.2009
Matriculation - Science
De Paul School
ISCE Board 04.2006 - 05.2007
Skills
Aviationundefined
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Data Analyst & Data Science -
ExcelR Solutions
06.2023 - Current
Lead Customer Care Professional & Fraud Analyst
American Express India PVT LTD
11.2017 - Current
Lead Subject Matter Expert
EXL Services Pvt Ltd
01.2012 - 06.2017
B.COM - Commerce
Shobhit University
06.2011 - 06.2014
Broadband Billing Representative
HCL Technologies
05.2011 - 12.2011
BTEC
Frankfinn Institute Of Air Hostess Training
10.2009 - 12.2010
Intermediate - MPC
De Paul School
04.2008 - 05.2009
Matriculation - Science
De Paul School
04.2006 - 05.2007
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