Summary
Overview
Work History
Skills
Timeline
Generic

Reena Toppo

New Delhi

Summary

Dynamic professional with extensive experience in fraud prevention and dispute resolution at American Express. Proven problem solver and effective communicator with a strong track record in training and mentoring teams. Developed best practices that significantly enhanced operational efficiency and customer satisfaction. Leveraged analytical skills to investigate and resolve complex financial discrepancies.

Overview

17
17
years of professional experience

Work History

Lead CCP Dispute

American Express
GURGAON
07.2014 - 04.2025
  • Reviewed customer inquiries and complaints to pinpoint potential disputes.
  • Analyzed transactions for fraud or errors to ensure accuracy.
  • Conducted credit card chargeback investigations and compiled detailed reports.
  • Processed credit card refunds within established timelines to maintain customer satisfaction.
  • Updated customer accounts with relevant dispute information as required.
  • Assisted in the formulation of dispute resolution procedures and policies.
  • Investigated discrepancies between customer accounts and records to resolve issues.
  • Developed best practices for efficient and effective dispute handling.

Credit Analyst

American express
GURGAON
07.2014 - 04.2025
  • Negotiated payment plans with customers to resolve overdue balances.
  • Monitored customer payment activities and reported discrepancies.
  • Processed write-offs of uncollectible accounts per established guidelines.
  • Identified delinquent accounts through skip tracing and other methods.
  • Provided training and mentoring to junior analysts on collections team.
  • Investigated customer complaints regarding billing issues and payment disputes.

Fraud Prevention Specialist

American express
GURGAON
07.2014 - 04.2025
  • Monitored customer accounts for unusual behaviors indicating potential fraud.
  • Investigated suspicious transactions, identifying patterns and reporting findings to management.
  • Assessed anti-fraud measures by evaluating performance metrics and investigation timelines.
  • Participated in training sessions on emerging threats in online security and digital payments.

Advisor

Barclays
Noida
12.2010 - 07.2014
  • Resolved complex issues during collections process, enhancing overall efficiency.
  • Demonstrated strong problem-solving skills, addressing challenges effectively.
  • Processed payments through credit cards, online banking, and cash transactions.
  • Utilized skip tracing techniques, including calls, internet searches, and databases.
  • Attended weekly meetings with internal departments to review collections progress.
  • Assisted new hires with training and assessments to ensure readiness.
  • Supported team by providing process assistance and best practices.

Process Associate

Genpact India
GURGAON
04.2008 - 08.2010
  • Developed creative solutions to exceed customer satisfaction metrics.
  • Utilized various software tools to streamline processes and enhance performance.
  • Contributed innovative ideas to improve team outcomes and productivity.
  • Collaborated with cross-functional teams to achieve strategic objectives.

Skills

  • Effective communication
  • Problem solving
  • Training and mentoring
  • Onboarding and orientation
  • Employee evaluation
  • People management

Timeline

Lead CCP Dispute

American Express
07.2014 - 04.2025

Credit Analyst

American express
07.2014 - 04.2025

Fraud Prevention Specialist

American express
07.2014 - 04.2025

Advisor

Barclays
12.2010 - 07.2014

Process Associate

Genpact India
04.2008 - 08.2010

Similar Profiles

CREATE PROFILE
Reena Toppo