SACHIN SHEKHAR
Master Analyst(Disputes)
Gurugram
Summary
Confident and ambitious individual with a passion for tackling challenges. Strong communication skills, proven organizational abilities, and the ability to handle multiple tasks in team and non-team environments. Inclined towards taking on higher responsibilities, working diligently, and achieving success.
Overview
10
10
years of professional experience
1
1
Certification
2
2
Languages
Work History
Master Analyst (DISPUTES)
American Express
Gurugram
09.2021 - Current
- Skillfully navigated card member and merchant disputes, ensuring high levels of customer satisfaction.
- Advocated effectively for all parties using strong written communication skills with key stakeholders.
- Diligently adhered to FCBA regulations to swiftly address and resolve financial disputes.
- Complied meticulously with REG-Z standards in all forms of communication.
- Achieved exceptional VOCM and RTF scores in 2023 and 2024, reflecting superior service quality.
- Recognized for flawless performance with a Efficiency Enabler award in Q1 of 2025.
- Fostered team excellence by sharing best practices and specialized knowledge.
- Rigorously supervised team compliance, pinpointing and documenting any procedural discrepancies according to SOP.
Senior Account Protection Specialist (FAST)
American Express
Gurugram
01.2020 - 08.2021
- Mitigated card member exposure to fraud and identity theft through vigilant monitoring and intervention.
- Managed Fraud Application (FRAP) accounts by employing KYC verification with Federal and American Express resources.
- Detected and addressed membership rewards fraud, ensuring the integrity of reward programs.
- Utilized KYC and AML tools to identify and prevent credit fraud, safeguarding against Identity and Account Takeover threats.
- Investigated and resolved queries related to Politically Exposed Persons (PEP) accounts, maintaining compliance and risk management.
- Achieved one of the highest Return to Fraud (RTF) and Voice of Customer Metrics (VOCM) in 2020 and 2021, demonstrating exceptional performance.
- Supported team performance by providing bi-weekly and monthly cost metric analyses, enabling effective performance tracking and management.
Process Advisor (Digital Servicing)
Barclays Global Service Centre
Noida
06.2015 - 01.2020
- Delivered exceptional digital customer service, addressing all online banking requirements.
- Ensured team proficiency by disseminating regular updates from onshore teams and various departments.
- Achieved implementation of two innovative PitchIn ideas in Q4 2018, including the award-winning 'The Smartest Idea'.
- Spearheaded the integration of multiple self-service features within the BMB application, enhancing user autonomy.
- Contributed to a significant Net Promoter Score (NPS) increase for both the team and the overall floor.
- Collaborated with the digital banking management team to streamline Average Handling Time (AHT).
- Selected for the pilot initiative of digital business banking and Pingit at the Noida Site, demonstrating cutting-edge service delivery.
- Managed cost metrics, facilitated engaging buzz sessions, and resolved team queries to optimize performance.
- Mentored new agents, providing guidance and support to ensure adherence to digital servicing standards.
- Engaged in corporate social responsibility through the 'Circle of Hope' initiative, imparting education to Hope Foundation students.
- Acquired the Digital Driving License from Barclays PLC, reflecting a commitment to technological proficiency and digital trend awareness.
- Increased customer satisfaction by proactively addressing concerns and implementing feedback-driven improvements.
Education
Bachelor of Arts - Public Administration
IGNOU
New Delhi, IndiaISC
Andhra Association English School
Jamshedpur, India10th - ICSE
Srikrishna Public School
Jamshedpur, IndiaSkills
- Effective verbal communication
- Customer account management
- Collaborative teamwork skills
- Effective presentation skills
- Effective verbal communication
Accomplishments
- Winner of National Creativity Olympiad in 2005.
- Was awarded for the Best Presentation on Drug Addiction by TMH (Tata Main Hospital) in 2010.
Interests
Travelling
Cooking
Listening Music
Personal Information
- Father's Name: Sudhanshu Shekhar
- Date of Birth: 11/21/91
Certification
Barclays Digital Driving License
Timeline
Master Analyst (DISPUTES)
American Express
09.2021 - Current
Senior Account Protection Specialist (FAST)
American Express
01.2020 - 08.2021
Barclays Digital Driving License
01-2017
Process Advisor (Digital Servicing)
Barclays Global Service Centre
06.2015 - 01.2020
Bachelor of Arts - Public Administration
IGNOU
ISC
Andhra Association English School
10th - ICSE
Srikrishna Public School
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