Sharon Franklin
New Delhi
Summary
Detail-oriented Risk and Trust Management Specialist with proven expertise in background checks, fraud prevention, and risk analysis. Demonstrated ability to identify high-risk reservations and verify identities, ensuring platform integrity and security. Experienced in trust investigations and customer complaint resolution, with a strong focus on compliance and risk mitigation. Committed to enhancing community safety through proactive risk assessments and policy development.
Overview
15
15
years of professional experience
Work History
Trust and Safety Specialist
Airbnb Global capability centre India PVT LTD
Gurugram
02.2019 - 09.2025
- Conducted thorough investigations into suspicious account activities and fraudulent transactions.
- Analyzed transactional data to identify fraud patterns, reducing financial losses.
- Developed and maintained a fraud indicators database, improving detection accuracy.
- Coordinated with cross-functional teams to enhance fraud prevention measures.
- Executed comprehensive background checks in USA market to assess user trustworthiness.
- Verified user identities through rigorous ID verification processes, minimizing fraud risk.
- Trained new staff on fraud awareness and detection techniques, boosting team efficiency.
- Collaborated with team members to achieve target results.
- Conducted background checks, ID verifications, and fraud investigations to ensure platform integrity.
- Performed business risk assessments and analyzed transactions to detect high-risk activities.
- Collaborated with stakeholders and customer support teams to resolve queries, disputes, and crises.
- Developed fraud prevention policies, tools, and training to strengthen organizational security.
- Prepared reports and advised leadership on emerging risks and proactive countermeasures.
Senior Associate
Fiserve
Gurugram
04.2018 - 01.2019
- Handling customer query Over the Phone & email.
- Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
- Follow communication procedures, guidelines and policies.
- Go the extra mile to engage customers
- Close out or open call records
- Compile reports on overall customer satisfaction
- Use telephones to reach out to customers and verify account information.
- Adapted communication style to meet needs of diverse customer base.
- Maintained customer records by updating account information in database.
- Maintained up-to-date knowledge of product offerings to provide accurate information to customers.
- Greet customers warmly and ascertain problem or reason for calling
- Managed difficult customer situations with professionalism and empathy.
- Upheld company policies while ensuring customer satisfaction in all interactions.
- Managed high-volume call center inquiries, ensuring customer satisfaction through effective communication.
- Resolved product or service issues by clarifying customer complaints and offering appropriate solutions.
- Contributed to team effort by meeting performance goals and assisting colleagues when needed.
- Resolved complex customer issues with patience and understanding.
- Negotiated with customers to find mutually beneficial solutions to billing disputes.
Senior Associate
John keells Bpo ltd
Gurugram
05.2012 - 08.2014
- Handling Verification of sales
- Coordinate with clients and Vendor
- Handle query over the phone and emails
- Take Feedback from Customer for Customer Satisfaction forms
- Place or cancel orders
- Meet personal/team sales targets and call handling quotas
- Recommend potential products or services to management by collecting customer information and analyzing customer needs
- Conducted regular quality assurance checks on outgoing communications to customers.
- Ensured timely follow-up with customers who required additional support or attention.
- Requested necessary documentation from customers to complete transactions or resolve disputes.
- Processed payments securely over phone through credit card transactions.
- Developed standard operating procedures for consistent customer service experiences.
- Worked closely with sales team to provide administrative support as needed.
- Updated customer contact information in database accurately and regularly.
- Provided product information and recommendations to customers based on their needs.
- Trained new employees on company policies, procedures, and best practices in customer service.
- Collaborated with other departments to address complex customer concerns.
- Participated in team meetings to share insights, identify areas for improvement, and develop strategies.
Business Associate
Vertex
Gurugram
11.2010 - 03.2012
- Handling customer query Over the Phone and Emails
- Making reservation for airline
- Taking Escalation Calls from Customers
- Place or cancel orders
- Use telephones to reach out to customers and verify account information
- Greet customers warmly and ascertain problem or reason for calling
- Trained new employees on company procedures, policies, and software systems.
- Offered feedback to assist with policy and procedural implementation.
- Followed plans to minimize recordkeeping errors and fulfillment delays.
- Understood products and company procedures to offer support.
- Assisted front-line personnel with delivering timely service to customers by expertly managing support needs.
Education
BBA - Business Administration And Management
Jamia Hamdard University
Delhi 10th -
Malviya Nagar
New Delhi12th -
Malviya Nagar
New DelhiDiploma in Secretarial Practice & Office Management -
YWCA
New DelhiDiploma in Travel & Tourism -
Annamalai University
New Delhi Skills
- Adaptability and flexibility in dynamic environments
- Subject matter expertise with deep domain knowledge
- Integrity, sincerity, and a strong work ethic
- Patience and resilience in challenging situations
- Data analysis
- Strategic decision-making and sound judgment
- Customer service excellence and client satisfaction focus
- Innovative problem-solving and critical thinking
- Active listening and empathetic communication
- Teamwork and cross-functional collaboration
- proficiency in computer operations and digital tools
- Team development and motivational leadership
- Accurate data entry and information management
- Quality assurance and compliance monitoring
- Strong organizational and planning abilities
- Effective time management and deadline adherence
- Professional documentation preparation and record keeping
- Skilled in meeting coordination and agenda management
Languages
1,C2
Timeline
Trust and Safety Specialist
Airbnb Global capability centre India PVT LTD
02.2019 - 09.2025
Senior Associate
Fiserve
04.2018 - 01.2019
Senior Associate
John keells Bpo ltd
05.2012 - 08.2014
Business Associate
Vertex
11.2010 - 03.2012
BBA - Business Administration And Management
Jamia Hamdard University
10th -
Malviya Nagar
12th -
Malviya Nagar
Diploma in Secretarial Practice & Office Management -
YWCA
Diploma in Travel & Tourism -
Annamalai University
Similar Profiles
Rohit RajRohit Raj
Operations Supervisor – Community at Airbnb Global Capability Centre Pvt LtdOperations Supervisor – Community at Airbnb Global Capability Centre Pvt Ltd
Shirin GanguliShirin Ganguli
Safety Specialist at Airbnb Global Capability Centre Private LimitedSafety Specialist at Airbnb Global Capability Centre Private Limited
Swati SethiSwati Sethi
Legal Secondee at Airbnb Global Capability Center Pvt LtdLegal Secondee at Airbnb Global Capability Center Pvt Ltd
Sam KuperSam Kuper
Data Scientist at Acme Packet Inc.Data Scientist at Acme Packet Inc.
Navdha SharmaNavdha Sharma
Sr. Manager- Social Media & Communication at CIN UniverseSr. Manager- Social Media & Communication at CIN Universe