Hi, I’m
Sharon Franklin
Trust Specialist (fraud Analyst)
New Delhi
Summary
Risk and Trust Management Specialist with expertise in background checks, fraud prevention, and risk analysis. Skilled in identifying high-risk reservations and verifying identities to maintain platform integrity. Experienced in trust investigations and resolving customer complaints, emphasizing compliance and risk mitigation. Focused on enhancing community safety through proactive risk assessments and effective policy development.
Overview
15
years of professional experience
Work History
Airbnb Global capability centre India PVT LTD
Trust and Safety Specialist
02.2019 - 09.2025
Job overview
- 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.
Fiserve
Senior Associate
04.2018 - 01.2019
Job overview
- 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.
John keells Bpo ltd
Senior Associate
05.2012 - 08.2014
Job overview
- 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.
Vertex
Business Associate
11.2010 - 03.2012
Job overview
- 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
Jamia Hamdard University Delhi
BBA from Business Administration And Management
Malviya NagarNew Delhi
10th
Malviya NagarNew Delhi
12th
Skills
Versatile in environments
Languages
1,C2
Skills
- Crisis management and conflict resolution expertise
- Safe manual handling and workplace safety awareness
- Investigative research and fact-finding capabilities
- Team collaboration
- Risk assessment and mitigation strategies
- Clear and persuasive communication skills
- Analytical mindset with data-driven decision making
- Supervisory and leadership abilities
- Remaining calm, composed, and solutions-focused under pressure
Tools
Jira, slack, Zendesk, tableau,onetrust and asana
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
Jamia Hamdard University
BBA from Business Administration And Management
Malviya Nagar
10th
Malviya Nagar
12th