Sohil Hingora
Team Leader Fraud Prevention Analyst
Mumbai
Summary
Accomplished Team Leader at Teleperformance Global Business Service Ltd, adept in team supervision and analytical thinking. Excelled in mentoring and empowering staff, significantly enhancing team performance and customer satisfaction. Skilled in problem-solving and risk management, consistently exceeding retention targets. Demonstrates exceptional people management and client service, driving successful outcomes and operational excellence. Relentless professional known for working hard to determine risk levels. A well-spoken Fraud Analyst promoting exemplary talents in reviewing accounts and identifying issues. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
14
14
years of professional experience
Work History
Team Leader Fraud Prevention Analyst
Teleperformance Global Business Service Ltd
01.2018 - Current
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Mentored junior staff members, helping them develop their leadership potential and advance in their careers.
- Ensured adherence to regulatory requirements by conducting regular reviews of policies, procedures, and controls related to risk management practices within the organization.
- Investigated allegations to check validity and recommend actions to minimize risk.
- Supported business continuity planning efforts by conducting risk assessments for critical processes, identifying areas of vulnerability and recommending appropriate mitigation measures.
Senior Customer Service Advisor
Tech Mahindra Business Services
01.2013 - 12.2017
- Enhanced customer satisfaction by promptly addressing and resolving complex issues.
- Oversaw scheduling functions to ensure adequate staffing during peak call volume periods without exceeding budgetary constraints.
- Handled escalated customer complaints professionally, de-escalating situations while finding mutually beneficial resolutions.
- Developed rapport with Users by understanding their needs and offering tailored solutions.
- Exceeded monthly retention targets consistently by employing effective negotiation tactics when dealing with unsatisfied clients.
- Educated customers about product features and benefits during retention efforts, increasing their understanding of value propositions.
Senior Customer Service Advisor
Sutherlan Global Services Private Ltd
01.2012 - 01.2013
- Enhanced customer satisfaction by promptly addressing and resolving technical issues.
- Maintained detailed records of customer interactions, ensuring accurate tracking and follow-up on open cases.
- Managed high call volume while maintaining a professional demeanor, ensuring a positive customer experience at all times.
- Improved first-call resolution rates by effectively troubleshooting and diagnosing customer concerns.
Collection Customer Service Representative
Zenta Private Ltd
04.2010 - 01.2012
- Proficiently managed a high-volume workload of inbound / outbound calls from customers seeking assistance with their past-due balances.
- Reduced outstanding receivables by consistently following up on overdue payments and negotiating payment arrangements.
- Educated customers on their financial obligations, offering guidance on budgeting and repayment options tailored to their individual circumstances.
- Improved customer satisfaction by promptly addressing and resolving collection inquiries and concerns.
- Collaborated with the billing department to resolve discrepancies in account balances and ensure accurate invoicing for customers.
Education
Bachelor of Commerce -
Kalinga University
Raipur, India 04.2001 -
Skills
Team Supervision
Teamwork and Collaboration
Work Planning
Team motivation
Problem-Solving
Mentoring
People Management
Client Service
Leading Team Meetings
Analytical Thinking
Expectation setting
Team building
Multitasking
Accomplishments
- Received TP Star Awards 2023 (H1) - Best Fraud Prevention Analyst Award in the year 2023
- Received TP Star Awards 2023 (H2) - Best Team Leader Fraud Prevention Analyst Award in the year 2023
Languages
English
Advanced (C1)
Hindi
Advanced (C1)
Gujarati
Advanced (C1)
Hobbies - Playing Chess
- Chess can help develop mental abilities, which can lead to better strategies for life.
- Chess involves solving problems at every move, as well as long-term strategies for keeping the king safe.
- Chess is a game of logic, but it also encourages creativity. Each game is a new puzzle that requires unique solutions.
- Chess games can be long and outcomes are uncertain, which can help teach patience and resilience.
- Chess can help teach planning and foresight.
Timeline
Team Leader Fraud Prevention Analyst
Teleperformance Global Business Service Ltd
01.2018 - Current
Senior Customer Service Advisor
Tech Mahindra Business Services
01.2013 - 12.2017
Senior Customer Service Advisor
Sutherlan Global Services Private Ltd
01.2012 - 01.2013
Collection Customer Service Representative
Zenta Private Ltd
04.2010 - 01.2012
Bachelor of Commerce -
Kalinga University
04.2001 -