Swapnil Silam
Mumbai
Summary
Dynamic professional with a proven track record at JP Morgan Chase in fraud analysis and customer support. Skilled in Microsoft Excel and effective communication, I excel at developing strategies to mitigate risks and enhance operational efficiency. Dependable professional with track record of success in field, attention to detail and proactive mindset. Seeks opportunities to improve processes and workflows for team benefit. Conscientious, hardworking and excels at multitasking in fast-paced environments.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Specialist
JP Morgan Chase
Mumbai
04.2022 - Current
- Review customer accounts for suspicious activity, and identify fraudulent credit card applications.
- Conduct thorough checks on documents to ensure adherence to standards. Review and verify documents for accuracy and compliance.
- Analyze suspicious activities, identify fraudulent transactions, and safeguard customers.
- Develop strategies with cross-functional teams to identify and mitigate fraud risks.
- Conduct regular meetings with peers to review progress and address any concerns.
- Implement process changes to enhance operational efficiency.
- Execute process modifications to improve workflow effectiveness.
Customer Service Representative Specialist
Tech Mahindra Business Services Pvt Ltd
Mumbai
09.2011 - 03.2022
- Provided primary customer support to internal and external customers.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs, and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Clarified customer issues, and determined the root cause of problems to resolve product or service complaints.
- Provided guidance and recommended coping mechanisms for youth dealing with difficult issues.
- Shared resources, opportunities, and activities to support the mentee's learning and development.
- I met with my mentee formally, informally, in person, and virtually to offer support.
- Built strong relationships with customers through a positive attitude and attentive responses.
- Mentored and guided employees to foster the proper completion of assigned duties.
- Assisted with new hire processing and existing training programs.
Technical Support Specialist
IBM Daksh Ltd
Mumbai
12.2010 - 09.2011
- Suggested software and hardware modifications to reduce lag time, and improve overall speed.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Diagnosed system errors and implemented solutions to resolve them.
- Patiently walked individuals through basic troubleshooting tasks.
- Provided technical assistance to customers through phone, email and chat support.
- Utilized remote access tools to connect remotely with customer's systems when necessary.
Customer Service Associate
Aditya Birla Minacs
Mumbai
07.2010 - 12.2010
- I worked for the US company 'HireRight' as an employment and education verification expert.
- Researched potential issues that may arise during the verification process such as gaps in work history.
- Developed and maintained relationships with a variety of employers to facilitate the verification process.
- Reviewed and evaluated employment applications to ensure accuracy and completeness of information provided.
Education
HSC - Commerece
National Board of Secondary Education
Delhi05-2005
High School Diploma -
Sadhana Vidhyalaya
Mumbai03.2003
Skills
- Microsoft Excel and Power BI
- Data visualization
- Effective communication
- Customer support and service
- Fraud analysis
- Problem solving
Hobbies and Interests
- Playing and watching cricket
- Tech enthusiast
Languages
- Hindi
- English
- Marathi
Certification
- I'm currently enrolled in a data analyst course at Excel-R Institute in Andheri (E), where I'm learning Excel, Power BI, Tableau, and Alteryx
Affiliations
- Floor walking
- Sharing expertise with a new joinee to learn the process
Timeline
Specialist
JP Morgan Chase
04.2022 - Current
Customer Service Representative Specialist
Tech Mahindra Business Services Pvt Ltd
09.2011 - 03.2022
Technical Support Specialist
IBM Daksh Ltd
12.2010 - 09.2011
Customer Service Associate
Aditya Birla Minacs
07.2010 - 12.2010
HSC - Commerece
National Board of Secondary Education
High School Diploma -
Sadhana Vidhyalaya
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