Deepika Gajendran
Cumming,United States
Summary
Proactive and detail-oriented professional with expertise in fraud assessment, transaction monitoring, and staff training. I am skilled in identifying and mitigating financial risks, ensuring compliance with organizational policies, and enhancing operational efficiency. Recognized for strong problem-solving ability, leadership in training teams, and a commitment to safeguarding organizational assets while delivering positive customer experience.
Overview
17
17
years of professional experience
Work History
Fraud Process Associate (Fraud Alert Management)
Genpact
07.2023 - Current
- Respond to a high volume of inbound customer calls and chats, consistently meeting or exceeding service level agreements.
- Successfully handling customer escalations, resolving issues promptly to ensure customer satisfaction.
- Collaborate with cross-functional teams to address complex customer inquiries and provide comprehensive solutions.
- Contribute to the development of training materials and mentor new team members in product knowledge and customer service best practices.
- Participate in regular training sessions to stay updated on product offers, ensuring accurate and up-to-date information delivery to customers.
- Recognized for outstanding performance with the 'Employee of the Month' award.
- Act as a product knowledge specialist, ensuring accurate information dissemination to customers.
- Conduct regular self-audits to ensure compliance with company policies and procedures.
- Collaborate with the quality assurance team to continuously improve service quality and adherence to standards.
- Actively participate in team meetings, providing valuable insights and contributing to a positive team culture.
- Attended AML programs to enhance awareness of red flags.
- Collaborated with cross functional teams to investigate transaction monitoring and customer profiling.
- Contributed to risk assessments and conducted periodic reviews to assess the adequacy of AML controls and identify areas for improvement.
Senior Fraud Prevention Analyst (Fraud Risk Management Unit)
TCS e serve Limited
05.2008 - 02.2012
- Analyzed, recommended, and maintained fraud parameters to minimize client fraud liability.
- Monitored real-time queues, identifying high transactions within the business portfolio.
- Observed customer transactions to identify fraudulent activity and resolved queued transactions.
- Interacted with banks and customers to validate information and confirm or cancel authorizations.
- Maintained fraud analysis models, enhancing the efficiency and effectiveness of the company system.
- Ensured confidentiality of information collected during investigations.
- Determined emerging fraud trends through account and transaction pattern analysis.
- Implemented fraud management systems for new clients as part of the onboarding process.
- Assisted in the development and implementation of new strategies.
- Managed compromised accounts from card networks daily and implemented the Large Compromise Plan when necessary.
- Acted as a Subject Matter Expert in fraud strategy builds for clients.
- Implemented and maintained robust AML compliance procedures in accordance with regulatory requirements and industry best practices.
- Played a key role in enhancing the AML program through process improvements and automation initiatives.
Education
Master of Business Administration - Human Resources Management
Pondicherry University
Bachelor of Science - Biochemistry
Dr. MGR Janaki College for Women
Skills
- Analytical Skills
- Problem Solving
- Decision Making
- Attention to Detail
- Adaptability
- Conflict Resolution
- Team Collaboration
- Quality Assurance
- Communication Skills
- Multitasking
- Crisis Management
- Learning Ability
- Customer Relationship Management
Timeline
Fraud Process Associate (Fraud Alert Management)
Genpact
07.2023 - Current
Senior Fraud Prevention Analyst (Fraud Risk Management Unit)
TCS e serve Limited
05.2008 - 02.2012
Bachelor of Science - Biochemistry
Dr. MGR Janaki College for Women
Master of Business Administration - Human Resources Management
Pondicherry University
www.linkedin.com/in/deepika-gajendran
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