Prarthana Sinha

Experience

• 

  American Express

  Mar 2010 - Aug 2017

  • Work in the capacity of Subject Matter Expert relevant to fraudulent claims.• Perform data analysis for the quality errors received for the team.• Contribute to process wide improvement to increase efficiency and error reduction.• Highlight issues through feedback and recommend changes in workflows, procedures, service levels, based on customer demands to meet their needs and ensure quality service is given at all times.• Project completions on streamlining the process in order to save company cost.• Active participation in all meetings (team huddles, calibrations, quarterly BURs etc.) and trainings.• Liaison with various departments for inventory management and other related issues.• Preparation and submission of reports relating to forecasting of inventory volumes to be distributed among number of employees and worked by them for given days.• Handle a team of 13 FTEs as a complete backup for Team Leader.• Provide guidance to peers and perform mentorship roles for new hires in the team.• Provide detailed feedback on the strengths and improvement areas.• Reconcile monthly leave file for the team within leave quota received from WFM. Show less o Ensure accurate analysis of Fraud Claims and make sound decisions to approve or decline the same through systematic analysis.o Responsible for providing world-class customer service to Card members, Merchants and internal customers while gathering and analyzing pertinent data to determine the appropriate course of action.o Demonstrate the ability to take initiative and make sound business decisions while managing critical business processes such as ECR referrals/Escalations, Legal Requests, Compliance.o Meet and endeavor to exceed metrics on transactional quality, compliance regulations and productivity as per goals.o Highlight issues through feedback and recommend changes in workflows, procedures, service levels, based on customer demands to meet their needs and ensure quality service is given at all times.o Balance customer interests with the interests of American Express.o Evaluate Card members financial and account data to make sound business decision. Show less

  • Resident Expert

    Dec 2015 - Aug 2017

  • Lead Fraud Analyst

    Mar 2013 - Dec 2015

  • Lead Customer Care Professional / Subject Matter Expert - Email Servicing

    Mar 2010 - Mar 2013
• 

  Https://myriadillusions.wordpress.com/

  Oct 2016 - now

  Freelance Blogger

  As the world is going gaga over being digital, so are stories in my head. No more I want to confine them within my “Little Black diary”. This blog has a varied range of my alter ego – which ranges from being fashionable to being paradoxical in love.

• 

  IG

  Jan 2018 - now

  • Addressing queries from our international client base on all of our products (i.e CFD, Spread bet, Share dealing etc.) and multiple trading platforms.• Providing front line support across written channels like emails, web chats and social media platforms.• Investigate trade related queries from rejected orders, trading-related charges abd stops & limits execution.• Perform administrative tasks for clients across a range of areas, including a fair amount of payment related queries, generating tax statements, reactivating accounts and account transfers into IG.• Provide first line technical support for IT related issues both for our platforms and charts.• Interact with our non-client facing departments in order to resolve client queries and provide accurate service.• Show less

  • Team Lead

    Jun 2020 - now

  • Trading Analyst

    Jan 2018 - Jun 2020