Zeeshan Naqvi
Contact Centre Agent - Merchant Payment Consultant
Derrimut,VIC
Summary
Dynamic professional with extensive experience in dispute resolution, fraud detection, and prevention techniques to safeguard financial assets. Expert in data analysis and investigative skills to identify patterns and thwart fraudulent activities, supported by a strong understanding of risk management and compliance. Currently excelling in an agile environment at ANZ Worldline Contact Centre, proficient in technical troubleshooting of terminals and payment solutions while fostering strong relationships with merchants and clients. A collaborative team player recognized for auditing and mentoring team members to deliver exceptional service, enhancing team morale through effective communication, and driving business growth through relationship development and partnership cultivation.
Overview
13
13
years of professional experience
Work History
Contact Centre Agent - Merchant Payment Consultant
ANZ Worldline Payment Solutions
Melbourne, Victoria
11.2023 - Current
- Working in an agile environment deals with the technical concerns of the merchants with ANZ Worldline terminals.
- Troubleshooting the terminals and POS connectivity issues on standalone and integrated terminal machines.
- Managed sensitive client data securely, ensuring strict adherence to privacy regulations and laws.
- Incorporated customer feedback into merchandise selection decisions, creating a more tailored shopping experience that resonated with target demographics.
- Increased customer satisfaction by implementing new technologies and techniques for an engaging shopping experience.
- Collaborate with teams to ensure proper security measures are in place for safeguarding sensitive data from potential breaches.
- De-escalated and resolved customer complaints with punctual, polite and professional service.
- Informed clients of policies and procedures.
Fraud Protection Analyst for Global New Accounts
American Express India Campus Pvt. Ltd
Gurugram, Haryana
06.2022 - 03.2023
- Validated results, and performed quality assurance to assess the accuracy of new applications.
- Interacted with customers over emails, chats, and calls to inform them and prevent fraud, and assisted with blocking and reissuing of cards.
- Performed intensive documentation checks, AML, and blocks on fraud card applications.
- Used AVS (Address Verification System) and CNP to identify fraud, CAPS to enroll new accounts, CLIC, GRIFFIN, Tableau, etc.
- Used KEES on government IDs to identify fraud in new applications and complete verification. Checked the sanctioned countries list to place a block on applications.
- Analyzed large amounts of data to find patterns of fraud and anomalies.
- Monitored card transactions and patterns to identify potential fraud. Contacted customers directly to notify them of fraudulent activity, and minimize impacts.
- Managed departmental communications and served as the main point of contact for departments on technical or functional content updates via presentations and data analysis.
- Collaborated with internal and external stakeholders to create and maintain fraud prevention strategies on existing corporate cards, and new applications.
- Reviewed reports and individual transactions that appeared suspicious to uncover possible fraudulent activity.
- Identified assets of suspects to freeze, and seize assets.
- Provided administrative and management assistance by auditing calls of team members and sharing feedback with coaching to prevent processing fraudulent applications.
- Enhanced team collaboration by providing clear communication of complex findings through visualizations and reports.
Disputes Analyst
American Express India Campus Pvt Ltd
Gurugram, Haryana
09.2016 - 01.2022
- Interacted with law enforcement agencies, merchants, and persons of interest to obtain and review dispute information.
- Used sound judgment and available resources to make well-informed decisions for case approval or denial.
- Adhered to department processes, procedures, and goal expectations for case investigations.
- Call audits of the team group assigned, and provide feedback and coaching.
- Liaised with customers and merchants to understand disputes and resolved them with further investigation.
- Part of Project YLA (Young Leadership Academy).
- Demonstrated excellent customer service and product knowledge while understanding and resolving corporate card inquiries of card members. Received excellent ratings every year and was rewarded multiple times.
- Handled the upselling pilot - CAP (Corporate Advantage Program) for upselling the card insurance to provide better fraud protection.
- Handle all escalations and disputes of card members on time.
- I was part of a pilot program for upselling business cards for small business owners and their employees.
- Build an effective team through constant training and cross-training that can handle any known challenges in the process, and share regular feedback on their performances.
- Served as Coach in LMS, aligned with the process training batch under the Trainer's supervision, supported new hires in the learning process, and certified their OJTs with maximum scores.
- Kept up to date on industry information, system changes, network rules and compliance issues.
Senior Customer Care Executive
Krissar Infotech Pvt Ltd.
Noida , UP
01.2015 - 09.2016
- Evaluated interactions between associates and customers to assess personnel performance.
- Resolved concerns with products or services to help with retention and drive sales.
- Coordinated timely responses to online customer communication and researched complex issues; call and email audits
- Evaluated customer creditworthiness and financial statements to determine credit limits on RBS credit cards.
- Supported continued monitoring, auditing and reporting to drive compliance and optimize credit card processing.
- Maintained and managed customer financial information and databases.
Credit Card Analyst
Barclays Shared Services
Noida , UP
09.2013 - 07.2014
- Partnered with cross-functional teams to conduct thorough discovery and due diligence on existing processes.
- Identified and resolved process issues to drive optimal workflow and business growth.
- Part of BarclayCard, best-selling credit card for corporate employees.
- Performed quality assurance checks on transactions and account actions to assess compliance with state and federal regulations.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Updated account information to maintain customer records.
- Enhanced team collaboration by providing clear communication of complex findings through visualizations and reports.
Receptionist
Shervani Hotel
Delhi
05.2012 - 07.2013
- Answered central telephone system and directed calls accordingly. Resolved guest issues and complaints.
- Liaised with housekeeping and maintenance staff to address requests and complaints made by guests.
- Confirmed appointments, communicated with clients, and updated client records.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
Education
Master's in Information Systems - Information Systems
Deakin University
Melbourne, Australia06-2025
Bachelor of International Business And Finance -
Jamia Millia Islamia University
Delhi, India06-2018
High School Diploma -
Young Men Christian Association (YMCA)
New Delhi08-2013
Skills
- Expert in Customer Relations
- Dispute Resolution
- Anti-money laundering
- Fraud detection
- Fraud prevention
- Transaction monitoring
- Business Communication
- Training & Mentoring
- Account Management
- Receptionist
- Customer Relations
- Sales
- Time Management
- Administration
- Data-driven decision-making
- Team Supervision
- Account Reconciliation
- Problem-solving
- Conflict management
- Analytical thinking
- Project management
- Microsoft office
- Anti-fraud systems
- Verbal and written communication
- Case management
- Compliance procedures proficiency
Timeline
Contact Centre Agent - Merchant Payment Consultant
ANZ Worldline Payment Solutions
11.2023 - Current
Fraud Protection Analyst for Global New Accounts
American Express India Campus Pvt. Ltd
06.2022 - 03.2023
Disputes Analyst
American Express India Campus Pvt Ltd
09.2016 - 01.2022
Senior Customer Care Executive
Krissar Infotech Pvt Ltd.
01.2015 - 09.2016
Credit Card Analyst
Barclays Shared Services
09.2013 - 07.2014
Receptionist
Shervani Hotel
05.2012 - 07.2013
Master's in Information Systems - Information Systems
Deakin University
Bachelor of International Business And Finance -
Jamia Millia Islamia University
High School Diploma -
Young Men Christian Association (YMCA)
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