Zeeshan Naqvi

• Working in an agile environment deals with the technical concerns of the merchants with ANZ Worldline terminals.
• Assisting as a Coach to the model office trainees, auditing their calls, live barge-ins, providing feedback, one-on-one learning sessions, quality management, CSR and FCR management, etc.
• 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.

Customer Service Analyst - Fraud Protection Analyst for Global New Accounts

• 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 - Senior Customer Care Professional

• 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.

• 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.
• Mentored junior team members, improving overall team performance and cohesiveness.

• 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.

• 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.