A team member with good communication skills having sound working knowledge of market needs. Also, a quick learner so as to enhance my knowledge along with the development of the company. Always dedicated to the work provided with all my abilities.

Career Expertise:
I have over several years of work experience in Client Servicing and Card assistant. The core area of expertise has been account management, credit card, retentions, servicing and marketing strategy for different profiles. My focus has been on gaining skills and tools to success. My objective is to make a mark in the Team Management world with the creativity, knowledge and energy I have.

• Handling SE (Merchant) Dispute by backend Research.
• Investing the fraudulent charge and chargeback the right party.
• Understanding the Risk and managing the same.
• Compliant with the laws for chargeback.
• Top rated B2B merchant management
• Engagement with the front-end team to complete the research in timely and accurately.
• Closure of Fraud Investigations and settlement.


Key Achievement: Top Performer for May and June, Closed highest number of frauds in June.
Managed the B2B higher end merchant.

Lead Fraud Analyst

? Servicing Elite card members and profile management.
? Working as a personal assistant for clients and generating revenue by cross-selling or up-selling.
? Portfolio Management of more than 1000 plus clients.
? Generating Revenue for the Company from low share of wallet spend.
? Handling escalations for the team and training them.
? Enhancing the on-boarding experience while following end-to-end follow up for clients.
? Currently supporting Activation and on-boarding of no-spenders data testing.
Key Achievement: Achieved 230% billing in the month of Feb 2020 and 110% in May 2020
Suggested and helped in Planning strategy for increased billings, handled team and been top performer in team.
Worked as a Coach for training the new joiners.
Ensuring that escalations should give first call resolution to the clients and CFR winner.
Highest number of Activation done in July'2020 and December' 2020

Account Manager

? Handling escalations for team and servicing clients.
? Worked as a Lead CCP and provide necessary training and coaching for team mates.
? Assisted with Projects like Clic and CFR
? Dispute settlement of Card members.
? Retaining members by meeting up to the expectations.
? Working extra-mile to ensure members satisfaction.
Key Achievement: Top performer with 91% excellent rate for Quarter - 3 in 2018, Outperformed and received certificate of Achievement for Jan'18, May'18, Jul'18, Dec'18, Jan'19, Mar'19 and Jun'19.
Played role in enhancing servicing experience and pilot testing for automation.
CFR champion for a quarter 2 in 2018 across India.

Retention Specialist

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Yamini Upadhyay: in Delhi

Yamini Upadhyay

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