adarsh shriyan
@adarshshriyan
Card Disputes & Fraud Analyst with 12+ years in BFSI operations, fraud analysis, and customer-focused resolution.
IndiaWhat I'm looking for
I’m a Card Disputes & Fraud Analyst with over 12 years of cross-functional experience across Banking Operations, Insurance Services, Technical Support, and Customer Relationship Management. I specialize in Dispute and Fraud Analysis using Mastercard rules, operational risk mitigation, and process excellence within BFSI and Telecom sectors.
In recent roles, I managed the full-cycle resolution of authorized and unauthorized card transaction disputes, documenting the dispute lifecycle in Salesforce and using Mastercard Workbench and Dash to track cases end-to-end. I analyzed fraudulent transactions, initiated chargebacks with accurate evidence packs, improved dispute turnaround time, and partnered with Risk, Compliance, and Operations to strengthen fraud detection protocols and deliver clear, proactive customer updates.
Experience
Work history, roles, and key accomplishments
Managed end-to-end resolution for authorized and unauthorized card transaction disputes, including fraud analysis and chargebacks in line with Mastercard dispute rules. Used Salesforce to document the dispute lifecycle and collaborated with Risk, Compliance, and Operations to improve dispute turnaround time; also supported TCS training and quality assurance as an SME.
Maintained precise, audit-ready insurance policy and pension documentation while processing premium payments, claims, and pension contributions within deadlines. Provided multi-channel support to financial advisors, performed compliance checks, analyzed operational trends, and produced performance reports for senior management.
Served as an SME, designing and delivering process-level training and mentorship to new hires and junior team members. Managed daily team performance with SLA monitoring, prepared KPI dashboards and budget-related documentation, and handled high-priority client escalations from intake to closure.
Resolved customer issues via phone, email, and live chat, providing technical troubleshooting for mobile handset features, functionality, and connectivity. Managed the repair process, addressed billing queries and adjustments, guided customers through direct debit setup, and tracked cases using CRM tools with cross-department collaboration.
Senior Technical Support Associate
Convergys
Apr 2013 - Dec 2016 (3 years 8 months)
Resolved technical tickets for service, software, and connectivity issues across mobile, broadband, and home internet, minimizing customer downtime through diagnosis and resolution. Acted as case manager for sensitive escalations and as an SME mentoring junior team members while contributing actionable process improvement insights.
Service Desk Tech Support Associate
Mphasis
Sep 2011 - Apr 2013 (1 year 7 months)
Installed, configured, and maintained computer hardware, operating systems, and applications for a large user base, ensuring uninterrupted banking operations. Handled escalation calls, diagnosed hardware/software/network issues including VPN connectivity and access problems, managed incident/service request tickets in IBM Maximo, and adhered to First Call Resolution (FCR) while supporting secure u
Education
Degrees, certifications, and relevant coursework
Venkateshwara Open University
Bachelor of Commerce, Commerce
2019 -
Grade: GPA: 75.47%
Completed a Bachelor of Commerce at Venkateshwara Open University (GPA 75.47%).
St.Aloysuis Pre-University College
Class XII, Pre-University Education
2008 -
Grade: GPA: 56.66%
Completed Class XII at St.Aloysuis Pre-University College (GPA 56.66%).
Rosario High School
Class X, SSC, Secondary Education
2006 -
Grade: GPA: 70.88%
Completed Class X (SSC) at Rosario High School (GPA 70.88%).
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Job categories
Skills
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