I've led fraud operations at JPMorgan Chase, most recently supervising 20 Fraud Specialists across customer-facing and operational workflows while maintaining service, quality, productivity, customer-impact, and SLA objectives.
I monitor AHT, FCR, transfer rates, queue health, SLA performance, quality, and productivity, then use the data to support targeted action plans. I also handle complex escalations, staffing and workflow adjustments, quality reviews, audits, and risk and control initiatives.
Across fraud and non-fraud claims, transaction disputes, and back-office case workflows, I've investigated complex cases, maintained compliant documentation, and supported accurate resolutions. I've partnered with Risk, Compliance, Investigations, Quality, Training, and Operations teams to address workflow concerns and process gaps.
I'm also an SME, peer coach, trainer, and Training Liaison Officer who has built job aids, training decks, and Excel reference guides. I represented JPMorgan Chase in India to support the launch of Fraud Pilot Teams through instructor-led training, coaching, knowledge transfer, and production readiness.
