Sahil Khan

• Investigate and resolve fraud cases using advanced tools including Pega, Outseer, Cobra, ensuring swift and accurate
Decision making.
• Provide real-time support to customers via Live Engage, delivering empathetic assistance during sensitive fraud
related interactions.
• Analyze transaction patterns and customer behavior to detect potential fraud, escalating high-risk cases for further
review.
• Maintain detailed case documentation and ensure compliance with FCA regu lations and internal fraud policies.
• Collaborate with fraud analysts and technical teams to enhance detection strategies and improve customer outcomes.
• Contribute to process improvements by identifying system inefficiencies and recommending workflow enhancements.
• Uphold data privacy and integrity while managing confidential customer information throughout investigations.

Responded to customer inquiries via phone, email, and chat
Resolved complaints and issues efficiently to ensure customer satisfaction
Documented customer interactions in the system
Escalated complex issues to the appropriate department
Handled customer inquiries, complaints, and feedback with patience and efficiency.
Provided accurate information about products, services, and company policies.
Resolved customer issues efficiently while ensuring a positive customer experience.
Logged call details and updated customer records using CRM tools.
Met daily performance targets such as call handling time, resolution rate, and customer satisfaction.
Escalated unresolved issues to the appropriate departments as needed.
Maintained a professional and empathetic tone in all customer interactions.

Ensure documents are reviewed, approved, and distributed according to project requirements.
Maintain and control all incoming and outgoing project documents (drawings, procedures, reports, correspondence, etc.)
Coordinate with project teams, engineering, and client representatives to track document status and ensure timely submissions.
Implement and monitor document control procedures aligned with Saipems document management system.
Archive and safeguard original and final documents for future reference or audits.
Generate document control reports (transmittals, status updates, overdue tracking).

Prepared and maintained daily, weekly, and monthly MIS reports to support business operations.
Collected, cleaned, and analyzed large data sets for performance tracking and decision-making.
Automated repetitive reporting tasks using advanced Excel functions (Pivot Tables, VLOOKUP, HLOOKUP, IF statements).
Coordinated with various departments to gather inputs and ensure timely data reporting.
Created dashboards and performance summaries for management using Excel and/or Power BI.
Ensured data accuracy, consistency, and confidentiality in all reports.
Manage databases, input information, and involved in data cleansing and quality control processes.