Shubhra Sharma
Brampton
Summary
Accomplished Senior Fraud Operations Analyst at RBC, specializing in fraud investigations and dispute resolution across Visa and Mastercard networks. Experienced in handling high-volume transaction analysis, leveraging systems such as TS2, Pega, Mastercom, and VROL to identify fraud patterns, mitigate risk, and resolve complex cases. Proven ability to enhance fraud detection accuracy, reduce financial losses, and ensure compliance with network regulations while delivering efficient, client-focused outcomes.
Overview
6
6
years of professional experience
4038
4038
years of post-secondary education
Work History
Senior Fraud Operations Analyst
Royal Bank of Canada, RBC
06.2024 - Current
- Conduct high-volume fraud investigations, analyzing suspicious transactions using TS2 and Pega systems to detect and prevent financial losses
- Manage Visa (VROL) and Mastercard (Mastercom) dispute processes, ensuring compliance with network rules and timelines
- Identify fraud trends and transactional anomalies, contributing to improved fraud detection strategies and risk mitigation
- Resolve complex fraud and dispute cases, balancing customer experience with regulatory and operational requirements
- Collaborate with internal teams to strengthen fraud prevention frameworks and enhance operational efficiency
- Prepare detailed case documentation and reports to support dispute claims and audit requirements
Senior Banking Advisor
Royal Bank of Canada, RBC
10.2022 - 06.2024
- Handled fraud-related client escalations and disputes, ensuring accurate resolution and adherence to Visa/Mastercard guidelines
- Assisted clients with unauthorized transactions, chargebacks, and account security concerns
- Educated clients on fraud prevention, account protection, and dispute processes
- Maintained high resolution rates while managing sensitive financial and fraud-related cases
Store Manager
Factory Direct
02.2020 - 04.2022
- Managed a team of 15 staff members, leading to a 25% reduction in inventory loss through effective loss prevention measures and staff training.
- Oversaw daily store operations, including sales strategies and customer service, resulting in a 20% increase in sales.
- Implemented procedures for managing and resolving customer disputes, improving resolutions.
- Conducted regular audits and assessments to identify and address potential security vulnerabilities, reducing theft incidents by 20%.
- Implemented client acquisition strategies, including referrals and networking to expand client base and drive business growth.
Education
Post-Degree Certificate In Global Business Management - Business Management
Humber Institute of Technology And Advanced Learning
Toronto, ONBachelor's Of Commerce - Business Management | Accounting
University of Delhi
Delhi, IndiaSkills
- Fraud Detection & Investigation
- Dispute Resolution (Visa & Mastercard)
- TS2 & Pega Systems
- Mastercom & VROL Processing
- Risk Analysis & Mitigation
- Transaction Monitoring
- Chargeback Management
- Regulatory Compliance
- Customer Dispute Handling
Accomplishments
- Awarded Quarterly Award at RBC for exceptional client service and adaptability, 2024.
- Successfully reduced fraud incidents by 30% through improved detection and prevention strategies.
- Consistently surpassed performance benchmarks for Advices Per Day (APD), achieving 4.5.
Timeline
Senior Fraud Operations Analyst
Royal Bank of Canada, RBC
06.2024 - Current
Senior Banking Advisor
Royal Bank of Canada, RBC
10.2022 - 06.2024
Store Manager
Factory Direct
02.2020 - 04.2022
Post-Degree Certificate In Global Business Management - Business Management
Humber Institute of Technology And Advanced Learning
Bachelor's Of Commerce - Business Management | Accounting
University of Delhi