Isha Kukreja
Lead Account Protection Specialist Global Fraud Gsg @American Express
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WORK HISTORY
Lead Account Protection Specialist Global Fraud Gsg @American Express
Gurugram, IN
Promoted from Master APS. Responsibilities remained consistent with fraud investigation and case resolution, but expectations increased in terms of ownership, leadership, and strategic thinking.• Reviewed and resolved complex fraud cases while ensuring policy adherence.• Delivered KPI reports and supported process improvement initiatives.• Mentored junior team members and supported cross-functional collaboration.
EDUCATION
University of Delhi
Bachelor of Commerce, Business/Commerce, General
ABOUT ISHA KUKREJA
Experienced and dynamic financial services professional with 6+ years of cross-functional expertise in fraud risk management, customer service, and operations within globally recognized institutions like American Express and NatWest.I specialize in fraud detection, case resolution, policy enhancement, and stakeholder collaboration across geographies. My journey includes hands-on fraud investigations, policy audits, capability upliftment, and people management — having led high-performing teams, coached new hires, and streamlined processes through strategic reporting and risk evaluation.Known for being a go-to person in high-pressure scenarios, I’ve implemented initiatives that significantly improved operational efficiency — including a 57% reduction in capability-related case backlogs. With experience handling Corrective Action Plans (CAPs), Operational Risk Events (OREs), ledger reconciliations, and ad hoc analytics, I’m passionate about driving accuracy, compliance, and collaboration.Currently working as a Lead Account Protection Specialist at American Express, I continue to enhance processes and safeguard customer trust, while mentoring others to thrive in fast-paced, high-impact environments.
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