Sona Davis
Customer Service & Operational Analyst, Fraud Prevention Natwest Group @NatWest Group
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WORK HISTORY
Customer Service & Operational Analyst, Fraud Prevention Natwest Group @NatWest Group
Edinburgh, GB
Leading frontline fraud prevention operations by providing critical support to customers affected by fraudulent activities. Responsible for investigating complex fraud cases, implementing risk identification strategies, and ensuring regulatory compliance while maintaining exceptional customer service standards.Key Achievements:1. Achieved TOP performer status and EFFICIENCY recognition in Credit Services through superior case handling and resolution metrics.2. Led a high-performing team to consistently meet 100% of KPI targets by implementing effective risk assessment protocols and cross-functional collaboration strategies.3. Reduced investigation turnaround time by 25% through the implementation of sophisticated fraud detection tools and analytical approaches.4. Developed streamlined resolution systems for customer queries that significantly improved team efficiency while maintaining strict compliance standards.Core Responsibilities:1. Build trusting relationships with vulnerable customers, conducting thorough investigations to secure fair outcomes.2. Develop a comprehensive understanding of emerging fraud techniques to enhance detection capabilities.3. Identify operational inefficiencies and implement process improvements across teams.4. Provide coaching and knowledge-sharing to operational centers to enhance collective performance.5. Maintain meticulous documentation of fraud incidents to identify trends and systemic vulnerabilities.6. Represent team initiatives as group leader, successfully managing escalations while consistently achieving weekly fraud prevention targets.
EDUCATION
Heriot-Watt University
Msc
Sahrdaya College Of Advanced Studies, Kodakara
Bachelor of Business Administration - BBA
ABOUT SONA DAVIS
A consistent team player with strong communication skills and solid academic credentials, including a Master\'s degree in Finance to supplement my Bachelor\'s in the same field. With my background in financial principles and quantitative analysis techniques, I\'ve always found it fascinating to achieve milestones through insightful financial modeling, investment analysis, and portfolio management. My strength lies in my passion, efforts, and intent to master various financial domains.
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