Mustafa Syed
Abu Dhabi,UAE
Summary
Experienced professional with a strong background in fraud investigation and claims handling, specialising in customer due diligence (CDD) and KYC reviews. Adept at risk detection, red flag identification, and escalation. Skilled in process documentation and reporting, analytical thinking, and problem solving. Demonstrates exceptional cross-team collaboration and client communication abilities. Proficient in Microsoft Excel, SQL, Power BI, and tools such as PEGA, MARS, Hogan, ServiceNow.
IT Service Desk Representative with hands-on experience in L1 technical support, software troubleshooting, Active Directory operations, Office 365 assistance, VPN and network issue resolution, and managing tickets through Service Now while delivering strong customer service.
Overview
10
10
years of professional experience
7
7
years of post-secondary education
1
1
Certification
Work history
Senior Fraud & Claims Operations Representative
Wells Fargo
Hyderabad, India
2023.06 - 2025.10
- Investigated and resolved fraud and claim cases for financial products.
- Assisted customers with varying questions using product knowledge and service expertise.
- Conducted due diligence and preliminary KYC verification on flagged transactions.
- Maintained accurate case documentation and prepared audit-ready reports.
- Utilised PEGA, MARS, Hogan, and LexisNexis for managing fraud cases and analysing transactions.
- Collaborated with cross-functional teams to enhance fraud detection processes and strategies.
IT Service Desk Executive
Wipro Technologies
2022.04 - 2023.06
- Delivered secure access management and user identity verification.
- Resolved technical incidents in compliance-driven environments within SLA.
- Managed user accounts and workflow tracking via ServiceNow, Active Directory, and MS Exchange.
Senior Associate – Business Analyst
Accenture
2021.03 - 2022.04
- Analyzed finance-related business processes involving sensitive customer data.
- Collaborated with risk teams to ensure compliance alignment in client operations.
- Documented processes and contributed to workflow improvements.
Customer Support Executive (Technical)
Sitel India
2019.07 - 2020.11
- Delivered technical and customer support with adherence to data security standards.
- Handled and updated client records ensuring accuracy and audit-readiness.
Customer Support Representative
Tech Mahindra
Hyderabad
2015.12 - 2016.08
- Delivered customer support services, resolving technical and non-technical queries efficiently.
- Handled sensitive client information with accuracy and compliance.
- Consistently met service quality benchmarks and ensured positive customer experience.
Education
MBA - International Finance
Osmania University
Hyderabad 2022.01 - 2024.01
Bachelor of Commerce (B.Com) - Bachelor of Commerce (computer)
Gauthami Degree College (Osmania University)
India 2011.06 - 2015.12
Skills
- Fraud Investigation & Claims Handling
- Customer Due Diligence (CDD) & KYC Reviews
- Risk Detection, Red Flag Identification & Escalation
- Transaction Monitoring Support
- Process Documentation & Reporting
- Analytical Thinking & Problem Solving
- Cross-Team Collaboration & Client Communication
- Microsoft Excel, SQL, Power BI
- Tools: PEGA, MARS, Hogan, LexisNexis, ServiceNow, MS Exchange
Certification
- Diploma in Computer Application
- Data Analytics with – Teks Academy (completed in July 2025)
- SQL, Excel, Power BI – Hands-on Practical Training (In Progress)
Languages
English
Fluent
Hindi
Native
Telugu
Fluent
Affiliations
- Travelling and Cooking
Additional information
- Nationality: Indian
- Willing to Relocate: Yes
Timeline
Senior Fraud & Claims Operations Representative
Wells Fargo
2023.06 - 2025.10
IT Service Desk Executive
Wipro Technologies
2022.04 - 2023.06
MBA - International Finance
Osmania University
2022.01 - 2024.01
Senior Associate – Business Analyst
Accenture
2021.03 - 2022.04
Customer Support Executive (Technical)
Sitel India
2019.07 - 2020.11
Customer Support Representative
Tech Mahindra
2015.12 - 2016.08
Bachelor of Commerce (B.Com) - Bachelor of Commerce (computer)
Gauthami Degree College (Osmania University)
2011.06 - 2015.12