Jul 2021 – Present · 4 yrs 8 mos

Dec 2019 – Jun 2021 · 1 yr 6 mos

• Acted as a strategic bridge between commercial stakeholders and digital teams to modernize Electronic Benefit Transfer (EBT) systems, ensuring alignment with business goals and regulatory compliance.
• Led rollout and adoption of digital solutions by managing feedback loops, closing backlogs, and driving user engagement strategies across operational teams.
• Fostered cross-functional collaboration and knowledge sharing to elevate team capabilities and deliver consistent value to commercial partners.

Feb 2018 – Dec 2019 · 1 yr 10 mos

• Led onboarding and cross-training initiatives for new joiners, identifying knowledge gaps and tailoring learning paths for team members.
• Acted as a support function for analysts, providing guidance on complex fraud and dispute scenarios involving plastic currency.
• Collaborated with global policy makers to review and implement policies within the India office, ensuring compliance and operational alignment.
• Developed end-to-end training modules for new batches in close coordination with clients, ensuring process readiness and domain expertise.
• Mentored new employees through pilot projects, fostering confidence, accuracy, and early-stage performance success.

May 2014 – Jan 2018 · 3 yrs 8 mos

• Handled credit and debit card disputes for VISA and Mastercard, supporting U.S. customers in fraud recovery and transaction resolution.
• Reviewed and processed first chargebacks in compliance with Regulation E / Regulation Z and card network rules, ensuring timely and accurate case handling.
• Managed re-presentment cases where merchants disputed initial chargebacks, adhering to regulatory and network-specific timeframes.
• Reported fraudulent activity to financial institutions via fraud/safe reporting protocols, ensuring swift action and documentation.
• Cross-trained in close-out processes, enhancing operational flexibility and coverage.
• Processed re-presentment cases using Data Navigator, maintaining accuracy and audit readiness.
• Supported team members and OJT (On-the-Job Training) batches by resolving queries and guiding them through complex scenarios.