Apr 2023 – Oct 2024 · 1 yr 6 mos · Bengaluru, Karnataka, India · Hybrid

Jun 2022 – Apr 2023 · 10 mos

Feb 2019 – Jun 2022 · 3 yrs 4 mos

Sep 2017 – Jan 2019 · 1 yr 4 mos · Bengaluru, Karnataka, India

• Responsible for Processing PAN INDIA customer refund (online and offline) for the Cancelled/Returned/fake order.
• Ensure to close the cases within 24-48hrs.
• Excellent individual problem-solving and analytical skills are used to authenticate customers and complex transactions
• Hands on experience on JUSPAY Dashboard for refunds and other payments issues.
• Experience in handling multiple payment gateway dashboard (Razorpay, Paytm, Phonepe, Instamojo and JUSPAY) for processing refund and also prevent false debits.
• Handle multiple online payment and refund related issues and provided timely resolution to customers.
• Work on all management and customer support refund and payment related escalations.
• Interact with internal and external teams to resolve the cx issue at the earliest.
• Handle dispute/chargeback raised by payment gateways.
• Work on unauthorized prepaid transaction.
• Work on all cashback and wallet related issues.
• Closely work on customer escalations.
• Work on Order Adjustment.
• Create coupons for B2B and customer orders.
• Work with DM in closing the adjustment cases.
• Work on customer wallet issue related to refund and adjustment.
• Train new hires.
• Work on weekends as per business requirement.

Jan 2014 – Jul 2015 · 1 yr 6 mos · Bengaluru, Karnataka, India

• Performed early detection, prevention and minimization of losses through review of suspect transaction as generated by transaction monitoring systems.
• Complete research, analysis on online transactions to identify fraud patterns and modify rule sets to fraud engine with the help of relevant stakeholders.
• Understanding customers’ fraud behaviours and successfully handled projects around it.
• These projects were implemented with standard operating procedures which helped in cutting down company’s financial risk.
• Researching and evaluating facts surrounding buyer, seller & reseller transactions.
• Day-day analysis on re-seller behaviour and trends/patterns to restrict/eliminate reseller
• orders.
• Provide re-seller analysis report to relevant stake holders to update fraud engine rules to
• eliminate reseller orders on real time.
• Provided additional analyses where needed to determine the inefficiencies within the
• department and implemented the fixes to these problems.
• Identifying internal & external customer frauds and providing details investigation results to fraud prevention for the recovery of losses in legal ways.
• Maintained conflict free environment and healthy relationship with team members.
• Handled seller fraud claims, Fraud seller, fake review and ratings, seller collusions.
• Determined existing fraud trends and assisted in prevention of future trends.
• Trained new staffs on the reseller process.
• On-job training, mentoring and supervising newly hired fraud analysts.
• Responsible for overseeing day-day operations of the team, allocating the workload evenly amongst the staff and making sure motivation and performance level are maintained.
• Managing and monitoring staff attendance
• Managed Team of 18 members
• Take care of the work assigning on daily basis
• Mentoring investigations performed by an analyst and provide weekly quality scores and feedback.
• Ensuring prompt and accurate information on individual team member performance.

Aug 2013 – Jan 2014 · 5 mos · Bengaluru, Karnataka, India

• Process customer refund for the cancelled/declined/fake order
• Handle multiple payment gateway dashboard for processing refund
• Handled multiple online payment related issues and provided timely resolution to customers.
• Investigating and eliminating fraud transactions triggered by payment gateways reviewed.
• Contact to customer in case of any documentation required for further investigation on prepaid transactions.
• Worked on unauthorized prepaid transaction.
• Assisting claimants to reverse the fraud transactions or filing complaint against these transactions with bank/law enforcement team.
• Timely follow-up with accounts team and payment gateway to prevent false debits.
• Good rapport with internal and external stakeholders.
• Conflict free and healthy relationship with team members.
• Was single point of escalation in the entire firm which included Refund issues, cashbacks, payments technical issues, discounts etc.

Sep 2006 – Apr 2010 · 3 yrs 7 mos · Bengaluru, Karnataka, India

• Responsible for processing orders in SAP SD and work flow tool (OFCP).
• Creating credit and Rebills
• To ensure timely & accurate reporting on daily volumes, rejections, exceptions & quality checks.
• Interaction with internal and external stakeholders.
• Always ensured that the KPI’s are met and able to do root cause analysis.
• Handling customer escalations.
• Extract FOM Report, NOA3 Report and CONS Report
• Worked on one option added
• Good interdepartmental relationship with suppliers, sales and credit and collections team.
• Updating the team with new process changes and tools.
• Handling customer escalations.
• Worked on changes and cancellation request from customer.
• Prepare invoice as per customer request.