ABHISHEK SANKHLA
BUSINESS OPERATIONS SPECIALIST
Hyderabad
Summary
Senior Operations Specialist with 5 years of experience working in corporate environments. Demonstrated experience in customer relationship management and people management in company initiatives and businesses. Demonstrated track record of success in risk profile and flagging fraud issues with clients. Highly motivated team leader who has experience in leading an agent team of 7. Demonstrable track record of project delivery on time and on budget while increasing employee engagement and overall productivity. Demonstrated ability to lead, solve problems, and communicate effectively, with a strong emphasis on providing outstanding customer service. Demonstrable experience as a support professional.
Overview
5
5
years of professional experience
Work History
Commerce Operations Specialist
DAZN India
05.2023 - Current
- Build key relationships with Operations, Product Management and Tech/Dev teams to drive change across the billing and payment ecosystem
- Support the launch of new payment and billing features, new markets, and ensure the smooth running of existing processes
- Work on top priority projects and initiatives to improve revenue collection and reduce churn
- Support the business with new contracts and promotion deliverables, comprising of many areas, such as Mobile payments (Apple IAP), Direct payments (Credit Card), Access codes (Gift Codes), etc
- Monitored new releases and models for optimised system performance
- Owning the day-to-day management and functions of Payments and Subscriptions ecosystems (i.e., Zuora, Adyen), Salesforce CRM systems, 3rd party payment method consoles - Google Play Billing and Apple In-App Purchases
- Trained and Onboard new team members, resulting in a reduction of onboarding time and an increase in team productivity
- Collaborate with cross functional teams, including marketing, sales, and product development, to develop and refine business strategies
- Analyzed data and business workflows to provide insights into customer behavior and preferences to help drive and targeting and optimization.
Senior Fraud Operations Specialist
Flutter Entertainment (PokerStars)
09.2022 - 04.2023
- Sharing across the SLA reports, forecast and action plan to prevent any misses with SLA
- Support as On Duty Manager globally and monitor all tasks and workload are running smoothly
- Full time training and mentoring for the new hires and upskilling others based upon business requirement
- Be a primary point of contact for assisting and addressing queries related to fraud operations across all other teams
- Be part of the product launches, new tools/features tests and share inputs about the products.
Fraud Operations Specialist
Flutter Entertainment (PokerStars)
04.2020 - 09.2022
- Identifying potential risk exposure in companywide ongoing and new programs
- Reporting the risks and potential fraud audits on clients
- Obtaining relevant evidence and information regarding suspicious activities
- Independently determine fraudulent activity and act according to agreed procedures with regards to transaction monitoring, account creation reviews, and further verification checks
- Anti-hack and chip-dumping monitoring
- Money laundering and terrorist financing is dealt by filing of SAR (Suspicious Activity Reporting)
- Responsible to review and process real-money transactions and transfers, customer KYC documentation action system alerts generated by customer activity
- Monitoring of different types of payment methods in order to avoid possible chargebacks and/or returns
- Handling third-party processor contacts, transaction reconciliation process and troubleshoot technical player issues
- Reviewing and verifying the KYC documents provided by the players in multiple languages
- Escalate any suspicious behavior or transactions relating to AML procedures
- Coaching and Mentoring the new hires.
Fraud Operations Team Leader
Flutter Entertainment (PokerStars)
03.2022 - 09.2022
- Managing the day-to-day operations of the team
- Motivating the team to achieve organizational goals
- Developing and implementing a timeline to achieve targets
- Managing the schedule and delegating tasks to team members
- Conducting training and refreshers of team members to maximize their potential
- Empowering team members with skills to improve their confidence, product knowledge, and communication skills
- Conducting quarterly performance reviews
- Contributing to the growth of the company through a successful team
- Creating a pleasant working environment that inspires the team
- Resolving queries and problems of the team members
- Establishing effective communication between the team and the stakeholders
- Keeping up-to-date with the latest industry trends to optimize procedures
- Maintaining a track record of team progress and documenting the same to make accurate reports.
Transaction Risk Investigator
Amazon Development Center
07.2019 - 04.2020
- Usage of sophisticated tools to navigate through different
ecommerce frauds and to take suitable actions to eliminate
fraudsters on basis of self-driven judgement. - Perform network-based investigations using multiple data
driven tools. Operated process improvement for account takes
over investigations and social media/email search. - Supported temporary processes such as queue-based
escalations, risk analysis and abuse prevention.
Education
Bachelor of Technology - Mechanical Engineering
SREE DATTHA INSTITUTE OF ENGINEERING AND SCIENCE
Hyderabad 04.2001 -
Skills
Operations & Team Management
JIRA
Salesforce CRM and Zuora
Project Management & Coordination
Microsoft Office
Leadership Quality & Team Leadership
Process Improvement
Fraud Analysis and Prevention
KYC Verification & ECDD
Anti-Money Laundering & CTF
Subscription Management and Billing
Customer Service and Satisfaction
Transactions Monitoring
Problem Solving
Time Management
Investigation & Report Writing
Team Player
Risk Level Determination
Payment Services
Business Analysis
Working with Integrity
Accomplishments
- Recognized for active participation in organizing activities for Employees virtually during the Pandemic.
- Received recognition by the leadership for reporting and preventing multiple fraud rings that saves money to the company.
- Worked as Team Manager in a 7 months secondment as per business requirement.
- Recognized for being one of the top 3 performers in fraud operations globally.
- As a part of Process Improvement, worked on a project that reduces the customer effort by 18% and promotes first contact resolution. The improvement fixed an incorrect link in the help section on the website.
- Won the Most Valuable Team Player award in Q2 and Q3 2017.
- Won the rewards and recognition during the holiday season 2016, and 2017.
- Was recognized by the organization leadership for training and mentoring a batch of 15 new hire associates in Q4 2017.
Additional Information
- Received Inaugural FPO(Fraud Payment Operation) Award for Customer Obsession.
- Performed a key role in pilot processing The Stars group(Flutter Internationals) and supervised new agents by training them on all AML/KYC requirements.
Timeline
Commerce Operations Specialist
DAZN India
05.2023 - Current
Senior Fraud Operations Specialist
Flutter Entertainment (PokerStars)
09.2022 - 04.2023
Fraud Operations Team Leader
Flutter Entertainment (PokerStars)
03.2022 - 09.2022
Fraud Operations Specialist
Flutter Entertainment (PokerStars)
04.2020 - 09.2022
Transaction Risk Investigator
Amazon Development Center
07.2019 - 04.2020
Bachelor of Technology - Mechanical Engineering
SREE DATTHA INSTITUTE OF ENGINEERING AND SCIENCE
04.2001 -