Madhuri Kapavarapu
Hyderabad
Summary
Experienced and passionate Risk and Fraud Analyst with over four years of experience in assessing and mitigating risks within organization. Dedicated team leader with the ability to manage and achieve project goals, leveraging complex understanding of concepts. Bringing forth a proven track record of researching and analyzing business processes and procedures to implement solutions.
Overview
7
7
years of professional experience
Work History
SDS-Driver Support
Amazon(Contract)
Hyderabad(Remote)
07.2024 - 12.2024
- To ensure successful deliveries for Amazon customers and shippers by supporting customers, drivers, shippers, and Delivery Service Partners (DSP) and Delivery Agents(DA).
- Responsible for solving driver contacts from SDS Team in North America,UK and India using available tools to investigate and provide timely and efficent solutions to complex problems
- Serve as SME in multiple domains of specialized recipient and driver support.
- Provide entry level associates guidance and direction on how to research and resolve customer issues and help remove barriers to ensure associates are empowered to deliver a world class customer experience.
TeamLead for flipkart fraud & risk management processs
AEGIS - STARTEK
Bangalore
07.2019 - 01.2022
- Fraud Detection and Investigation: Spearheaded fraud detection initiatives by analyzing transaction data and identifying suspicious activities
- Conducted in-depth investigations into potential fraud cases, resulting in a significant reduction of fraud losses
- Data Analysis: Utilized advanced data analysis techniques to evaluate large datasets and identify patterns, indicatives of fraud
- Compliance and Regulatory Adherence: Ensured strict adherence to regulatory requirements such as AML and KYC
- Tool and Software Utilization: Leveraged specialized software tools such as SAS, Excel, and anti-fraud platforms (SA, CMS) to monitor and analyze data for potential risks and fraudulent activities
- Continuous Improvement: Proactively identified areas for improvement in fraud and risk processes and contributed to the development of new strategies and protocols
Customer Support Agent
MPHASIS AN HP COMPANY
Bangalore
03.2018 - 05.2019
- Customer Inquiries: Handling customer inquiries via phone, email, chat communication channels in a timely and professional manner
- Provided accurate information about products, services and procedures
- Issue Resolution: Diagnosed and resolved customer issues, including billing disputes, and service inquiries
- Escalated complex issues to higher-level support when necessary
- Complaint Handling: Addressing customer complaints with empathy and understanding, and worked to resolve issues to the customer's satisfaction
- Time Management: Able to manage multiple tasks and prioritize workload effectively to deliver high-quality customer service and satisfaction
Education
Bachelor's - Electronics & communication Engineering
SRI VASAVI INSTITUTE OF ENGINEERING & TECHNOLOGY
01.2014
Skills
- Data Analysis
- Excel
- MS Word
- SQL(basics)
- Data management
Timeline
SDS-Driver Support
Amazon(Contract)
07.2024 - 12.2024
TeamLead for flipkart fraud & risk management processs
AEGIS - STARTEK
07.2019 - 01.2022
Customer Support Agent
MPHASIS AN HP COMPANY
03.2018 - 05.2019
Bachelor's - Electronics & communication Engineering
SRI VASAVI INSTITUTE OF ENGINEERING & TECHNOLOGY
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