Summary
Skills
Work History
Education
Accomplishments
Software
Overview
Generic
Poonthingal Gopa Kumar

Poonthingal Gopa Kumar

Fraud And Root Cause Analyst
Bengaluru

Summary

Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Skills

    Analytical and problem-solving skills

undefined

Work History

Root Cause and CAPA Analyst

Meesho.com
Bengaluru
04.2022 - Current
  • Lead team of 5 RCA/SOP specialists to ensure timely and accurate representation of process health.
  • Monitor processes, identify areas of improvement and build frameworks to improve key metrics such as satisfaction score, customer effort score, handling time, etc
  • Work with partners and in house teams to drive right audit and governance practices
  • Work on identified areas to rework on SOP to continuously improve metrics like CES, NPS etc.
  • Publish weekly and monthly summaries for all stakeholders
  • Drive process improvements, periodically publish product/process insights derived from team’s inputs
  • Identify improvement opportunities to infuse efficiency and effectiveness into business processes
  • Understand potential customer dissatisfaction drivers and proactively mitigate any CSAT/SSAT risks
  • Own WBR, MBR, and QBRs with with internal and external stakeholders

Fraud Monitoring and Investigation Analyst

Home Credit India
Bengaluru
05.2018 - 12.2020
  • Analyzing database for any Data breach with, Analyzing KYC's which can hamper negatively on company’s reputation and wealth
  • Investigating KYC at ground level (UID site, VID site, PAN site, RTO sites) to authenticate client’s information
  • Identifies, escalates and makes recommendations on fraudulent transaction through in timely manner for actions against SA – Sales associate [Warnings/ Termination], RA – Retail associate [Warnings/ ID block], POS – Point of sale [Warnings/ Block] for violations
  • Monitor new roll-out cities to determine negative areas to eliminate business loss.
  • Profile monitoring, Database monitoring, Trend monitoring
  • Communicates with internal and external business partners developing relationships to optimize investigative process
  • Work with Fraud Operations to Prepare and communicate KRI’s, Triggers and establish and provide Fraud MIS related information on monthly basis to Regional and Global Fraud

Complaints and Root Cause Management Specialist

Home Credit India
Gurgaon
11.2016 - 05.2018
  • Delivered services to customer locations within specific timeframes.
  • Completed paperwork, recognizing discrepancies and promptly addressing for resolution.
  • Self-motivated, with strong sense of personal responsibility.
  • Learned and adapted quickly to new technology and software applications.
  • Ensuring clear and translucent resolution is provided to customer.
  • Used critical thinking to break down problems, evaluate solutions and make decisions

Escalation and Root Cause Specialist

Myntra.com
Bengaluru
12.2013 - 07.2016
  • Learned and adapted quickly to new technology and software applications.
  • Identified issues, analyzed information and provided solutions to problems.
  • Gained strong leadership skills by managing projects from start to finish.
  • Cultivated interpersonal skills by building positive relationships with others.
  • Identifying root cause of problem by verifying Call recordings, CCTV footage, Photographs, Data relating to entries
  • Liaising with internal teams such as Finance, Warehouse, Delivery, Technology, Brands, Catalogue & building rapport for quick and priority response

Error Reporter, Intern

AJR2 Technology
Bengaluru
01.2013 - 08.2013
  • Managed 14 field surveyors
  • Allocate wards and polling parts to field surveyors
  • Ensuring all surveys are achieved according to allocation
  • Segregating valid and invalid surveys; working on invalid surveys to ensure no errors and surveys are project ready
  • Validating latitude and longitude of surveys (surveyors tablets are enabled with GPS) are matching with allocated wards and polling parts to ensure no mal-practices resulting in clean surveys
  • Ensuring team is completing projects within stipulated deadline
  • Recommended process improvements to continually identify, analyze and fix constraints and challenges

Education

Commerce - Commerce

Karnataka Secondary Education Board
Bangalore
03.2011 - 03.2013

High School Diploma -

Cordial High School
Bangalore
03.1999 - 03.2009

Accomplishments


  • Father’s Name: P Sree Kumar
  • Nationality: Indian
  • DOB: 10/07/1993

Software

CRM Tools

Presto

SQL

Overview

10
10
years of professional experience
3
3
years of post-secondary education
5
5
Language

Similar Profiles

CREATE PROFILE
Poonthingal Gopa KumarFraud And Root Cause Analyst