Ramalakshmi Thangaraj
Fraud and Claim Supervisor & Trainer
Chennai,TN
Summary
Proven leader in fraud detection and prevention, with a track record of enhancing operational efficiency at Wells Fargo. Excelled in claims investigation, leveraging fraud understanding to significantly reduce defects. Skilled in Pivot charts and VBA Macro, adept at fostering team growth and driving results through innovative training and quality analysis.
Overview
12
12
years of professional experience
Work History
Trainer & Quality Analyst
Wells Fargo
03.2024 - Current
- Evaluated the effectiveness of training initiatives by tracking participant progress and gathering feedback for continuous improvement.
- Provided one-on-one mentoring to help individuals reach their full potential within the organization.
- Collaborated with subject matter experts to create accurate training content.
- Developed customized training materials for various industries, ensuring relevance to the target audience.
- Streamlined processes for creating, updating, and distributing training materials, resulting in significant time savings for team members involved in these tasks.
- Analyzed training data to identify trends and areas for improvement, leading to more targeted training efforts.
- Engaged with subject matter experts to ensure training content accuracy and relevance.
- Promoted culture of continuous improvement by initiating regular training feedback loops.
- Trained and mentor 32 new personnel hired to fulfill various roles.
- Developed lesson plans, instructional materials and written practice tests for Process improvement training courses.
- Conducted thorough root cause analyses on recurring defects, resulting in the implementation of effective corrective actions.
- Collaborated with cross-functional teams to develop and implement targeted solutions for identified quality issues, ensuring continuous improvement.
- Analyzed quality and performance data to support operational decision-making.
- Developed and maintained quality assurance procedure documentation.
- Led root cause analysis initiatives that resulted in significant reduction in recurring defects.
Fraud and Claims Supervisor
ChargeBack Gurus
12.2021 - 11.2022
- Monitored team performance, enforcing compliance with corporate claims processes and procedures.
- Investigated, evaluated and adjusted multi-line claims in accordance with standards and laws.
- Cultivated productive relationships with stakeholders, facilitating claims lifecycle.
- Responsible for relationship management between chargeback and customer executive, bank and legal inquired regarding to customer escalations, executive, bank and legal enquiries regarding claim disputes.
- Responsible for team management including training, hiring,
managing performance, recruitment, and appraisals.
Handling the team of the Indian office, responsible for managing a team of 32 FTEs and handled 100 plus clients across USA and Europe in different ecommerce business . - Provided complete merchant account services inclusive of
chargeback dispute management, prevention alert services,
merchant account service, fraud management, MID reconciliations, customer service QA and back-office management for various ecommerce clients. . - Having experience in working with RPA Team for automating
business process, act as a business analyst. Responsible for
providing required input data to the RPA Team and directly interact with the client for getting access to the VM with required applications. - Experience in working with SQL Server database to check customer data mismatch and comparing the claim status report. In case of any mismatch in Database, will update the database with latest data.
- Prepared and presented quarterly Executive management business review through PPT to the manage the decisions on overall company performance and recommendations on process improvements.
Fraud and Claims Ops Specialist 4
WELLS FARGO
04.2018 - 12.2021
- Collaborated with cross-functional teams to achieve project goals on time and within budget.
- Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.
- Working as a Quality Analyst & SME, I am responsible for checking the error reports provided by onshore agent and revert it back to the respective team member.
- Trained 365 new and existing FTs in Chennai and Hyderabad location based on Basics of Cards and Claim dispute & Chargeback for US process.
- Driving departmental efficiencies by identifying opportunities and implementing changes resulting in improved claim documentation response.
- Have good understanding about Charge back condition codes.
Worked with SQL Server for number of claims processed and number of claims forwarded to different department due to the High Dollar Fund for both Hyderabad and Chennai locations. Also will update Database for customer's latest details, changes sent by Onshore agents thru mail confirmation. - Coordinating with Leads with regards to updates on client process, card association rules and to facilitate and implement process improvement ideas to improve efficiency of the process.
Process Associate
TATA CONSULTANCY SERVICES LTD,
08.2014 - 04.2018
- Managed multiple tasks simultaneously, ensuring timely completion of all assignments.
- Communicated effectively with colleagues and supervisors to resolve issues promptly and accurately.
- Participated in regular team meetings, contributing valuable insights toward process enhancements.
- Handled high volumes of incoming work requests professionally while maintaining excellent organization.
- eer Assistance Leader, responsible for training new-hires and
assisting coworkers with claim resolution and resolved escalated issues. - Identify and address opportunities for process and efficiency
improvements in dispute work flow and customer service.
Check whether an anonymous proxy server was used to place the order and check whether the mailing address is a mailbox or ship forward service. Using an Address Verification System (AVS) to prevent credit card fraud. - Investigate and process claims from Cardholders for disputed
authorized and unauthorized transactions Maintained acute attention to detail in all aspects of investigation and claims handling with 100% audit scores.
OFFICER (GRADEII)
HDFC BANK LTD (HDBFINANCIALSERVICESLTD)
05.2012 - 07.2014
- Managing the Online secure and unsecure transactions. E-commerce online secured transactions are monitored and precedence.
- Real time monitoring for secured online transaction done through eguard System at Authentication level.
- Authentication level monitoring done through Accosa (ACS- HDFC BANK). Creating new rules in Real time monitoring system (e-Guard) depends upon online fraud trend to avoid the dispute (Fraudulent) transactions.
- Conducted statistical analysis to evaluate risk and used statistical software such as e-Guard, PRM and ACCOSA applications.
- Real-time Fraudulent and suspicious transactions are monitored and placing the temporary block on the card to avoid further misuse through PRM and VISON PLUS (Credit card) and CMS (Debit card).
- Exposure (Fraud confirmed) transactions are sorted out and their System IP and Device ID's are blacklisting. And Blacklisting the Merchant also if we found more fraudulent attempts.
- Implemented process improvements that streamlined workflows, reducing redundancies and increasing operational efficiency.
Education
Bachelor of Arts - Mathematics
Madras University
Chennai 04.2001 -
Skills
Claims investigation and research
Timeline
Trainer & Quality Analyst
Wells Fargo
03.2024 - Current
Fraud and Claims Supervisor
ChargeBack Gurus
12.2021 - 11.2022
Fraud and Claims Ops Specialist 4
WELLS FARGO
04.2018 - 12.2021
Process Associate
TATA CONSULTANCY SERVICES LTD,
08.2014 - 04.2018
OFFICER (GRADEII)
HDFC BANK LTD (HDBFINANCIALSERVICESLTD)
05.2012 - 07.2014
Bachelor of Arts - Mathematics
Madras University
04.2001 -
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