ROOHIN TAJ

• Fraud Detection & Risk Management – While analysing online gaming platforms, I identified complex fraud patterns like collusion and multi-account abuse by examining gameplay data and transaction trends. To address these issues, I designed user-level risk scoring models and behavioural analytics that accurately flagged suspicious activities, significantly improving fraud detection.
• Risk Scoring & Behavioural Analytics – Identified suspicious activities by developing user-level risk scores and analysing gameplay and transaction trends. To enhance detection, integrated behavioural analytics, which improved the accuracy and effectiveness of flagging anomalies and mitigating risks.
• Automation & Ticket Reduction – I discovered a surge in VIP support tickets tied to fraud issues. By implementing automated risk rules and fraud filters, we reduced ticket volume and improved overall user satisfaction.
• Chargeback Handling and SOP development– Managed dispute resolutions for RummyCulture and Gamezy, identifying reconciliation errors and fraud prevention gaps; streamlined processes and developed platform-specific SOPs, resulting in a 30% increase in reconciliation accuracy and stronger fraud controls.
• Automation & Process Improvement – Managed dispute resolutions for RummyCulture and Gamezy, identifying reconciliation issues and optimizing workflows, resulting in a 35% improvement in accuracy and 20% faster resolution times.

Key Wins:

• False Positive Reduction - Discovered that 80% of users flagged under tournament fraud rules were false positives, causing misclassification and reduced user trust. Revised detection logic, cutting false positives by 80% and improving accuracy and user confidence.
• Automation & Support Ticket Reduction - High volume of VIP support tickets caused by manual fraud reviews was reduced by implementing automated risk detection rules, achieving a 94% decrease in VIP tickets and boosting operational efficiency.
• Advanced Fraud Detection & Policy Development - Developed user-level risk scoring models with 100% fraud detection accuracy and created comprehensive SOPs, standardizing fraud prevention and ensuring regulatory compliance.
• Team Leadership & Process Optimization - Led a 7-member team, introducing data-driven workflows and mentorship, resulting in a 92% fulfilment ratio and significantly improved team performance.

• Led analysis of transaction data and fraud cases, identifying patterns that reduced false positives by 30% and improved detection accuracy.
• Recommended and implemented enhancements to fraud detection systems, contributing to a 25% reduction in financial losses.
• Conducted in-depth background checks on merchants to ensure compliance and detect fraudulent accounts early.
• Efficiently resolved customer disputes and chargebacks, minimizing financial impact.
• Trained and mentored new team members in Buyer Risk, strengthening team capability and reducing fraud reports.
• Resolved fraud cases from Cybercrime India, banks, and merchants by monitoring transactions and identifying patterns, improving detection accuracy and reducing resolution time by 30%.

• Improved KYC compliance by 30% through streamlined document verification, reduced failed deliveries by 25% via better logistics coordination, prevented fraud by analyzing customer data and collaborating with verification teams, and strengthened risk management by closely monitoring defaulter profiles.

• Identified recurring delays in order updates and returns through call analysis, implemented a structured outreach system via email, SMS, and chat, reducing unresolved queries by 40%. Led the extension calling process, standardized escalation handling and trained team members, resulting in a 35% drop in repeat escalations.

• Skilled in managing high-volume interview scheduling and candidate coordination, with a focus on seamless communication and follow-ups. Experienced in resolving panel issues and coordinating walk-in drives and performing quality checks post-scheduling. Proficient in recruitment tools such as Siebel, Virtual Edge, and Outlook.