Ruchi Gupta

Professional Summary

Results-driven professional with expertise in chargeback and fraud management for Mastercard and Visa, and experience in payroll processing, compliance, and seller payouts. Skilled in resolving complex issues, leading teams in managerial absence, and training new employees as a Subject Matter Expert in Microsoft Project. Committed to accuracy, efficiency, and regulatory compliance.

Project 1: Worldpay Bank

• Monitor disputed transactions for possible fraudulent activity. Research card disputes and build dispute cases to recover funds for merchant using proprietary software.
• Validate appropriate data from internal and third party systems and ensure appropriate course of action is being pursued. Drove customer escalations to resolution by engaging directly by clients.
• ⁠Work with quality management team to drive continuous improvement in the banking card process. Manage call and email escalation with the client. Need to work with the team members to complete the task within defined SLA given by client.
• ⁠Approve, manage, and lead training for team members. Prepare and present performance appraisals for Customer Service Representatives.

Project 2: Microsoft

• Managed over 100 payroll and seller payout tickets, ensuring timely and accurate processing for Microsoft sellers.
• Resolved payroll-related queries and maintained strict compliance with company and regional regulations.
• ⁠Served as a Subject Matter Expert (SME), providing process guidance and creating clear documentation to streamline team operations.
• Addressed and resolved complex issues impacting payouts and compliance.
• Supported onboarding and training initiatives for new team members, enhancing their understanding of workflows and tools.