Sathi Saha
Kolkata
Summary
Team Lead – Cards Chargeback Operations with proven track record in SLA and TAT management, chargeback win ratio improvement, financial recovery and escalation handling. Experienced in card network rules and compliance, maintaining high quality and audit readiness, improving processes through automation, preparing MIS reports, analyzing fraud trends, and leading teams to deliver accurate results and strong client satisfaction
Overview
9
9
years of professional experience
Work History
Team Leader
Tata Consultancy Services Ltd
08.2024 - Current
- Managed cross-functional team across multiple shifts and locations to ensure seamless 24/7 operations
- Led end-to-end card chargeback operations processing 8,000–12,000 cases monthly for Visa, MasterCard, and AMEX networks
- Standardized SOPs across pre-arbitration, representment, and arbitration stages, reducing rework by 35%.
- Achieved CSAT scores of 97% for dispute resolution effectiveness and reporting transparency
- Maintained 99.6% processing accuracy, minimizing rejections from card networks
Senior Process Associate
Tata Consultancy Services Ltd
06.2021 - 07.2024
- Served as SME for end-to-end chargeback lifecycle, managing complex and high-risk cases across Visa, MasterCard, and Amex to ensure compliance and effective resolution.
- Resolved escalations and sensitive disputes within SLA for 100% of cases, maintaining customer satisfaction and trust.
- Functioned as knowledge SPOC for network rule changes and regulatory updates, facilitating team awareness and compliance.
Process Associate
Tata Consultancy Services Ltd
04.2017 - 05.2021
- Achieved 98.5–99% processing accuracy while maintaining over 110% productivity
- Learned reason code mapping, evidence requirements, and timelines quickly, enhancing workflow
Education
B.SC (HONS) -
University of Calcutta
Skills
- Certified Lean Six Sigma Green Belt
- Banking and Card Operations
- Disputes and Chargeback
- MIS
- Process optimization
- Analytical ability
- Communication
- Performance Management
Timeline
Team Leader
Tata Consultancy Services Ltd
08.2024 - Current
Senior Process Associate
Tata Consultancy Services Ltd
06.2021 - 07.2024
Process Associate
Tata Consultancy Services Ltd
04.2017 - 05.2021
B.SC (HONS) -
University of Calcutta