Sayad Mohammad Tabish
Bengaluru,Banglore
Summary
With 6.9 years of dynamic experience in Project Management, E-commerce Fraud, Risk Management, and Data Analysis, have excelled in leveraging Snowflake, Finance, and IGCC for precise data calculations and insights. Forte lies in enhancing operational efficiency and customer service, adeptly using SQL, Snowflake, AWS, Excel, and other tools, including Power BI for creating insightful visualizations. Noteworthy achievements include streamlining chargeback processes, fortifying legal and cybersecurity measures, and delivering impactful business analytics through compelling dashboards. Proactive and innovative professional committed to driving results and navigating complexities in the realm of finance and e-commerce.
Overview
7
7
years of professional experience
Work History
Senior Analyst - Process Excellence
Swiggy
11.2023 - Current
- Proficient in fraud operations within payments and e-commerce sectors, leveraging Excel, SQL, Snowflake, Redash, PowerBi and other tools for data analysis.
- Implemented corrective measures to mitigate fraud risks, leading to improved customer satisfaction (CSAT) and reduced average handling time (AHT).
- Investigated Delivery Partner Fraud, resulting in positive impacts on key business metrics like CSAT and AHT.
- Developed automation dashboards using Power BI for visualization, enhancing fraud detection processes.
- Led projects to enhance CSAT, AHT, and other business metrics through data analysis and process improvements.
- Managed payment gateway refund-related concerns and coupon mapping, driving positive impacts on business performance.
- Contributed significantly to fraud detection and prevention in e-commerce and payments industries, ensuring secure environment for stakeholders while improving operational efficiency.
- Ensured alignment between SOP changes and technological , Product advancements to optimize fraud detection processes and improve overall performance.
- Collaborated with cross-functional teams to streamline operational processes and enhance efficiency in fraud detection and prevention.
- Played key role in operational improvements, ensuring seamless integration of fraud management strategies with day-to-day business operations.
- Leveraged operational expertise to identify gaps in processes and propose enhancements for better fraud mitigation outcomes.
- Produced monthly reports using advanced Excel spreadsheet functions.
- Created various Excel documents to assist with pulling metrics data and presenting information to stakeholders for concise explanations of best placement for needed resources.
- Managed large-scale databases to ensure timely access to critical information for key stakeholders.
Senior Risk Analyst
Swiggy
09.2019 - 11.2023
- Investigate cases flagged via fraud hotline
- Work on cases of Misconduct, Bribery and Conflict of Interest
- Collaborated with vendors along with internal teams (data science, engineering and legal) to correct deficiency in controls
- Ensure action taken on employee (internal and external) are in line with Swiggy Ethics Policy
- Investigate off-roll teams to identify leakage and collusion for refunds and coupons
- Drafted SOP for investigating cases flagged by Risk model to prevent Customer refund abuse
- Identified collusion between Customers and Riders
- Investigate irregularities in Payments made to Restaurant and vendors
- Train/Re-train Fraud investigation team periodically
- Investigate complaints coming from National accounts such as Dominos, Pizza hut, Burger king against restaurants and report to leadership weekly
- Managed team of 18 associates and trained 30+ Agents
- Support internal audit team as per project assigned
- Promoted a strong risk culture within the organization through training programs and ongoing communication efforts.
- Improved decision-making by providing senior management with timely and accurate risk reporting.
- Increased transparency around risk exposures by developing clear communication channels between departments.
Operation Excutive
S.K. TIMBER
01.2018 - 05.2019
- Led strategic sourcing and operational activities for TATA Groups across PAN INDIA Basis.
- Developed and implemented logistics strategies for diverse materials including auto component parts, steel, coils, sheets, and railway activities.
- Utilized range of skills to optimize sourcing and operational processes, ensuring efficiency and cost-effectiveness.
- Managed Labour Pay-out Tracker to monitor and control labor expenses effectively.
- Maintained detailed daily import and export reports to facilitate smooth logistics operations and compliance.
- Oversaw daily order tracking and reporting, demonstrating strong organizational and analytical skills.
- Developed proficiency in managing diverse logistics activities and adapting to dynamic operational requirements.
- Coordinated logistics activities, ensuring timely delivery of products and services to clients.
Assistant Executive Customer Service
I Energizer
05.2017 - 12.2017
- Ownership of customer issue resolution process, ensuring timely resolution within assigned TAT.
- Build strong customer relationships, addressing queries and concerns via calls related to Payments & refunds.
- Maintain high-performance metrics including quality, productivity, and first contact resolution.
- Provide pre-order and post-order service support to customers, ensuring satisfaction.
- Utilize strong analytical skills to resolve complex issues and adapt processes for improvement.
- Accurately document customer issues via email and support tools, adhering to processes.
- Analyze performance trends to make informed decisions for goal setting and process changes.
- Proficient in voice and written communication across various channels (Voice/Chat).
Education
High School - Commerce
Central Academy
Deoria - India2011
Intermediate - Commerce/Finance
SPIGIC
Deoria - India2013
B.com (Hons) Finance - Finance
Integral University
Lucknow - India2014
Skills
- Proficient in Data Analysis using SQL, REDASH, Snowflake, Excel, and Spreadsheet applications
- Business Intelligence Dashboards using Power BI and Dashboard tools , Looker Studio
- Process improvement initiatives
- Risk Analysis
- Data Research and Validation
- Risk investigations to mitigate fraud and abuse risks
- Excellent interpersonal communication and influencing abilities
- Effective adaptation in rapidly changing environments, ensuring continued success
- In-dep research and understanding Fraud trends
- Knowledge in Finance and Legal related data calculation, ensuring accuracy and compliance
- Experience with Payment Gateways and Chargebacks analysis, contributing to financial security and stability
- Client management
- Client Relationship Management
- Performance monitoring
- Workflow Analysis
- Audit Support
Languages
English
Hindi
Urdu
Timeline
Senior Analyst - Process Excellence
Swiggy
11.2023 - Current
Senior Risk Analyst
Swiggy
09.2019 - 11.2023
Operation Excutive
S.K. TIMBER
01.2018 - 05.2019
Assistant Executive Customer Service
I Energizer
05.2017 - 12.2017
High School - Commerce
Central Academy
Intermediate - Commerce/Finance
SPIGIC
B.com (Hons) Finance - Finance
Integral University
Similar Profiles
Pragya RajPragya Raj
Software Engineer (Frontend) at SwiggySoftware Engineer (Frontend) at Swiggy
Omkar GadgeOmkar Gadge
Warehouse worker at swiggyWarehouse worker at swiggy
Brijendra Pratap SinghBrijendra Pratap Singh
Senior Manager, Strategy at SwiggySenior Manager, Strategy at Swiggy
Ekshit MadanEkshit Madan
Sales Manager at SwiggySales Manager at Swiggy
Ravikumar ChevulaRavikumar Chevula
Infra Transformation Analyst at Molson Coors beverage CompanyInfra Transformation Analyst at Molson Coors beverage Company