Summary
Overview
Work History
Education
Skills
Personal Information
Accomplishments
Websites
Timeline
Generic

Shraddha Gupta

Bengaluru

Summary

Fraud and Risk Operations leader with 10+ years of experience driving operational excellence across Amazon, Accenture, and Wipro. Proven expertise in Payment Risk Operations, Fraud Investigations, stakeholder management, people leadership, and process automation. Experienced in leading high-performing teams, optimizing operational processes, improving customer experience, and leveraging data-driven insights to improve key operational metrics including Bad Debt, Enforcement Rate and SLA.

Overview

11
11
years of professional experience

Work History

Manager I – Investigations

AMAZON
Bengaluru
09.2021 - Current
  • Led Payment Risk Investigations supporting the successful launch of Amazon's Ireland and Belgium marketplaces.
  • Executed Payment Risk Operations strategy across direct reports and external partner teams for NA, EU & Physical stores.
  • Managed executive-level and business-critical escalations while collaborating with senior leadership to resolve complex customer and operational issues.
  • Interpreted operational metrics and performed root cause analysis to improve business performance and operational efficiency.
  • Drove performance across key operational metrics including Bad Debt, Enforcement Rate, and Investigations Per Hour (IPH) while balancing customer experience and business risk.
  • Ensured exceptional customer experience across European marketplaces while maintaining operational quality standards.
  • Developed high-performing teams through coaching, continuous feedback, and structured career development.
  • Created career growth plans aligned with organizational goals and succession planning.
  • Implemented automation across systems and processes to reduce bad debt, minimize over-enforcement, and improve customer experience.

Team Lead | Quality & Training Lead

ACCENTURE
Hyderabad
01.2020 - 09.2021
  • Led Quality and Training for a large-scale Content Moderation program supporting approximately 250 employees.
  • Managed team performance through coaching, mentoring, and continuous feedback.
  • Streamlined quality processes to improve operational efficiency and consistency.
  • Introduced automation within the Quality & Training function to maximize productivity.
  • Presented quality performance and business insights during Weekly, Monthly, and Quarterly Business Reviews.
  • Collaborated with stakeholders to drive continuous improvement initiatives.
  • Recognized as Best Team Lead on three separate occasions for delivering operational excellence.

Technical Support Agent | Quality Analyst

WIPRO
Mumbai
06.2015 - 12.2019
  • Delivered technical support for Microsoft Office 365 customers while consistently achieving customer satisfaction and quality goals.
  • Promoted to Quality Analyst based on outstanding performance and subject matter expertise.
  • Managed customer escalations and ensured adherence to client quality standards.
  • Successfully completed the First Level Manager assessment.
  • Supported quality initiatives through coaching, audits, and process adherence.

Education

BBA -

Rajiv Gandhi Institute of Management & Technology
Nagpur

Higher Secondary Certificate -

Jeevan Vikas Vidyalaya
Umred

Secondary School Certificate -

Modern School
Umred

Skills

  • Operational Excellence
  • Process Optimization
  • Data-driven Decision Making
  • People Leadership
  • Coaching and Mentoring
  • Strategic Problem Solving
  • Analytical Thinking
  • Fraud Investigations & Prevention
  • Risk Operations
  • Process Automation
  • Process Improvement
  • Root Cause Analysis
  • KPI Management
  • Stakeholder Management
  • Executive Escalations
  • Customer Experience

Personal Information

Title: Manager I – Payment Risk Investigations

Accomplishments

• Successfully led Payment Risk Investigations supporting the launch of Amazon's Ireland and Belgium marketplaces.
• Implemented automation initiatives that improved operational efficiency, reduced bad debt & over enforcement by 71% and enhanced customer experience.
• Successfully established Quality and Training processes for a large-scale Content Moderation program.

Websites

Timeline

Manager I – Investigations

AMAZON
09.2021 - Current

Team Lead | Quality & Training Lead

ACCENTURE
01.2020 - 09.2021

Technical Support Agent | Quality Analyst

WIPRO
06.2015 - 12.2019

BBA -

Rajiv Gandhi Institute of Management & Technology

Higher Secondary Certificate -

Jeevan Vikas Vidyalaya

Secondary School Certificate -

Modern School

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Shraddha Gupta