Shrujala Dakarapu
Senior Fraud Specialist
Hyderabad
Summary
Adaptable professional with 6+ years experience in Credit card&Chargeback processing, Transaction Risk Management and Customer Support seeking to leverage skills and knowledge to contribute to team success.
Overview
7
7
years of professional experience
4
4
years of post-secondary education
1
1
Certification
3
3
Languages
Work History
Senior Fraud Specialist
Goldman Sachs
Hyderabad
06.2021 - Current
- Assessing and evaluating incoming chargeback cases to determine their validity.
- Requesting and reviewing evidence from cardholder and merchant involved in the disputed transaction.
- Interacting with the cardholder to gather details about the disputed transaction and the reasons for the chargeback.
- Collaborating with relevant banks, payment networks, and merchants to resolve chargeback cases.
- Ensuring that the submitted documentation and evidence align with industry standards and regulations.
- Analyzing patterns and trends in chargeback cases to identify potential instances of fraud or merchant misconduct.
- Making informed decisions based on the evidence provided and applicable rules to determine whether to uphold or reject a chargeback.
- Keeping the cardholder informed about the progress and resolution of their chargeback case.
- Following industry guidelines and regulations to ensure fair and consistent handling of chargeback disputes.
- Providing insights and data to enhance the card issuer's fraud prevention and risk management strategies.
Transaction Risk Investigator
Amazon
Hyderabad
11.2019 - 11.2020
- Fraud Detection: Identifying and investigating potentially fraudulent transactions or activities on the Amazon platform. This involves reviewing transactions for unusual patterns and behaviors.
- Review and Analysis: Conducting thorough reviews and analysis of customer accounts, orders, and transactions to determine their legitimacy and risk level.
- Contacting Customers:Communicating with customers through email or phone to verify information or gather additional details about their orders, accounts, or activities.
- Documentation: Maintaining detailed and accurate records of investigations, including notes, evidence, and outcomes.
- Risk Assessment: Assessing the level of risk associated with specific transactions or accounts and taking appropriate action to mitigate that risk, which may include blocking orders or suspending accounts.
- Collaboration: Collaborating with cross-functional teams, such as customer service, legal, and tech teams, to resolve issues and improve fraud prevention measures.
- Compliance: Ensuring compliance with Amazon's policies and procedures while investigating and resolving issues.
- Reporting: Preparing and providing regular reports on investigation findings, trends, and potential areas of improvement to management.
- Process Improvement: Identifying opportunities to improve fraud detection and prevention processes and participating in process improvement initiatives.
- Customer Service: Providing exceptional customer service by addressing customer inquiries and concerns related to account security and transaction issues
Junior Business Analyst
Harness Digitech Private Limited
Coimbatore
06.2019 - 10.2019
- Requirements Gathering: Collaborate with stakeholders (both internal and external) to elicit, document, and analyze business requirements. This involves understanding the needs and objectives of the business.
- Requirements Documentation: Create clear and detailed requirement documents, including functional specifications, user stories, use cases, and process flows. These documents serve as a blueprint for software development.
- Analysis and Prioritization: Analyze business requirements to prioritize features and functionalities, ensuring that development efforts align with business goals.
- Communication: Act as a liaison between business stakeholders and the development team. Effective communication is crucial to convey requirements, changes, and updates.
- Validation and Verification: Verify that the delivered software meets the specified requirements by conducting testing, validation, and user acceptance testing (UAT).
- Problem Solving: Identify and resolve issues, ambiguities, and conflicts in requirements. BAs often play a key role in resolving scope creep and managing change requests.
- Data Analysis: Analyze and model data to support business decision-making and data-driven software features. This may involve creating data dictionaries, data mapping, and data validation.
- Process Improvement: Evaluate and improve existing business processes to increase efficiency and align them with industry best practices. This can involve process mapping and reengineering.
- Stakeholder Management: Build and maintain strong relationships with stakeholders, including business users, developers, testers, and project managers.
- Quality Assurance: Ensure that the final software product meets quality standards by defining acceptance criteria and conducting quality assurance checks.
- Documentation and Reporting: Maintain comprehensive project documentation and report on project progress and key metrics to stakeholders and management.
- Training and Support: Provide training and support to end-users during software implementation and rollout.
- Risk Assessment: Identify potential project risks and work with the team to develop mitigation strategies.
- Change Management: Assist in managing organizational change related to new software implementations, including training and communication.
- Continuous Learning: Stay up-to-date with industry trends, emerging technologies, and best practices in business analysis to continually improve skills and knowledge.
Customer Support Associate
Amazon
Hyderabad
08.2016 - 06.2019
- Customer Assistance: I provided timely and accurate assistance to customers through various communication channels, such as phone, email, chat, or social media.
- Issue Resolution: I addressed and resolved customer inquiries, concerns, and issues efficiently. This included handling order tracking, product inquiries, and addressing complaints and returns.
- Technical Support: I offered technical assistance and troubleshooting guidance for Amazon devices, services, and platforms like Kindle, Alexa, and Amazon Web Services.
- Product Knowledge: I maintained up-to-date knowledge of Amazon's products, services, policies, and procedures to provide customers with accurate information.
- Customer Feedback: I gathered and provided feedback to internal teams regarding common customer issues, trends, and suggestions for improving products or services.
- Multitasking: I efficiently handled multiple customer interactions simultaneously while maintaining a high level of service quality.
- Compliance: I adhered to Amazon's policies and guidelines, ensuring that customer interactions complied with company standards and regulations.
- Continuous Learning: I stayed updated on Amazon's evolving products, services, and processes through ongoing training and development programs.
- Team Collaboration: I collaborated with colleagues and team members to address complex customer issues and shared knowledge and best practices.
- Adaptability: I adapted to changes in customer support procedures, tools, and technologies as Amazon continually evolved its services.
Education
Bachelor of Technology - Computer Science And Engineering
Aurora's Technological And Research Institute
Hyderabad 09.2012 - 05.2016
Skills
Disputes&Chargeback Resolution
Fraud Prevention and DetectionTransaction monitoring and analysisData Analysis
Excel
SQL
Effective communication
Teamwork and Collaboration
Additional Information
- Customer Delight Ambassador Award (06/2018 )
- Silver Shield Winner Peak RNR (10/2017) -Amazon
- Amazon Golden Hammer Winner Peak RNR 2017 (10/2017) Amazon
Certification
Advanced Business Analysis
Timeline
Senior Fraud Specialist
Goldman Sachs
06.2021 - Current
Transaction Risk Investigator
Amazon
11.2019 - 11.2020
Junior Business Analyst
Harness Digitech Private Limited
06.2019 - 10.2019
Advanced Business Analysis
02-2019
Customer Support Associate
Amazon
08.2016 - 06.2019
Bachelor of Technology - Computer Science And Engineering
Aurora's Technological And Research Institute
09.2012 - 05.2016