Summary
Overview
Work History
Education
Skills
Additional Information
Certification
Timeline
Generic
Shrujala Dakarapu

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

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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

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Shrujala DakarapuSenior Fraud Specialist