SHWETA KAPOOR
Fraud Detection & Dispute Resolution Officer
Ahmedabad
Summary
Senior Fraud Prevention and Chargeback Specialist with 8+ years of experience in real‑time fraud screening, dispute resolution, and revenue protection across sales, airline, and hotel reservations. Proven track record in managing debit memos, chargebacks, and fraud monitoring systems while preparing fraud trend reports and structuring data for machine learning models to enhance predictive detection. Skilled in analyzing complex datasets, identifying fraud patterns, and implementing strategies that safeguard client revenue. Strong leadership in team rostering, task delegation, and guiding teams through critical situations, combined with excellent analytical thinking, attention to detail, and cross‑functional collaboration.
Overview
9
9
years of professional experience
2
2
Certifications
6
6
Languages
Work History
Fraud Prevention and Chargeback Specialist
Qatar Airways CDC PVT LTD
Ahmedabad
07.2024 - Current
- Chargeback Management: Capture and analyze chargeback data received from banks and financial institutions; prepare and submit defense documentation to minimize revenue loss.
- Customer Support: Assist customers with chargeback queries, ensuring timely resolution and maintaining high service standards.
- Fraud Screening: Perform real‑time fraud checks on customer bookings, identifying suspicious activity and preventing fraudulent transactions.
- Revenue Protection: Implement strategies to reduce financial exposure from disputes and fraudulent activities, contributing directly to revenue preservation.
- Collaboration: Work closely with cross‑functional teams including finance, operations, and customer service to streamline dispute resolution and fraud detection processes.
- Team Leadership: Create team rosters, delegate tasks effectively, and monitor performance to ensure operational efficiency and balanced workload distribution.
Senior Executive
Vodafone Intelligent Solutions (VOIS)
Ahmedabad
06.2021 - 06.2024
- Fraud Monitoring: Utilize telecom fraud prevention models such as IRSF (International Revenue Share Fraud), SIM Box Fraud, Subscription Fraud, Account Takeover, and Wangiri Fraud to detect and mitigate fraudulent activity.
- Data Analysis: Download and thoroughly review system data dumps to identify anomalies, suspicious patterns, or ongoing fraudulent activities.
- Incident Response: Investigate flagged cases, escalate critical issues, and coordinate with relevant teams to ensure timely resolution and minimize financial impact.
- Team Operations: Prepare team rosters, delegate tasks effectively, and provide support during critical situations such as workload spikes or emergency leaves.
- Reporting: Generate regular reports and insights on fraud trends, case outcomes, and team performance to support management decision‑making.
- Continuous Improvement: Contribute to the enhancement of fraud detection models, tools, and processes by sharing feedback and identifying gaps.
- Machine Learning Support: Designed fraud trend reports and identified recurring fraud patterns to structure data for machine learning models, improving predictive accuracy and automated fraud detection.
Customer Experience Specialist
Etech
05.2020 - 06.2021
- Real‑Time Fraud Screening: Assisted in fraud monitoring for a US‑based client, analyzing transactions in real time to identify and block suspicious activity, directly contributing to revenue protection.
- Fraud Monitoring Systems: Worked with advanced fraud detection platforms to identify and mitigate risks such as sales fraud, account misuse, chargeback fraud, subscription fraud, and identity‑related fraud schemes.
- Revenue Protection: Supported clients in defending against fraudulent activities and disputes, ensuring minimal financial impact and improved customer trust.
- Reporting: Prepared detailed reports and scorecards on fraud trends, case resolutions, and team performance for management review.
Fraud Prevention Analyst
Teletech
Ahmedabad
10.2017 - 05.2019
- Real‑Time Fraud Screening: Monitored customer transactions and bookings in real time to identify and block fraudulent activities, directly contributing to revenue protection.
- Fraud Monitoring Systems: Worked with advanced fraud detection platforms to identify and mitigate risks such as sales fraud, account misuse, chargeback fraud, subscription fraud, and identity‑related fraud schemes.
- Revenue Protection: Assisted clients in defending against fraudulent activities and disputes, ensuring minimal financial impact and improved customer trust.
- Chargeback & Debit Memo Management: Handled debit memos and chargebacks related to airline and hotel reservations, preparing defense documentation and supporting dispute resolution to safeguard revenue.
Education
Bachelor of Commerce -
Swami Sahajanand College Of Commerce
01-2020
Diploma - Aviation Hospitality and Travel Management
Frankfinn Institute of Air Hostess
01-2018
Higher Secondary - Commerce and Management
Fatima Convent High School
Bhavnagar, Gujarat01-2017
Skills
Problem Solving – Skilled at identifying root causes of fraud and implementing effective solutions
Decision‑Making Under Pressure – Capable of handling urgent fraud cases and critical team situations
Leadership & Team Management – Experienced in rostering, delegating tasks, and supporting teams during workload surges
Strategic Thinking – Skilled at aligning fraud prevention efforts with revenue protection goals
Innovation Mindset – Contributed to preparing fraud data for machine learning, supporting predictive fraud detection
Accomplishments
- Outstanding Fraud Prevention Award – Recognized for successfully preventing high‑risk transactions through real‑time fraud screening, saving significant client revenue.
- Excellence in Chargeback Management – Honored for reducing chargeback losses in airline and hotel reservations by implementing proactive dispute resolution strategies.
- Data Innovation Award – Awarded for preparing fraud trend reports and structuring datasets for machine learning models, improving predictive detection accuracy.
- Collaboration Excellence Award – Recognized for cross‑functional teamwork with finance, operations, and customer service teams to accelerate fraud case resolution.
Certification
IATA Training
Interests
Health and Fitness, Acquiring new skills, Professional development
Timeline
Fraud Prevention and Chargeback Specialist
Qatar Airways CDC PVT LTD
07.2024 - Current
Hospitality & Travel Fraud Prevention Courses
09-2022
Senior Executive
Vodafone Intelligent Solutions (VOIS)
06.2021 - 06.2024
Customer Experience Specialist
Etech
05.2020 - 06.2021
IATA Training
09-2018
Fraud Prevention Analyst
Teletech
10.2017 - 05.2019
Diploma - Aviation Hospitality and Travel Management
Frankfinn Institute of Air Hostess
Bachelor of Commerce -
Swami Sahajanand College Of Commerce
Higher Secondary - Commerce and Management
Fatima Convent High School