Hanu Swetha
Senior Resolution Coordinator
Chennai,TN
Summary
Results-driven Operations Specialist with 4.5 years in client relationship management, fraud investigations, and escalation management. Expertise in resolving complex issues, conducting root cause analysis, and utilizing data-driven insights to optimize processes and improve service delivery. Proven experience in managing high-priority escalations and collaborating with cross-functional teams to implement scalable solutions.
Overview
6
6
years of professional experience
4
4
years of post-secondary education
Work History
Senior Resolution Specialist - Fraud Analyst
Walmart
02.2024 - Current
- Conducted comprehensive data analysis and investigation using the Accertify fraud detection platform and internal reporting systems similar to Axiom architecture, analyzing transaction patterns, account behaviors, and risk indicators to identify fraudulent activity, and ensure regulatory compliance.
- Leveraged extensive cross-functional experience across Transportation, Seller Support, Trust & Safety, Chargebacks, and Gift Cards operations, providing end-to-end customer support through voice, chat, and email channels, while ensuring compliance with service-level agreements and quality standards.
- Managed real-time service operations by monitoring customer support queues, conducting root cause analyses, analyzing key performance metrics, and coordinating with cross-functional stakeholders to implement swift corrective actions, and minimize service disruptions.
- Developed and implemented Excel-based automation templates to optimize investigation workflows, improving operational efficiency, and consistently achieving 100% quality scores across multiple reporting periods.
- Mentored and trained new hires and junior team members, accelerating onboarding, enhancing process understanding, and promoting consistent adherence to quality and performance standards.
- Proposed workflow and UI enhancement initiatives within Accertify, streamlining processes, reducing manual effort, and leveraging real-time data insights to improve operational efficiency, and achieve a 10% reduction in resolution time.
- Handled a high volume of customer inquiries related to disputes, chargebacks, and complaints, delivering prompt resolutions, conducting thorough investigations, and maintaining high standards of customer satisfaction, and service excellence.
ML/AI Data Associate
Amazon
07.2021 - 01.2024
- Collaborated with internal and external stakeholders to align project requirements, data annotation standards, and delivery expectations across global teams.
- Presented data validation insights, quality metrics, and performance analyses to stakeholders, enabling data-driven decisions that improved AI training outcomes and operational efficiency.
- Selected as part of the pilot team for the launch of Amazon's AI assistant, Rufus, leading workflow implementation, mentoring team members, and driving successful adoption across operations.
- Served as a Subject Matter Expert (SME) across multiple workflows, providing root cause analysis, operational insights, and recommendations to resolve recurring quality and process issues.
- Partnered with Product, Program Management, and QA teams to identify data quality gaps, implement scalable process improvements, and enhance internal tools and workflows.
- Developed and maintained productivity, quality, and performance reports using Excel and internal dashboards, providing actionable insights to support stakeholder decision-making and project delivery.
Assistant Team Lead
Shanplast Business
12.2020 - 05.2021
- Managed client billing operations and vendor relationships, enhancing service accuracy and operational efficiency to boost stakeholder satisfaction.
- Facilitated stakeholder meetings with internal teams and external partners to align on business objectives and project deliverables, ensuring clear communication and accountability.
- Leveraged Microsoft Excel and data analysis tools to generate actionable insights that informed strategic decisions and improved client-focused operations.
Education
B.Tech - Electronics And Communications Engineering
SRM Institute of Science And Technology
Kattankulathur, India 07.2016 - 05.2020
Skills
Stakeholder & Client Relationship Management Fraud Investigation, Risk Analysis & Root Cause Analysis (RCA) Escalation Management & SLA Compliance Operational Excellence, Workflow Monitoring & Process Improvement Customer Issue Resolution & De-escalation Strategies Data Analysis, Reporting & Performance Metrics (Excel, Dashboards) CRM, Case Management & Ticketing Systems Quality Assurance, Data Annotation & Data Auditing Product Operations & SaaS Platform Support Knowledge Management, Documentation & Process Standardization Training, Mentoring & Subject Matter Expertise (SME)
Timeline
Senior Resolution Specialist - Fraud Analyst
Walmart
02.2024 - Current
ML/AI Data Associate
Amazon
07.2021 - 01.2024
Assistant Team Lead
Shanplast Business
12.2020 - 05.2021
B.Tech - Electronics And Communications Engineering
SRM Institute of Science And Technology
07.2016 - 05.2020