Experience

• 

  Amazon

  Jun 2013 - Sept 2015

  Risk investigator

  As a risk investigator my job role included to investigate and analyze orders placed by customers to minimize fraud and elimination of online eCommerce risk using Fraud Detection skills. The job also demanded me to use available data to build meaningful trends and understanding of fraudulent behaviour.Interactions with banks and international customers was an integral part of my role..I was a part of a level 2 customer connect team which was set up to live up to the motto of amazon to be the most customer centric eCommerce site.To identify and find out the potential areas of risks to monitor patterns like chargebacks, veteran customers going bad, customer accounts being taken over , money laundering, ip spoofing, Risk analysis for third party merchants and vendors. Show less

• 

  Linkedin

  Sept 2015 - Feb 2022

  - Primary contact for all escalations and resolution of complex issues. Leveraging ACE, Investigations for effective resolution.- Be an SME in knowledge of products, processes & tools. Working constantly on improving/developing process/product/tools.- Led Knowledge Pillar initiatives within the MSR team including the contingent workforce.- Review Quality of the team by auditing and effective coaching. Tailor-made coaching sessions to suit each coachee’s individual capabilities and requirements. - Involved in deriving insights into the team's quality to achieve better alignment and Skill development.- Analyzed quality insight trends to create & implement a robust training model focused at effective and engaging training experience. - Worked towards creating a global on-boarding structure to align the MSR teams globally to the training structure.- Identified, Groomed, and Lead a group of trainers from within the team to ensure an aligned & effective training delivery in the region.- Responsible for Training and onboarding for MSR APAC for Full-time employees, Contingent workforce & Managers.- Handled end to end Contractor Orientation by conducting interviews, onboarding, training, worked on elevating the scope of their role in close collaboration with the MSR Leadership, the Legal team, and the vendors. - Collaborate with stakeholders & peers globally to work on standardizing and optimizing existing process. Show less - Handling of escalations from within the company or escalated via social media by thorough investigative expertise.- Audit and coach a small group to achieve exceptional quality.- Identifying trends patterns based on audits pertaining to the team's quality/performance, identify outliers and suggest performance improvement plans through coaching and training for the team.- Sharing best practices to the team to achieve better quality and ease of work. - Identify and communicate training and development opportunities, for the team and individuals.- Formally train, mentor, and coach new team members on the process.- Interacting with members regularly to ensure adherence to LinkedIn’s User Agreement Policies and monitoring any risk or frauds on the platform.- Build resources that can be a one stop shop for all knowledge needs of the team. Show less - Keep member information safe and ensure LinkedIn.com remains professional by responding to member inquiries, reports and complaints- Investigate and resolve issues pertaining to violations of the LinkedIn User Agreement to safeguard the platform.- Investigate and resolve issues pertaining to Spam, Scam, Account Takeovers, Identity theft, payment frauds, data scraping, phishing and other unethical Terms of Service Violations on the LinkedIn platform- Identifying security trends that need to be addressed and relaying findings to the appropriate stakeholders.- Investigate member requests to close down deceased member profiles, Fake profiles and impersonating profiles.- Identifing inaccurate content and assisting members to keep their profiles up-to-date.- Communicate effectively and concisely with members to help resolve cases in written form. Show less

  • Senior Consultant Member Safety & Recovery

    Oct 2019 - Feb 2022

  • Safety Operations Specialist II

    Aug 2018 - Oct 2019

  • Safety Operations Specialist I

    Nov 2016 - Aug 2018

  • Trust and Safety Specialist

    Sept 2015 - Nov 2016
• 

  Phonepe

  Mar 2022 - now

  • Manager, Merchant Experience Strategy - Payment Gateway

    Jul 2024 - now

  • Associate Manager - Process Design | BFSI, Payment Gateway

    Mar 2022 - Jul 2024