Susmita Paul

Experience

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  Amazon

  Jul 2016 - Nov 2018

  Transaction Risk Investigator, Chargeback

  Transaction Risk InvestigatorAmazon Development Centre India Pvt. Ltd.🗓 07/2016 – Ongoing at Hyderabad • Responsible for dispute resolution of E-Commerce transactions to mitigate risk of Fraud and policy abuse.• Manage extensive rule sets designed to detect potential fraudulent transactions while limiting the negative impact on the customer's online experience.• Calls Payment processors like Chase Paymentech, Discover, BAMS, and American Express to reduce the bad debt of the company and to provide better assistance to the customer.• Worked on various queues like PYOP chargebacks, Amazon Web Services chargebacks, Synchrony chargebacks, Amazon India Chargebacks, Amazon USA and UK chargebacks.• Mentored and supervised fraud analysts who were facing issues to meet their metrics.• Developed procedures and policies to streamline payment processor calls.• Conducted meetings with more than 20 fraud analysts to spread awareness regarding the reasons of calling payment processors.• Conducted trainings over calls for fraud analysts in Bangalore and San Jose. Show less

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  Accenture Solutions Private Limited

  Apr 2018 - May 2020

  Business Operations Associate

  • Worked for one of the leaders of Digital Marketing as a Business Operations Associate for their clients of APAC, NA and EMEA regions. • Assisting clients on their digital campaigns via real time and email support. Going over and above to provide resolutions on their campaigns that run online. • Have experiences on tools like Adwords, Display & Video 360, Campaign Manager. • Have been an integral part of a big team, working towards the same goal with all given metrics met.

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  Google Operations Center

  May 2020 - Mar 2024

  Customer Support Senior Associate

  • Responsible for troubleshooting and assisting clients on their digital campaigns via real time and email support. Going over and above to provide resolutions on their campaigns that run online. • I have worked with clients of three different regions: APAC (East and South Asia, and Oceania), EMEA (Europe, Middle East, and Africa) and NA (American region).• Have experiences on platforms like Display & Video 360, Campaign Manager and Google Ads.• Have been trained to handle the top spending accounts and assist the clients with the troubleshooting on their campaigns.• Have been an integral part of a big team, working towards the same goal with all given metrics met. Show less

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  MediaMint

  Nov 2021 - now

  Campaign Manager

  • Serve as the main point of contact for top level executives across 30+ agencies and brands.• Investigate and determine clients’ wants and needs; provide end-to-end account management and campaign management services• Responsible for gathering insertion order and creative spec data; QA and monitoring of all campaign data/performance.• Plan and implement digital strategies for clients. Create custom segments for targeting.• Optimize campaigns towards KPI goals. Recommend and implement tactics to the campaigns to increase their revenue.• Provide performance reports and optimization recommendations directly to clients.• Responsible for budget incremental and campaign revision/extension.• Suggest best practices, solve queries and recommend tactics for client’s self-served campaigns.• Training and working closely with the team to answer their queries and sharing insights to perform their campaigns. Show less