Sagarika Thumma

Experience

• 

  Amazon

  Aug 2016 - Aug 2017

  Customer Service Representative

  Worked at Amazon from August 17th 2016 - June 1st 2017 as a customer service associate. It helped me understand the corporate world, share ideas with peers, how to get perfection in the work assigned to you.

• 

  Uber

  Jul 2017 - Jun 2021

  Risk Analyst ||

  - Worked for the Manual Fraud Investigation team as Senior Risk Specialist.1) Issues that are queued for manual investigation to stop the fraudulent activities and deal with Application fraud, account takeovers and chargebacks Worked toward bolstering Account security and Risk standards. 2) Monitored real-time queues and efficiently identified high-risk transactions on Uber platforms. Managed customer accounts by answering their queries and took corrective actions on fraud trends and abuse patterns by analyzing rider accounts and email/Name patterns. 3) Utilized Zendesk reporting tools to track ticket resolution times, identify trends, and make recommendations for process improvements.4) Managed ticketing processes using Zendesk, ensuring timely resolution of customer inquiries and issues in compliance with company policies and regulatory requirements.5) Interfaced with stakeholders for various fraud detect operations and business development6) Assisted new hires and guided them through the process7) Created SOP's for process development for Risk, Governance teams which includes content, layout and designing Show less

• 

  Vogo Automotive Pvt. Ltd.

  Oct 2021 - Apr 2022

  Area Manager

  - Responsibilities include Asset management, Re-balancing, Logistics, Servicing and Maintenance of the fleet, Customer support, supply chain, fraud detection and bottom-line growth- Managed one of the city clusters and segments. - Managed day-to-day operations within the organization & Handled a Team size of 20 with Fleet executives, TL's for movement and shift.- Manages employee schedules, to include setting hours and timesheets & Eradicated Ground level errors and improves quality service.- Utilized Metabase to generate custom reports for management, providing valuable insights for strategic planning and decision making- Stayed updated with the latest trends and best practices in data analytics and visualization, incorporating them into Metabase solutions to drive continuous improvement.- Monitored sales and work towards meeting quarterly objectives & Tracked employee activity, to include successful completion of designated tasks- Identified organizational or employee-related issues and create effective solutions Show less

• 

  Airbnb

  Jul 2022 - Apr 2024

  Senior Risk Analyst

  1) Analyzing large volumes of data to identify trends, patterns, and potential risk indicators, defining risk mitigation measures, and working with cross-functional teams to ensure adherence to risk management frameworks2) Investigates complex situations and potential fraud surfaced in high volume queues3) Working with operational lead to support cross-functional groups to develop and enhance internal policies and tools such as increasing automation, updating policies, and fixing product loopholes4) Finds risk systems and investigate account patterns5) Investigates worldwide reservations based on trends and product vulnerabilities6) Maintains high levels of confidentiality while performing investigations & Comprehensively documents investigations7) Work with external Product vendors to enhance proactive and reactive risk detection as an informing or collaborating task Show less