Sonia Merwin

Fraud Prevention and Payments Operations professional with 12+ years of experience managing e-commerce payment operations, chargeback lifecycle management, and card-not-present fraud investigations across Visa, Mastercard, and American Express networks. Experienced in dispute operations, fraud monitoring tools, payment gateway management, and chargeback optimization while maintaining compliance with regulatory frameworks such as Reg E, Reg Z, and PSD2. Handled high-volume global payment disputes and fraud investigations across Stripe, PayPal, and Braintree payment ecosystems.

Manager – Operations & E-Commerce - Ethnic Tree Pvt Ltd - Chennai, India

(2025-06)

• Lead catalog management and vendor onboarding improving listing accuracy and turnaround time.
• Drive product performance analysis improving marketing conversions and revenue.
• Manage vendor payments and supplier performance ensuring operational efficiency.
• Supervise 10+ agents maintaining 95%+ SLA compliance and improved CSAT.
• Strengthen fraud monitoring and chargeback risk controls across digital transactions.

Manager – Chargeback & Fraud Operations - Net Avenue Technologies Pvt Ltd - Chennai, India

(2012-01 - 2025-03)

• Managed high-volume e-commerce payment operations including refunds, settlements, and dispute resolution across global payment gateways.
• Oversaw full chargeback lifecycle including retrieval requests, representments, and pre-arbitrations for Visa, Mastercard, and Amex disputes.
• Investigated high-volume CNP fraud cases including account takeover (ATO), triangulation fraud, promo abuse, and friendly fraud.
• Monitored chargeback ratios and fraud metrics ensuring compliance with card network monitoring thresholds.
• Led and mentored a team of 35+ fraud and dispute analysts improving productivity and investigation quality.
• Used tools such as VROL, Ethoca, Kount, and LexisNexis to detect fraud patterns and strengthen dispute evidence.
• Delivered fraud trend analysis and operational reports to leadership supporting fraud mitigation strategy.

Customer Service Representative - MMC InfoTech Pvt Ltd - Chennai, India

(2010-07 - 2011-12)

• Managed customer inquiries and loan processing support through email and chat channels.

Senior Lecturer - Rajas Engineering College - Nagercoil, India

(2006-10 - 2007-12)

• Designed and delivered curriculum and lectures for UG and PG students.
• Supervised student research projects, fostering academic growth.
• Led curriculum development, assessment design, and accreditation initiatives.
• Collaborated on interdisciplinary research projects and committees.
• Demonstrated leadership in academic administration.

Lecturer - Mary Madha College of Engineering & Technology - Nagercoil, India

(2005-07 - 2006-10)

• Conducted practical sessions and lectures on electron theory and applications.
• Facilitated interactive classroom instruction and hands-on laboratory demonstrations.
• Contributed to exam committees, including setting papers and grading.
• Maintained academic records and progress reports, ensuring institutional compliance.
• Collaborated with faculty and engaged in ongoing professional development to remain updated in electron theory and teaching practices.

Master of Engineering - M.E - Karunya Institute of Technology & Sciences

Bachelor of Engineering - B.E - CSI Institute of Technology