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.
