Aarti Grover

Fraud operations professional with 7+ years of experience supporting fraud investigations and process improvements across US and international markets. Demonstrated ability to enhance operational workflows, quality standards, and customer experience.

Senior Fraud Analyst - BluCognition - Pune

(2021-10)

• Led complex fraud investigations by analyzing customer accounts, transactions, and behavioral patterns to identify financial crime risks.
• Managed team operations including workload allocation, queue management, SLA adherence, and daily operational support.
• Supported resource planning with volumes and business priorities.
• Delivered end-to-end training programs for new hires and refresher training for existing team members.
• Mentored associates during onboarding and production ramp-up to achieve 100% quality and productivity.
• Conducted quality audits, performance reviews, and provide structured feedback to improve investigation accuracy and efficiency.
• Led SOP creation and updates, driving tool and process enhancements to reduce time and improve customer experience.
• Created process flows and training materials for the Mexico fraud team, resulting in measurable performance improvement.
• Communicated with customers in English and Spanish across US and Mexico markets.

Investigation Specialist - Amazon Development Center - Hyderabad

(2018-09 - 2021-09)

• Investigated suspicious customer activities and order patterns by identifying fraud trends and behavioral anomalies.
• Served as SME by contributing inputs for new metrics, dashboards, and tool improvements.
• Coordinated with workflow teams to ensure smooth queue management and SLA adherence across multiple marketplaces.
• Prepared and shared weekly and monthly performance reports, insights, and action plans.
• Conducted regular quality audits and provided second-level opinions for complex cases.
• Led GEMBA sessions focused on continuous improvement initiatives.
• Worked on the JITT (Just-in-Time Translation Tool) launch project as a Spanish language expert, responsible for translation quality checks and feedback.
• Mentored the first batch of associates and developed cultural training content.
• Supported the successful launch of Spanish marketplaces, contributing to expansion across multiple languages.

PGDBM - Financial Management - NMIMS, Mumbai (2021 - 2023)

B.A. (Hons.) - Spanish - University of Delhi (2015 - 2018)