Roshan Deshbhratar

Fraud & Risk Operations Team Lead with over 4 years of experience supporting fraud prevention, fraud investigations, and risk operations for a leading global online travel marketplace. Proven expertise in investigating complex fraud cases, analysing fraud trends, identifying emerging risks, and leading high-performing operational teams in fast-paced, KPI-driven environments. Experienced in fraud detection, identity verification, payment fraud investigations, behavioural analysis, transaction monitoring, and process improvement.

Skilled at managing operational performance, improving investigation quality, mentoring analysts, and collaborating with cross-functional stakeholders to strengthen fraud prevention controls and deliver exceptional customer protection.

SERVICE DELIVERY TEAM LEAD - FRAUD & RISK - TTEC

(2024-11)

• Lead and mentor a team of 15–20 Fraud & Risk Analysts responsible for investigating identity fraud, payment fraud, account takeovers, policy abuse, and other high-risk customer activities.
• Manage daily fraud operations while ensuring investigation queues meet SLA, productivity, quality, and KPI targets.
• Review and resolve complex fraud investigations requiring advanced judgement and risk assessment.
• Monitor fraud trends, identify emerging fraud patterns, and provide actionable recommendations to improve fraud detection and operational efficiency.
• Act as the primary escalation point for high-risk fraud cases and operational incidents.
• Perform root cause analysis to identify recurring fraud risks and process gaps, reducing repeat investigation defects by 40%.
• Develop investigation procedures, SOPs, and escalation guidelines that improved investigation turnaround time by 22%.
• Conduct quality calibrations, one-to-one coaching sessions, and fraud investigation training, improving analyst productivity by 25%.
• Partner with Fraud Operations, Trust & Safety, Customer Support, Product, Compliance, and Risk teams to strengthen fraud prevention strategies.
• Report fraud trends, operational risks, and performance metrics to leadership while driving continuous process improvement.

FRAUD PREVENTION REPRESENTATIVE - TTEC

(2022-02 - 2024-10)

• Conducted end-to-end fraud investigations for customers and businesses across a global online travel platform.
• Investigated more than 1,200 high-risk fraud cases involving identity fraud, payment fraud, account takeovers, fake listings, policy abuse, suspicious behaviour, and account misuse.
• Reviewed customer accounts, transactions, supporting documentation, and behavioural indicators to identify fraudulent activity.
• Performed identity verification, document authentication, sanctions screening, adverse media research, and internet-based investigations.
• Analysed fraud patterns and emerging risks while escalating suspicious activity within defined SLAs.
• Documented investigation findings with evidence-based decisions and recommendations.
• Worked across multiple internal fraud systems simultaneously while maintaining 99% SLA adherence.
• Collaborated with Fraud Operations, Trust & Safety, Customer Support, and Risk teams to resolve complex fraud cases.
• Recommended process improvements that enhanced fraud detection effectiveness and reduced investigation turnaround time.
• Served as a Subject Matter Expert (SME), supporting peer reviews, quality checks, and mentoring new investigators.

Bachelor's Degree - BBA - Rashtrasant Tukadoji Maharaj Nagpur University