Shama Shaik

Results-driven professional with expertise in customer success, fraud investigation, and interpersonal skills training. Passionate about empowering businesses and customers through effective problem-solving, risk mitigation, and seamless customer experiences. Adept at collaborating with cross-functional teams, analyzing data to identify trends, and implementing process improvements to enhance product usability and customer satisfaction.

Fincrime Analyst (Account Protection) - Revolut - India

(2025-07)

• Investigated Payment Services Regulations (PSR) claims related to APP scams and unauthorized payments.
• Conducted suspicious activity monitoring (SAM) and performed risk profiling by analyzing transaction activity, customer behavior, and supporting evidence to identify fraud patterns.
• Assessed customer and firm liability in line with PSR guidelines, AML regulations, and internal policies.
• Made accurate reimbursement decisions while ensuring regulatory compliance and customer protection.
• Consistently achieved KPIs with 100% quality in a high-volume investigation environment.
• Identified scam typologies, suspicious transaction patterns indicating potential money laundering and financial crime activities.
• Maintained detailed, audit-ready case documentation for regulatory reviews.
• Ensured high accuracy, quality, and productivity in a high-volume investigation environment.

Customer Support Specialist - Reelo - Ahmedabad

(2025-01 - 2025-07)

• Provided exceptional customer support to clients using Reelo's SaaS platform, ensuring issues related to product interface were resolved quickly and efficiently.
• Acted as the first point of contact for troubleshooting and resolving customer issues, ensuring a smooth user experience and maintaining high customer satisfaction levels.
• Analyzed customer queries and provided tailored solutions while identifying potential areas for product improvement and working with the development team to relay customer feedback.

Transaction Risk Investigator - Amazon - Hyderabad

(2023-01 - 2024-12)

• Conducted thorough investigations into flagged transactions and accounts to ensure security and trust for customers.
• Identified and mitigated transactional risks by analyzing product listings, detecting trademark, copyright, and patent infringements.
• Collaborated with cross-functional teams to improve fraud detection processes and enhance product usability.
• Excelled in handling high case volumes, consistently meeting or exceeding performance targets while maintaining accuracy.
• Implemented process improvements to enhance customer satisfaction and experience.

Inter-personal Skills Trainer - Advaith Skills Hub - Guntur

(2022-07 - 2022-12)

• Designed and delivered interactive training sessions on communication, teamwork, and self-presentation to secondary school students.
• Developed training modules on active listening, conflict resolution, and effective communication.
• Led personality development exercises to enhance self-awareness, confidence, and empathy.
• Consistently received positive feedback for creating an engaging and motivating learning environment.

B.Sc - Computers: Computer Science - Abhyudaya Degree College (2019-06 - 2022-06)

MPC - Mathematics, Physics, Chemistry - Sri Chaitanya Junior College (2017-07 - 2019-05)