Arokiaraj User

Senior Operations Manager

Spearheaded operations leadership for a multi-tiered team, driving performance across call centre, chargeback management, and client engagement functions. Managed end-to-end chargeback dispute processes and built operational client relationships.

Fraud PreventionChargeback ManagementDispute ResolutionTeam LeadershipProcess ImprovementSOP DevelopmentCustomer Relationship ManagementReportingData Analysis

Operations Manager

Managed fraud and disputes operations, achieving client certification and leading transition teams. Developed SOPs, BCP, and BISRA processes, and established KPIs and incentive programs.

Fraud PreventionDispute ManagementSOP DevelopmentBusiness Continuity PlanningQuality AssuranceAuditTeam ManagementKPI SettingIncentive ProgramsProcess Improvement

Manager Fraud

Oversaw order review and chargeback/dispute management for 13 countries across NA, EMEA, and APAC. Managed team leaves, handled escalations, and collaborated with HR and senior leadership.

Fraud PreventionChargeback ManagementDispute ResolutionTeam LeadershipSLA ManagementEscalation HandlingRecruitmentTrainingReporting

Functional Specialist Training Head

Sutherland Global Services

Conducted training for new hires and tenured associates, developed assessments, and generated training reports for clients and management.

TrainingAssessment DevelopmentReportingClient Communication

Team Lead, Fraud

Led a fraud team, managing daily operations, reviewing reports, and ensuring SLA compliance. Coordinated with team members and supported recruitment and training efforts.

Fraud PreventionTeam LeadershipSLA ManagementReportingTrainingRecruitment

Functional Specialist Quality

Sutherland Global Services

Managed the Quality team, prepared reports for clients and internal management, and trained the Quality team. Published findings and coordinated corporate training schedules.

Quality AssuranceTeam ManagementReportingTrainingProcess Improvement

Senior Quality Analyst

Sutherland Global Services

Conducted transaction monitoring, including case scrubbing, and provided coaching and feedback to team members. Guided agents in handling customer contacts and analyzed concession contacts.

Quality AnalysisTransaction MonitoringCoachingFeedbackProcess Improvement

Consumer Fraud Analyst

Analyzed consumer fraud cases, conducted order reviews, and managed chargeback disputes. Monitored fraud trends and contributed to process improvements.

Fraud AnalysisChargeback ManagementOrder ReviewData AnalysisProcess Improvement

Senior Customer Support Analyst

Provided customer support, handling inquiries and resolving issues. Assisted with email management and process improvements.

Customer ServiceEmail ManagementProblem SolvingProcess Improvement

Senior Process Executive – Voice

Cognizant Technology Solutions

Supervised inbound calls, facilitated communication between front-line staff and store employees, and assigned service providers to resolve issues. Managed escalations and provided training to peers.

Call Center OperationsCustomer ServiceEscalation ManagementTrainingReportingQuality Assurance

Customer Support Analyst

Sutherland Global Services

Analyzed and addressed customer inquiries, provided support to peers, and escalated issues during Team Lead's absence. Managed emails and assessed write-backs to identify improvement areas.

Customer ServiceEmail ManagementProblem SolvingEscalation HandlingProcess Improvement