Dharini Paladugula

Risk Investigations And Payment Operations

Address Hyderabad India
Phone +91 7673979727
E-mail dharinip1994@gmail.com

Motivated Risk investigator and payments operation specialist with 7 years of progressive experience.
Energetic self-starter and team builder. Navigates high-stress situations and achieves goals on time
.Seeking for a position with opportunity to exhibit strengths and enhance skills while striving for the
growth and development of the program and organization. Working with stakeholders to identify and
document roadmap or vision for operational processes and tools.

Skills

Training and Development.

SME and mentor (Team management)

Salesforce.

Zuora

Ticket Tracking Tools - ITSM, JIRA, GMS.

SQL

Data and work flow Analysis

Fraud detection

Data analysis

Risk Investigation

Work History

May 2023 - Commerce Operations Specialist (Payments Operation

Current DAZN, Hyderabad
Handling Hacked related issues
Accounts which are being hacked and taken over by the fraudsters
Handling escalations raised by Customer service team through tickets for
multiple issues related to payments, subscriptions, Invoicing, Account related
 Creating and Configuring Campaigns Zuora connect as per Client
requirements
Creating landing pages, where we can track how many customers logs in
using the particular page as per client request i.e., Google , apple and any
other 3rd party
Creating retention offers for the DAZN customers to retain the old customers
from churning
Handling payment runs and generating reports using Zuora reporting for
leadership review
Handling bulk cleanup activities by creating workflows using Zuora API
Supporting On Call to handle multiple process related issues reported by
Internal and External stake holders for live matches.

Sep 2022 - Sr.Risk Analyst

Apr 2023 Open Play Technologies
Fraud Investigation on games and customer accounts
Finding Patterns and MO's in the multiple scenarios by doing 5 why analysis
and finding RCA
Working on Daily and Weekly player bulk reports for refunds and escalations
Player's Deposits and Withdrawals from Company side and bank side
KYC verifications
Bank Reports for fraudulent transactions.

Jan 2020 - Risk Investigator

Sep 2022 Amazon
Risk Investigation is a part of proactive fraud detection
We prevent fraud and continuous bond of trust between customers and
Amazon
As a part of Risk investigation, we identify fraudulent transactions or claims for
retail or online marketplaces
We authenticate customers and determine false or unauthorized purchases
We also analyze processes and make recommendations to reduce incidents
of fraud
Contributed towards process development ideas
Shared new ideas which got considered and successfully implemented
towards SOP changes
Have mentored for 3 New Hire batches and Worked as SME for team of 10
Performing Defect Audits for the team and take weekly and biweekly sessions
on the team's areas of improvement to raise the bars and ensure the metrics
/goals are met as a team
Underwent coaching for training and development program to work as
seasonal trainer
Working on HYD site level IN weekly reports and do 5 why analysis if the team
is not meeting the requirements
Working on HYD Site level HRR project, project includes, HRR weekly reports
and to identify the top contributors, check where the investigators have
 missed, contact their SMEs for defect reduction
Will do proactive audits for HRR HYD Site level and help in defect reduction
Worked as creative head in IDEAcon project
Created design and flyers for the project
Working on HYD site for HRR defect reduction project
Would meet predetermined and assigned productivity targets and quality
standards
Working in RTS Skill (Police and Bank enquires).

Dec 2016 - Application Support Analyst

Jan 2020 Cognizant Technology Solutions
Provide Application support and problem resolution for customers and clients
Strong knowledge of support desk software and ticket tracking system - ITSM
Analyze application issues and customer queries via chat and mail
Working on SQL and internal tools for data retrieving and Support
Referred difficult issues to next level support while maintaining positive rapport
with the customer
Taking weekly status reports and attending client calls on daily and weekly
bases.

Education

Apr 2012 - BTech, Computer Science Engineering

May 2016 Vaagdevi College of Engineering
GPA: 73%