Shwetakaur Singh

Email: acdlpa@r.postjobfree.com Phone: 077********

Objective: To work in a challenging RCS based role with an opportunity to grow as an expert

in it.

Education:

March 2011 – Aug 2013 – Governance, risk and ethics management, London.

Sept 2009 – Feb 2011 – MBA - International business leading and managing, UEL, London

● Internship at London City Airport as a data analyst.

● Winner of Business development project for KPMG consultancy.

● Successfully completed the Leadership Trust training, Herefordshire, UK.

Jobs:

Google – Worked as an Online Fraud analyst for Google’s first payment processor -

Checkout which later re launched as Google Wallet. August 2006 to July 2009

I was one of the first 5 members of the founding team and hence held an enormous

contribution towards formation of procedures, strategies and testing of tools.

Merchant & Buyer Risk: My key duties were to identify fraudulent activities and

individuals trying to crack in to Google system and prevent its abuse by extensive

testing and identifying abuse patterns. I also gathered data and created adhoc reports

on fraud within OLA.

Job Roles:

I. Chargeback Team: Perform fraud prevention activities on customer

(merchant/buyer) account, focusing on functions established to provide early

mitigation of potential losses.

• Perform KYC checks for the prevention and detection of Fraud.

• Expert in recognizing changing fraud patterns i.e. fraud MO’s (Modus

Operandi).

• Expert in detecting “Credit Card fraud” and “Online Market Place

FRAUD”.

• Study and analyze the current work and procedures in the operations to

improve customer satisfaction and operational efficiency.

• Revise or rework on the SOP’s/procedures to improve the project

efficiency and productivity of the workers.

• Work in the respective department and team to implement the

recommended solutions or fixes. (Involves working with engineering team,

operations team, analyst team and training team)

• Create plans and track the improvement on different projects related to

operations efficiency, productivity and customer’s satisfaction.

• Create tools and Dashboards for management to increase visibility of the

team’s performance and track their progress.

II. Merchant Fraud Team- Investigate transactions flagged by fraud engine and

take decisions on closing or freezing accounts.

• Resolve escalated issues by further investigations - calling up customers or banks,

verifying KYC documents and emailing for any police records details. Verify

Experian records to combat potential identity theft in global terrorism finance (AML).

• Monitor flag bin to make sure fraud accounts are detected and affected customers are

contacted within acceptable timeframe.

• Communicate with clients on fraud finding conclusions with evidence as per Data

protection policy.

• Produce weekly fraud web reports, creating SAR, MI at OLA meetings conducted bi-

weekly with international offices. Was POC (point of contact) for designing and

maintaining key communications such as update letters and team blogs/ dash boards

on fraud across organisation to be presented to the FSA nominee of the company,

external bodies such as police, banks, and other private investigation institutions

• Worked with key departments such as engineering and finance to successfully

implement fraud tool launch notably- data mining software called ‘Chanakya’

customised for fraud bin (similar to Micro Strategy).

Awards received at Google:

● ‘The Transformer Award – Brought the change’ for my initiative on changing and

brining in new ideas and procedure.

● ‘All-star award’ for three consecutive quarters for my overall performance.

● Became first ever ‘Global Quality lead of India office.

● 7 times - Peer bonus from local and international teams.

GE Consumer finance services- Chargeback CSR (August 2005- Oct-2005) - I

•

started working on GE money’s pre-paid corporate credit cards department. My role was

to take inbound calls for first hand reporting of chargeback and disputes from customers

and prepares a fraud case for investigations.

• Resolutions team (Oct 2005- March 2006) - I worked as Risk researcher for multi

clients based operational process handling critical documents and credit history reports of

US citizens.

• Disputes and refund analyst: (April 2006- July 2006) I worked as disputes process

team member where my role was to verify an account before refunding back on

fraudulent transactions.

• I received ‘Star of JCP’ award for saving most revenue in the chargeback team.

Bhavya School: Administrative assistance - 10th May 2002 to 15th June 2005

Technical and other qualifications:

● Diploma in Computer Applications, MS Office and Google Analytics.

● Project management, basic VBA, SPSS and SQL tools at UEL, London

● Typing English from Andhra Pradesh state board of Technical Education.

● June 2002- November 2005- B.A. Political Science and Public Administration from

O.U Hyderabad, India.

● June 2011- Feb 2014- I have been working part time at Tesco express, as customer

service team. (While completing my studies).

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