Namratha V

Risk Management & Mitigation: Safeguard Stripe's platform and financial partners by assessing risks, actioning Financial partner-raised requests to prevent penalties, and leveraging tools like LegitScript, Scamadvisor, and Trustpilot for risk adjudication. Data Analysis & Reporting: Analyze large datasets to identify trends, anomalies, and risks, providing actionable insights to senior management. Incident Response & Resolution: Investigate high-priority risk incidents, identify root causes, and collaborate with Program Managers & Stakeholders for resolution. Cross-Functional Collaboration: Act as a liaison between Terms of Service, Product Ops, and Financial Crimes teams, training teams on risk escalation and best practices. Queue management & Tooling Automation: Managing queue allocation and operational workflow to ensure daily targets and SLAs were consistently met. Serving as Shift Captain, responsible for assigning daily queues and monitoring team performance. Acting as DRI for Risk Ops ATH (All Hands) across APAC and EMEA, facilitating monthly cross-site sessions. Also contributed to tooling improvements and automation initiatives to enhance team efficiency and streamline processes.

- Customer Experience Optimization: Enhanced satisfaction and retention through strategic process design, VOC analysis, and proficient resolution of social media escalations. - Operational and Project Efficiency: Significantly improved operational performance by implementing robust process improvements, system validation, and leading projects from initiation to completion with a focus on timely delivery and process optimization. - Cross-Functional and Team Leadership: Successfully led cross-functional teams, fostering seamless collaboration and communication, while driving team development and cultivating a culture of continuous improvement for high-performance outcomes. - Enterprise Account and Merchant Management: Managed major enterprise accounts like Decathlon, Cred, and Udaan, delivering tailored solutions, improving merchant experience through swift issue resolution, and effectively addressing client-specific needs. - Due Diligence and KYC Expertise: Demonstrated strong capabilities in handling due diligence and KYC processes for India and Singapore, ensuring compliance and mitigating risks in enterprise account management and onboarding.

- Customer Empathy Program Leadership: Facilitated a customer empathy program with the CEO and Co-founder to analyze and address challenges in existing operational processes. - Agent Productivity and Systematic Audits: Monitored and enhanced agent productivity using audit reports, and established a systematic audit process to identify operational gaps and reduce human error. - Comprehensive Account and Transaction Management: Managed account configuration changes, transaction settlements, risk adjustments, and financial modifications for business owners, ensuring efficient issue resolution through initial ticket systems. - Root Cause Analysis and Stakeholder Reporting: Conducted Root Cause Analysis (RCA) for escalations, and prepared detailed reports on productivity and opportunities, providing key stakeholders with vital decision-making insights. - Cross-Functional Collaboration and Merchant Experience Improvement: Collaborated with cross-functional teams to resolve escalations, improved merchant experience with quick turnaround times, and contributed to a significant rise in organization-wide NPS through process enhancements.

- Expertly managed account configuration changes, transaction settlements, risk adjustments, and financial modifications for business owners, ensuring precision and reliability in all money-related operations. - Oversaw initial ticket systems, delivering comprehensive support and resolving issues with efficiency, while also conducting buddy sessions, acting as a workflow checker, and adeptly handling and assigning queues to optimize operational flow.

Digital Marketing 1. Advertising Marketing 2. Search Engine Marketing

Worked on Raspberry Pi 0 W and Raspberry Pi 2