Sharon Anna

Customer Operations Specialist @TDCX

IN

Offered chat-based support to hosts (business owners) for account setup, platform navigation, and integration, ensuring optimal use through personalized profile and settings customization.• Developed expertise in AML regulations and compliance procedures, consistently applying this knowledge to identify high-risk transactions and potential money laundering schemes.• Utilized fraud detection tools and transaction monitoring systems to analyze large datasets and identify patterns indicating potential fraudefficiently.• Wrote comprehensive reports and suspicious activity reports (SARs), clearly presenting evidence, supporting details, and proposed measures.• Managed event operations and resolved issues related to bookings, payments, and third-party integrations (Zoom, Stripe, Google Calendar).• Handled billing inquiries, subscription changes, and refunds with transparency.• Conducted end-to-end fraud reviews on customer profiles, identifying and addressing risks across core banking, payments, and account openings, while implementing solutions for ATOs, P2P fraud, ACH and check kiting, and wire fraud.• Supported host success by providing educating on automation, promotions, and engagement tools, and guiding effective use of analytics for business growth.• Delivered proactive support to hosts, resolving concerns before escalation and driving client loyalty through exceptional service and relationship management.• Maintained up-to-date knowledge of industry practices to improve service delivery, communicate feature updates, manage support content, and gather host feedback to guide product improvements.

St. Joseph's Degree & PG College

Bachelor of Commerce - BCom

St.Ann's P.G College for Women (Mallapur)

Master of Business Administration - MBA

New Lilly Model High School

SSC

St. Joseph’s Junior College

Intermediate