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Apoorva Sharma

@apoorvasharma2

Fraud & Risk Operations Lead at Navan who prevented $3-5M+ in potential annual losses through fraud detection and resolution.

India

Message

What I'm looking for

I'm open to full-time or part-time remote roles in customer operations, resolutions, quality leadership, fraud, or compliance, and am available immediately.

At Navan Inc., I led fraud and transaction risk investigations and customer escalations across travel, expense, and card payments. I helped prevent an estimated $3-5M+ in potential annual losses and optimized detection rules to reduce false positives while sustaining fraud capture rates.

At Airbnb, I led quality audits and supported improvements in investigation accuracy, policy adherence, and customer resolution. I also conducted AML and financial crime investigations, including CDD/EDD, sanctions screening, and transaction monitoring, and prepared and filed SARs with US, UK, and EU regulators.

Experience

Work history, roles, and key accomplishments

Fraud & Risk Operations Lead

Navan Inc.

Apr 2023 - Dec 2025 (2 years 8 months)

Led high-value fraud and transaction risk investigations and customer escalations across enterprise-scale travel, expense, and card payments, handling 250-400 cases per month. Prevented an estimated $3-5M+ in potential annual losses through early detection and decisive resolutions.

Fraud Investigation Risk Management Transaction Monitoring SLA Management Jira Salesforce Team Leadership Quality Assurance

Quality Lead — Payment Risk Operations & Compliance

Airbnb

Dec 2021 - Dec 2022 (1 year)

Led quality assurance audits across chargebacks, unauthorized transactions, payout failures, disputes, and suspended accounts, reviewing 300-500 cases per quarter. Drove 15-20% improvement in investigation accuracy and policy adherence through structured feedback and coaching.

Quality Assurance Audit Chargebacks Disputes Vendor Management Coaching Compliance SLA Management

Senior Payment Compliance Analyst — AML, Sanctions & Financial Crime

Airbnb

Sep 2020 - Dec 2021 (1 year 3 months)

Conducted complex AML and financial crime investigations including CDD/EDD, sanctions screening, and transaction monitoring, handling high-risk case volumes of 150-250 per month. Prepared and filed SARs with FinCEN (US), NCA (UK), and EU regulators, meeting 100% filing deadlines.

AML Financial Crime CDD EDD Sanctions Screening Transaction Monitoring SAR Filings FinCEN NCA EU Regulations

Resolution Team Coordinator

Airbnb

Jul 2020 - Sep 2020 (2 months)

Managed Airbnb's most escalated and complex customer and risk cases, partnering directly with senior leadership to accelerate resolution timelines. Coordinated cross-functionally between Operations, Quality, Training, and Policy teams.

Escalation Management Cross Functional Collaboration Stakeholder Management Problem Solving

Community Education / Support Ambassador

Airbnb

May 2019 - Jul 2020 (1 year 2 months)

Resolved global booking and payment issues through ticket- and call-based customer service workflows while adhering to risk controls and compliance guidelines. Built foundational expertise in customer communication and policy-aligned decisioning.

Customer Service Communication Skills Risk Control Compliance Ticketing Systems

Process Associate

P9 India

Jan 2016 - Jan 2019 (3 years)

Delivered voice-based sales and customer engagement for real estate/brokerage clients, developing early expertise in customer service, KPI-driven performance, and quality assurance.

Customer Service Sales KPI Management Quality Assurance