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Arokiaraj User

@arokiarajuser

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Senior Operations Manager at Chargeback Gurus who managed end-to-end chargeback disputes and client operations.

India

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At Chargeback Gurus, I managed end-to-end chargeback disputes, from fraud case investigation and data retrieval to preparing evidence packets for issuing banks. I also analyzed workflow gaps and implemented corrective measures.

At EXL services, I developed operational procedures and business continuity plans for Fraud & Disputes. I also established audit tools, onboarding processes, and performance indicators.

At Groupon Shared Services, I oversaw order review and chargeback disputes across 13 countries. I tracked chargeback win rates and worked to keep reviews within service-level agreements.

Earlier, at Cognizant Technology Solutions and Sutherland Global Services, I handled customer support, quality monitoring, and training. I hold a Microsoft Certified Professional certification and a Six Sigma Yellow Belt.

Experience

Work history, roles, and key accomplishments

Senior Operations Manager

Chargeback Gurus

Nov 2025 - Jul 2026 (8 months)

Spearheaded operations leadership for a multi-tiered team, driving performance across call centre, chargeback management, and client engagement functions. Managed end-to-end chargeback dispute processes and built operational client relationships.

Fraud Prevention Chargeback Management Dispute Resolution Team Leadership Process Improvement SOP Development Customer Relationship Management Reporting Data Analysis

Operations Manager

EXL Services

Aug 2024 - Nov 2025 (1 year 3 months)

Managed fraud and disputes operations, achieving client certification and leading transition teams. Developed SOPs, BCP, and BISRA processes, and established KPIs and incentive programs.

Fraud Prevention Dispute Management SOP Development Business Continuity Planning Quality Assurance Audit Team Management KPI Setting Incentive Programs Process Improvement

Manager Fraud

Groupon Shared Services

Apr 2017 - Sep 2023 (6 years 5 months)

Oversaw order review and chargeback/dispute management for 13 countries across NA, EMEA, and APAC. Managed team leaves, handled escalations, and collaborated with HR and senior leadership.

Fraud Prevention Chargeback Management Dispute Resolution Team Leadership SLA Management Escalation Handling Recruitment Training Reporting

Functional Specialist Training Head

Sutherland Global Services

Apr 2017 - Sep 2023 (6 years 5 months)

Conducted training for new hires and tenured associates, developed assessments, and generated training reports for clients and management.

Training Assessment Development Reporting Client Communication

Team Lead, Fraud

Groupon Shared Services

Sep 2014 - Mar 2017 (2 years 6 months)

Led a fraud team, managing daily operations, reviewing reports, and ensuring SLA compliance. Coordinated with team members and supported recruitment and training efforts.

Fraud Prevention Team Leadership SLA Management Reporting Training Recruitment

Functional Specialist Quality

Sutherland Global Services

Sep 2014 - Mar 2017 (2 years 6 months)

Managed the Quality team, prepared reports for clients and internal management, and trained the Quality team. Published findings and coordinated corporate training schedules.

Quality Assurance Team Management Reporting Training Process Improvement

Senior Quality Analyst

Sutherland Global Services

Sep 2013 - Sep 2014 (1 year)

Conducted transaction monitoring, including case scrubbing, and provided coaching and feedback to team members. Guided agents in handling customer contacts and analyzed concession contacts.

Quality Analysis Transaction Monitoring Coaching Feedback Process Improvement

Consumer Fraud Analyst

Groupon Shared Services

Sep 2013 - Sep 2014 (1 year)

Analyzed consumer fraud cases, conducted order reviews, and managed chargeback disputes. Monitored fraud trends and contributed to process improvements.

Fraud Analysis Chargeback Management Order Review Data Analysis Process Improvement

Senior Customer Support Analyst

Groupon Shared Services

Feb 2013 - Sep 2013 (7 months)

Provided customer support, handling inquiries and resolving issues. Assisted with email management and process improvements.

Customer Service Email Management Problem Solving Process Improvement

Senior Process Executive – Voice

Cognizant Technology Solutions

Jul 2011 - Jan 2013 (1 year 6 months)

Supervised inbound calls, facilitated communication between front-line staff and store employees, and assigned service providers to resolve issues. Managed escalations and provided training to peers.

Call Center Operations Customer Service Escalation Management Training Reporting Quality Assurance

Customer Support Analyst

Sutherland Global Services

Oct 2005 - May 2011 (5 years 7 months)

Analyzed and addressed customer inquiries, provided support to peers, and escalated issues during Team Lead's absence. Managed emails and assessed write-backs to identify improvement areas.

Customer Service Email Management Problem Solving Escalation Handling Process Improvement