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India
Work Background
GoDaddySenior Customer Security Manager
Jan. 2019 - Jun. 2024United StatesContinued track of internal advancement to lead Customer Security operations within company’s Information Security division. Engage strategies to create effective security programs, ensuring compliance with industry regulations and best practices. Manage key structures and partnerships critical to supporting international executives and more than 5K employees across the enterprise. Interface with teams across functions to create solutions for mitigation of escalated customer experiences. • Concurrently engaging four verticals with 20+ staff and acting Chief of Staff for 50+ staff across eight verticals.
• Delivers multiyear, multimillion dollar investment and growth strategies at 50,000 ft view with detailed milestones.
• Pinpointed sources of risk in systems and structures and introduced new initiatives to enhance overall security awareness while also refining core security policies and processes.
• Created new business partner program for Care & Services Organization, yielding major reduction in security gaps alongside increased compliance across global operation.
• Headed restructuring of company’s Digital Crimes Unit, driving improved outcomes including reduction in SLAs to under 48 hours and 50% reduction in duplicated efforts. • Introduced policies specific to consumer protection and child safety to better position operation for alignment of internal standards with external best practices; personally championed dedicated Child Safety Team to remediate service gaps, working closely with subject matter experts to create playbook.
GoDaddySenior Transaction Risk Manager
Jan. 2016 - Dec. 2019United StatesAdvanced to senior role within Global Payments and Transaction Risk division. Served as primary point-of-contact for all payment fraud and transaction risk matters. Maintained security protocols for products, payments, and vendor management. • Advanced business agenda for reduction of company risk and avoidance of costly fraud response and chargeback activities.
• Met specific demands of enabling prompt resolution of escalations stemming from internal teams spanning customer care, legal, IT security, SLT, and leadership functions.
• Served as change leader while guiding transition to new processes and systems to ensure compliance with GDPR-based customer privacy requirements.
• Delivered cost savings in excess of $150K by resolving commissions loophole.
• Played key role in deployment of new change management resource program supporting division’s four departments and 20+ staff, implementing updated metrics, processes, workload divisions, communication lines, and training and recognition programs. • Leveraged data analytics to guide decision making in development of organizational policies and standard procedures regarding new hire onboarding and training relevant to account management.
GoDaddyTransaction Risk Lead
Jan. 2015 - Dec. 2016United StatesEngaged team of transaction risk specialists in reviewing transactions across customer accounts.
GoDaddyTier II Transaction Risk Specialist
Jan. 2012 - Dec. 2015United StatesPromoted to Tier II transaction risk position, lead global fraud analytics and reporting activities, reviewed and responded to chargeback inquiries, and developed chargeback response strategies to increase win rate and reduce undetected fraud rate to maintain favorable relationships with payment processors.
GoDaddyTier I Transaction Risk Specialist
Jan. 2011 - Dec. 2012United StatesPromoted to Tier I transaction risk position, reviewing transactions across customer accounts to identify potential situations of payment fraud, abuse of commission program and promotional codes, and other malicious activities.
GoDaddySupport Specialist
Jan. 2009 - Dec. 2011United StatesJoined growth-driven enterprise in Tier I support role, applying analysis, communication, problem solving, and troubleshooting skills while serving as knowledgeable resource for internal and external customers.
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