About Shubham
MBA graduate from EMLV Business School with 7+ years of international experience supporting global clients across telecom, fintech, fraud risk, customer operations and IT service delivery. I help companies improve operational efficiency, customer experience, fraud prevention, and process performance through data-driven analysis, stakeholder coordination, and automation-focused solutions.
I have worked with organizations including Back Market, Deutsche Börse Group, Colt Technology Services, Accenture, and FIS Global, collaborating with cross-functional teams across Europe, the US, UK, and India. My experience covers project coordination, service delivery, fraud & risk operations, business process improvement, reporting, customer operations, and AI-driven workflow optimization.
I specialize in:
• Operations & Service Delivery Management
• Fraud & Risk Analysis
• Process Improvement & SLA Management
• Data Analysis & Reporting
• AI & Automation Support
• Stakeholder & Cross-functional Coordination
• Customer Operations & Escalation Management
• KPI Tracking & Performance Reporting
During my experience, I have:
• Reduced incident resolution timelines from days to under 90 minutes through AI-driven automation projects
• Managed fraud prevention and chargeback defense operations protecting company revenue
• Led backlog reduction and workflow optimization initiatives improving turnaround time by 20%
• Built dashboards and reports using Excel, Power BI, and BigQuery for operational visibility and decision-making
• Worked with tools such as Salesforce, Jira, ServiceNow, Power BI, BigQuery, Dust AI, Excel, and Notion
I enjoy working on projects involving operations optimization, fraud analysis, reporting automation, customer operations, service coordination, AI-enabled workflows, and business process improvement. My approach combines analytical thinking, structured project execution, and strong stakeholder communication to deliver measurable business impact.
English
Native or bilingual
French
Conversational
Can work on-site
Paris (up to 50km)
Experience
- Back MarketFraud and Risk OfficerE-COMMERCEFebruary 2026 - Today (4 months)Paris, France• - Evaluate and monitor high-risk transactions - reviewing flagged accounts to prevent fraudulent purchases before completion• - Analyse fraud and payment data to identify vulnerabilities and share trend reports to improve team detection rates• - Manage account suspensions and appeals, and handle law enforcement data requests in compliance with legal requirements• - Resolve customer fraud disputes and claims - collaborating with Customer Support to manage risk with minimal customer friction
- Deutsche BörseService Delivery CoordinatorJuly 2025 - December 2025 (5 months)Luxembourg• - Support the Senior Project Manager in coordinating three ongoing initiatives related to AI and cloud, ensuring milestones, dependencies, and risks are effectively tracked.• - Design and implement real-time dashboards to monitor milestones, risks, and dependencies, improving visibility into project performance and supporting data-driven decision-making for leadership.• - Maintain accurate project documentation, audit records, and platform updates, streamlining handovers, supporting governance requirements, and enhancing operational readiness.• - Proactively identify and resolve cross-team bottlenecks, driving service continuity, faster incident resolution, and smoother collaboration across global Security IT initiatives.
- Colt Technology ServicesSenior AnalystDecember 2022 - September 2024 (1 year and 9 months)Gurugram, Haryana, India• • Managed high-value client merger and novation requests using Salesforce, Siebel, and SAP C4C, collaborating with cross-functional teams to ensure SLA compliance and timely completion.• • Audited merger and novation request processes, along with inbound emails, identifying gaps, addressing root causes and reducing processing time to improve overall quality.• • Led a team of five in issue resolution, using Agile methods to clear backlog cases, reduce request.processing time by 20%, and establish new process guidelines, received the Process Excellence Award in Q1 2024.• • Prepared monthly and quarterly performance reports using Advanced excel and created process training presentations in PowerPoint. Utilized insights to drive continuous productivity improvement.• • Led "TogetherWeevolve" – a 5-member engagement taskforce, focused on boosting workplace culture for a 60-person team through training sessions, fun activities, office celebrations, and mental wellness programs, fostering direct connection and positive team morale.
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Education
- Master of Business AdministrationEMLV - École de Management Léonard de Vinci2025Master of Business Administration
- Bachelor of ArtsChatrapati Sahuji Maharaj Kanpur University2016Bachelor of Arts
Certifications
- Six Sigma Green BeltSix sigma academy Amsterdam2025