Profile Summary
Puranjana Rathore is an accomplished operations leader with a strong foundation in fraud prevention, quality assurance, and customer experience management. With extensive hands-on experience across high-volume, compliance-driven environments in companies like Flipkart and TATA AIA, she has successfully led cross-functional teams, implemented performance monitoring frameworks, and driven organization-wide operational improvements. Now transitioning into senior leadership, Puranjana brings strategic insight, process excellence, and data-driven decision-making to the Chief Operating Officer (COO) role.
Education
Master of Arts – Rajasthan University
Rajasthan, India – Pursuing (Expected 2024)
Professional Experience
Fraud Prevention Analyst – Transcom (Flipkart Process), Jaipur
Apr 2023 – Apr 2024
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Led transaction-level fraud detection strategies and implemented advanced compliance dashboards
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Conducted daily call and behavior audits to minimize operational risk and uphold quality
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Delivered internal training to enhance employee fraud detection awareness and vigilance
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Collaborated with client stakeholders and internal departments to ensure regulatory adherence
Quality Analyst – Q Degree (TATA AIA Process), Jaipur
Aug 2022 – Mar 2023
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Spearheaded quality audit reviews, red/green alert flagging, and process gap identification
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Participated in client calibration sessions and maintained alignment with service benchmarks
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Led motivation and performance coaching initiatives at the team level
Customer Support Executive – Teleperformance (Sony Process), Jaipur
Jul 2019 – Apr 2021
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Delivered high-touch customer service support in a global tech process
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Resolved customer issues with empathy and detailed product knowledge
Core Competencies
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Fraud Monitoring & Risk Detection
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Process Compliance & Audit Management
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Operational KPIs & Dashboard Reporting
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Quality Assurance & Performance Analytics
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Customer Experience & Retention
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Training, Coaching, and Team Development
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Cross-Departmental Collaboration
Major Achievements
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Employee of the Year – 2021 (Teleperformance)
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Employee of the Month – 2020 (Teleperformance)
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Designed and launched a compliance tracking dashboard for fraud prevention metrics
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Successfully led internal training programs improving fraud detection accuracy by over 30%
Leadership Vision as COO
As COO, Puranjana Rathore champions a balance of operational efficiency, people development, and technology adoption. Her experience managing compliance-heavy environments gives her a critical edge in building scalable, resilient, and customer-first operational systems that align with long-term business goals.