Abinash Kalita

• Maintained records of all operational activities for future reference.
• Developed and implemented new procedures to improve efficiency of the organization.
• Coordinated with other departments to ensure smooth functioning of activities.
• Provided necessary technical assistance and advice to subordinates when needed.
• Provided guidance and support to team members to help them achieve goals.
• Monitored daily operations and ensured compliance with company policies and regulations.
• Prepared monthly progress reports detailing achievements against set targets.
• Worked closely with customers to understand needs and resolve diverse issues.
• Collaborated with fellow employees, vendors and other parties to achieve smooth coordination of activities, risk remediation and follow-up.
• Analyzed sales data to identify trends and adjust strategies accordingly.
• Reviewed completed work to verify consistency, quality, and conformance.
• Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
• Implemented quality control measures to uphold company standards.
• Resolved customer inquiries and complaints requiring management-level escalation.
• Analyzed business performance data and forecasted business results for upper management.
• Assigned work and monitored performance of project personnel.

(Fraud Risk And Dispute Chargeback Management)

• Monitor and investigate suspicious transactions, identifying fraud patterns using internal tools and external fraud intelligence sources
• Assist in designing and implementing fraud prevention strategies across digital and card channels
• Conduct root cause analysis of fraud cases and recommend process/policy changes
• Coordinate with Product, Technology, and Legal teams to manage fraud risks in new product features
• Chargeback & Dispute Management
• Supervise the daily operations of dispute and chargeback handling for card (credit/debit) and non-card (UPI/wallet/net banking) transactions
• Ensure adherence to regulatory timelines and card network rules (Visa/Mastercard/Rupay)
• Oversee documentation, evidence gathering, representments, and arbitration processes
• Monitor key metrics such as win-loss ratio, representment success rate, TAT, and chargeback volumes
• Team Leadership
• Lead, train, and mentor a team of analysts or associates working on fraud and chargeback cases
• Allocate resources efficiently and optimize workflows to ensure timely resolution
• Conduct regular performance reviews and provide coaching and feedback
• Stakeholder & Compliance Management
• Liaise with banks, payment networks, merchants, and internal stakeholders to resolve escalations
• Ensure compliance with all applicable regulations (RBI, PCI DSS, etc.) related to fraud and disputes
• Prepare periodic MIS reports, dashboards, and risk summaries for senior management.

• A qualified management professional in finance discipline and a graduate in Business management with excellent record of accomplishments.}
• Key roles:
• Selected by supervisor to assist with training of new employees; resolve complex claims- processing issues; and monitor claim status updates
• Handled escalated issues very well and worked to diffuse situations to ensure customer satisfaction
• Maintained an average call handling time of 6 minutes
• Communicated with other departments to resolve customer issues
• Think critically, solve problems, and develop customer relationships one customer at a time
• Reported and escalated efforts to resolve complex customer experience problems
• Advised Senior Leadership of any developments and action plans, set customer expectations and provided updates regarding troubleshooting and resolution action plan in external communications
• Provided process improvement recommendations for improving customer experience
• Escalation Management: -
• Reported and escalated efforts to resolve complex customer experience problems
• Advised Senior Leadership of any developments and action plans, set customer expectations and provided updates regarding troubleshooting and resolution action plan in external communications
• Provided process improvement recommendations for improving customer experience
• Analysed escalation trends and produce strategic recommendations to proactively addressed systemic issues
• Helped customers with log in assistance, technical issues on website, and billing discrepancies
• Trained and resolved credit card billing disputes issued by credit card companies
• Followed up with customers' issues that required more in-depth work to find solutions
• Cross trained to respond to requests, Assisted in training new employees
• Handled calls of complaint regarding credit card fraud and identity.