Summary
Overview
Work History
Education
Skills
Hobbies and Interests
Disclaimer
Languages
Personal Information
Timeline
Generic

ALWIN KUMAR D

Bangalore

Summary

Dynamic and results-driven professional with extensive experience at Infosys BPM as a Sr. Support Specialist, specializing in fraud analysis and customer support management. Proven ability to lead teams effectively while enhancing operational efficiency. Strong expertise in ticketing systems and a competitive spirit drives innovative solutions in fast-paced environments.

Overview

11
11
years of professional experience

Work History

Sr. Support Specialist, Fraud Analyst

Infosys BPM
03.2024 - Current
  • To work on inbound and outbound calls to analyse as fraud or dispute by using tool like SAS, One Terminal, TCS, risk fort and salesforce for UK CapitalOne credit card Company.
  • Responded promptly to all incoming customer inquiries within established SLAs.
  • Established continuous improvement initiatives to achieve KPIs.

Team Lead

DaMENSCH
12.2021 - 09.2023
  • As a Team Lead I manager Order processing without Breach for Day to Day Website orders and Channel orders like Myntra, Ajio, Flipkart, Cred and Amazon and B2B order for Cocoblu , Flipkart and Myntra
  • Returns I taking care of RVP and RTO of all the website return and channel returns which we QC them and put back to inventory is the items are sellable
  • I also take care of Inward of the warehouse stationary and packing materials
  • Assisting CS Team on there escalation like Fraud items, damaged products and wrong products.

Customer Representative Operations

HGS Accenture
06.2021 - 12.2021
  • In Accenture I worked for Telstra (Australia) which is a telecommunication process were we use to get a request for customers for new network connections or to change the connections to new location
  • As a customer Rep I will process a due diligence for the perfect network and explain the plan to the customers and forward the report to the Tech them for the installation.

Sr. Customer support Executive

Concentrix
09.2020 - 05.2021
  • In Concentrix I worked for Walmart (Canada) for inbound calls from customers for the multiple quires like to know the order status, Cancellations, refund status and for assistance to place the order from our Walmart website.

Travel Consultant

BCD Travel
12.2016 - 08.2020
  • Was taking case of multiple process for Australian support services in
  • Agresso manually manual building, Error correction, invoicing
  • Later moved to Australian central ticketing, Issued ticket, Non-BSP invoicing, Refund, exchanges, hotel and car booking, hotel charge back, Non-refundable tickets.
  • Resolved any issues related to travel plans and services.

Customer Service Executive

Airpegasus
01.2014 - 11.2016
  • Handling inbound calls and Email from customer to assist them in
  • Flight tickets on the fresh bookings, cancellation, rescheduling and refund
  • Presented existing and prospective customers with valuable service or product information to aid in decision-making.

Education

SSLC -

St. Mary's boy's high school
K.G.F.

PUC -

Govt. PU College for boys
K.G.F.

B.com -

SS International University

Skills

  • Ability to take the initiative and work in a team environment
  • Competitive spirit and a passion for innovative ideas
  • Fraud analysis
  • Team management
  • Ticketing system experience
  • Customer communications
  • Customer support management
  • Customer service
  • Inventory management
  • MS Excel

Hobbies and Interests

  • Playing guitar.
  • Photo editing with Photoshop.
  • Short film making.
  • Bike Riding.
  • Watch movies.
  • Listening to music

Disclaimer

The above mentioned information is true and correct to the best of my knowledge and belief. If I am selected and given a chance to serve in your esteemed organization I shall prove my best and ability to the entire satisfaction of my superiors.

Languages

  • English
  • Tamil
  • Kannada
  • Telugu
  • Hindi

Personal Information

  • Father's Name: Deva Kumar
  • Date of Birth: 07/28/90
  • Gender: Male
  • Nationality: Indian
  • Religion: Christian

Timeline

Sr. Support Specialist, Fraud Analyst

Infosys BPM
03.2024 - Current

Team Lead

DaMENSCH
12.2021 - 09.2023

Customer Representative Operations

HGS Accenture
06.2021 - 12.2021

Sr. Customer support Executive

Concentrix
09.2020 - 05.2021

Travel Consultant

BCD Travel
12.2016 - 08.2020

Customer Service Executive

Airpegasus
01.2014 - 11.2016

SSLC -

St. Mary's boy's high school

PUC -

Govt. PU College for boys

B.com -

SS International University

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ALWIN KUMAR D