Aman Sharma
Delhi
Summary
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
8
8
years of professional experience
Work History
Senior Fraud Analyst
Junglee Games India PVT. LTD.
Gurgaon
03.2022 - Current
- Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
- Analyzed large amounts of data to find patterns of fraud and anomalies.
- Evaluated customer data to identify and prevent fraudulent activities.
- Performed risk assessments to determine level of fraud risk and prioritize investigations.
- Collaborated with team members to discuss fraud trends and brainstorm methods to combat this type of crime.
Process Excellence Manager
Baazi Networks Private Limited
New Delhi
10.2020 - 02.2022
- Responded rapidly to market shifts to make changes to corporate processes.
- Evaluated impact of process change on overall operation and determined return on investment.
- Gathered and analyzed large amounts of data to determine improvement projections.
- Developed and maintained compliance database, tracking all compliance activities and documents.
- Reviewed, revised and updated compliance policies and procedures to confirm continual compliance with applicable laws.
- Onboarded the whole Customer Service and Operations team to new CRM Software OneDirect to maintain a swift communication amongs teams.
Social Media Executive
Paytm Payments Bank
Noida
01.2019 - 10.2020
- Handled the Social Media handles of CEO, COO and Directors along with official pages of the organization to address the complaints and reviews by users
- Worked closely with the operations and Grievance teams to resolve the high level escalations and customer complaints under the designated service level aggreements
- Increased customer engagement through social media.
- Monitored online presence of company's brand to engage with users and strengthen customer relationships.
Senior Customer Service Associate
Amazon Development Centre India Private Limited
Noida
10.2017 - 12.2018
- Started the new Message Us chat program of Amazon along with other team members in the Pilot Batch and suggested improvements & changes required to improve our and customer's chat experience
- Assisted customers with product selection, troubleshooting and problem resolution.
- Utilized active listening skills to understand customer needs and provide tailored solutions.
- Resolved customer service issues using company processes and policies and provided updates to customers.
Senior Associate
Wipro BPS
Noida
12.2015 - 06.2017
- Talked to customers on chat to loyalty resolve their queries related to their TalkTalk mobile/broadband/landline connections.
- Approached each problem with fresh mind and analytical strategies to quickly resolve concerns.
- Served as liaison, facilitating communication between management and associates.
- Trained and supported new team members, maintaining culture of collaboration.
- Handled the upselling program of the new packages introduced for the customers
Education
Bachelor's of Commerce - Finance And Management
School of Open Learning, University of Delhi
Delhi07.2017
Skills
- Data Analysis
- Job Assignments
- Social Media Management
- Verbal and Written Communication
- Customer Relations
- Vendor Contracts
- MS Office
- Card Games/RMG
Languages
English
Advanced (C1)
Hindi
Bilingual or Proficient (C2)
Timeline
Senior Fraud Analyst
Junglee Games India PVT. LTD.
03.2022 - Current
Process Excellence Manager
Baazi Networks Private Limited
10.2020 - 02.2022
Social Media Executive
Paytm Payments Bank
01.2019 - 10.2020
Senior Customer Service Associate
Amazon Development Centre India Private Limited
10.2017 - 12.2018
Senior Associate
Wipro BPS
12.2015 - 06.2017
Bachelor's of Commerce - Finance And Management
School of Open Learning, University of Delhi
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