Apoorv Lalwani
Bhopal
Summary
Motivated professional eager to embrace new challenges. Demonstrates strong work ethic, adaptability, and exceptional interpersonal skills. Proven ability to work independently and rapidly acquire new competencies.
Overview
4
4
years of professional experience
Work History
Concession Investigation Specialist
Amazon Development Center
Bhopal
03.2024 - Current
- Developed and implemented a systematic approach to identifying patterns in escalated issues, leading to proactive investigation initiatives.
- Executed investigations into complex customer issues during high-stakes escalation calls to prevent fraud.
- Achieved 15% reduction in re-escalations while enhancing customer trust through effective resolutions.
- Identified unauthorized charges and fraudulent refund claims through meticulous analysis of customer interactions.
Support Specialist
Amazon Development Center
Bhopal
05.2023 - 03.2024
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs, and resolving concerns.
- Troubleshoot customer problems, and see them through to resolution.
- Transformed negative customer experiences into positive outcomes by taking ownership of critical issues, and ensuring comprehensive follow-through.
- Maintained clear, concise, and professional communication with customers throughout the investigation and resolution lifecycle.
Customer Service Representative
Amazon Development Center
Bhopal
07.2022 - 05.2023
- Addressing and resolving a wide range of customer inquiries, complaints, and issues, including:
- Order status, tracking, and delivery problems.
- Returns, refunds, and exchanges.
- Payment issues (failed payments, billing discrepancies).
- Product information, troubleshooting, and guidance.
- Website navigation and account-related concerns.
- Technical issues with Amazon devices (Kindle, Echo, Alexa, etc.).
- Escalated issues: Handling complex or sensitive cases that require deeper investigation and problem-solving.
Zomato Customer Support
Startek Private Limited
Bhopal
06.2021 - 06.2022
- Support roles generally fall under conflict resolution, responding to tickets, answering phone calls from struggling customers, and responding to all customer concerns.
- Customer satisfaction is most important, and we need to handle food-related issues and help them with the best possible solution under the policy.
Education
Bachelor of Engineering - Computer Science
TRUBA College of Science And Technology (RGPV UIT)
Bhopal (M.P)04-2019
State Board - High School Education
Suman Saurabh Hr. Sec School
Bhopal (M.P)04-2015
State Board - Middle School Education
Suman Saurabh Hr. Sec School (State Board)
Bhopal (M.P)04-2013
Skills
- Fraud detection and investigation
- Analysis issue and reporting
- Conflict resolution strategies
- Case management and support
- Report fraud Detection
- Customer service
- Communication skills
- Customer investigation
Academic Project
- Twitter clone created using HTML, CSS: • Created a simple Twitter clone application using HTML and CSS to mimic the basic design and functionality of the official Twitter
- Java, .NetBeans :- Created Account Administration System using java: The main objective of this project was to make control over the accounts of the student, accountant and admins.
- Developed a feedback form using Java; the main objective of this project was to collect reviews or feedback from the people studying in a particular organization
Personal Skills
- Good communication and presentation skills
- Honest, hardworking, and eager to learn
- Ability to work individually as well as in a group environment
Languages
Hindi
First Language
English
Proficient (C2)
C2
Declaration
I hereby declare that the information furnished above is true to the best of my knowledge and belief.
- Signature
- Your name:
- Date
Timeline
Concession Investigation Specialist
Amazon Development Center
03.2024 - Current
Support Specialist
Amazon Development Center
05.2023 - 03.2024
Customer Service Representative
Amazon Development Center
07.2022 - 05.2023
Zomato Customer Support
Startek Private Limited
06.2021 - 06.2022
Bachelor of Engineering - Computer Science
TRUBA College of Science And Technology (RGPV UIT)
State Board - High School Education
Suman Saurabh Hr. Sec School
State Board - Middle School Education
Suman Saurabh Hr. Sec School (State Board)
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