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Danish Afroz
South Delhi
Work Preference
Summary
Chargeback Analyst with extensive experience at The Knot World, specializing in client relationship management and effective complaint resolution. Proficient in analyzing chargeback data to streamline processes and boost customer satisfaction. Skilled in collaborating with cross-functional teams to enhance service delivery and uphold quality standards.
Overview
6
6
years of professional experience
Work History
Chargeback Analyst
The knot world wide
Grugram
11.2024 - 04.2026
- Analyzed chargeback data to identify trends, implementing measures that reduced chargeback rate by 70%.
- Managed end-to-end chargeback process within Stripe, ensuring timely dispute resolution.
- Investigated and resolved numerous customer disputes monthly, achieving successful resolution rate of 80%.
- Reviewed merchant transactions for accuracy and compliance with policies.
- Collaborated with cross-functional teams to address chargeback issues and improve transaction accuracy.
- Documented findings and resolutions within chargeback management system for accurate reporting.
- Utilized Stripe's reporting features to track metrics and provide insights on fraud patterns.
Sr Customer Care Executive
Tech Mahindra
Noida
11.2023 - 04.2024
- Received and responded to customer inquiries in a timely manner, ensuring customer satisfaction.
- Provided technical support and troubleshooting assistance to customers.
- Monitored customer service metrics to ensure quality standards were met.
- Maintained detailed records of all customer interactions, including resolutions and follow-up actions taken.
Sr Customer Care Executive
Accenture
Grugram
07.2022 - 08.2023
- Received and responded to customer inquiries in a timely manner, ensuring customer satisfaction.
- Provided technical support and troubleshooting assistance to customers.
- Monitored customer service metrics to ensure quality standards were met.
- Analyzed feedback from customers in order to identify trends or patterns in service issues.
Customer Service Executive
Igt solutions
09.2020 - 02.2022
- Delivered prompt, courteous service to customers via phone, email, and chat.
- Resolved customer complaints swiftly while maintaining professionalism.
- Maintained accurate records of customer interactions and transactions in database system.
- Monitored customer feedback to identify improvement areas in services offered.
- Developed customized travel itineraries based on client preferences and budgets.
- Researched and recommended travel destinations, attractions, and accommodations.
- Created comprehensive itineraries, including flight bookings, car rentals, and hotel reservations.
- Assisted customers with changes to itineraries or cancellations as needed.
Education
Diploma - Computer Science
Jamia Millia Islamia
New Delhi02.2019
Intermediate -
Islamia Inter College
Uttar Pradesh07.2013
High School Diploma -
Islamia Inter College
Uttar Pradesh07.2011
Skills
- Client management strategies
- Call handling techniques
- Documentation skills
- Support and quality assurance services
- Negotiation tactics and complaint resolution
- Chargeback analysis methods
- Technical skills in Stripe and Amadeus tools
- Expertise in data analysis tools
- Analytical reasoning and risk assessment practices
- Understanding of regulatory compliance
Languages
- Hindi, First Language
- English, Proficient
- Urdu
Timeline
Chargeback Analyst
The knot world wide
11.2024 - 04.2026
Sr Customer Care Executive
Tech Mahindra
11.2023 - 04.2024
Sr Customer Care Executive
Accenture
07.2022 - 08.2023
Customer Service Executive
Igt solutions
09.2020 - 02.2022
Diploma - Computer Science
Jamia Millia Islamia
Intermediate -
Islamia Inter College
High School Diploma -
Islamia Inter College