Deeksha Raikwar

Process - FIS (American Express Bank )

• Major work tool - CST, Service now, GNS, CCA, Lexis Nexis, Excel, Word.
• In my role as a fraud analyst, I provide assistance to customers facing technical issues through Voice, Chat & Email support Channels. I utilize the CST Tool to effectively diagnose and resolve various tech errors and concerns. By leveraging this tool's capabilities, I streamline the troubleshooting process and ensure quick resolution of customer issues. Through clear communication and persistent problem-solving, I aim to deliver exceptional customer service and maintain a high level of customer satisfaction in addressing technical challenges.
• I help prevent future fraud incidents, safeguarding both the organization's reputation and the customer's security.
• Handling a Communication in between client's with management.
• Serve as the first point of contact for addressing and resolving any problems, conflicts, or inquiries that arise.
• Majorly work on CST, Servicenow & GNS to resolve special dispute cases.
• Act as the primary point of communication for all clients involved work, including team members, and senior management.
• Coordinate activities, meetings, and events between various clients to ensure effective collaboration and smooth operations
• Maintain detailed records, documents, and reports related to communications, decisions, and actions taken.
• Gather feedback from our complience team to assess satisfaction levels, identify areas for improvement, and implement necessary changes.
• Ensure that commitments are met, deadlines are adhered to, and actions are taken in a timely manner.

• Work Skills - Postman , Integration, Shopify, Magento 2, Woocommerce(Wordpress), Custom API, REST API, Store Hippo, Shipway, Email, SEO, Testing, CRM- Freshdesk.
• Handling all the tech related Escalations & Emails
• Excellent communication and Troubleshoot skills
• Good understanding of APIs and Integration
• Understanding and Working knowledge on REST API
• API Testing via Postman
• Resolved tickets by the Freshdesk
• Good understanding of process & resolutions criterias
• Point of contact for any issue related to integration and POC for API integrations in major channel issues
• Lead integrations activities with partners and project leads
• Understand the client's needs and deliver the processes & project
• Demonstrated knowledge of large-scale channel Integration
• Working with the functional team, provides screen shots and system steps for testing and changes in Integration with Source systems and other applications such as Shopify and WooCommerce.

• Work Tool : CRM- Zendesk, Kapture, E- mail, Limeroad Portfolios, SEO, Live Promotions, Listing, Analysis of key features & Product Descriptions, Cataloguing, Catalogue Management, Product Management.
• Resolve all the seller's queries & escalation tickets by CRM- Zendesk, Kapture, E- mail & calls related to Shipment pickups, RTO/RTV returns, Payment issues, Remittance issues, Wrong/Defective/Replacement returns issues etc
• Connect with the various logistic partners for align Shipment pickups, handles RTO, RTV or returns cases
• Provide training to seller's for panel understanding and make understand to them about all the tabs of Limeroad portal in simplified way
• Provide product listing or promotion training & make growth chart on different different standard ways for seller's
• Take follow up's from the seller's on time to time basis for checking growth analysis.

Work Skills- Shopify, SEO, Tecustery, Openkart, Woocommerce, Lookup, Pivot, H Lookup, PowerPoint, Excel, Ms Word, E- mail,

Limeroad Portfolios, SEO, Live Promotions, Listing, Analysis of key features & Product Descriptions, Cataloguing, Catalogue

Management, Product Management.

• Handled international E Commerce Marketplaces such as Openkart, Shopify, Tecustery
• Working on Search engine optimistic (SEO)
• Managing Listing, cataloguing, promotion part & Make the product live in websites
• Managing Excel bulk data of products in sheet
• Working on Pivot Table, V Lookup, H Lookup
• Making Kay feature, Key words, Product Description for Product Listing
• Run promotion for the live Products.