Divya Khorania
Summary
Empathetic and results-driven customer support professional with 3+ years of phone and chat experience supporting Amazon retail customers. Skilled at resolving payment disputes, handling chargebacks, validating customer identity documentation, and escalating edge-case issues with accuracy and adherence to procedures. Experienced in identifying potential financial risk indicators and ensuring adherence to compliance and secure customer authentication standards. Excellent communicator with strong analytical skills, attention to detail, and a passion for delivering trust-based customer experiences while contributing to financial crime awareness and prevention. Flexible to work night shifts, weekends, and rotational schedules in a 24/7 support environment.
Overview
4
4
years of professional experience
Work History
Training Officer
Teleperformance Global Limited
Jaipur
02.2022 - Current
- Delivered training programs on customer experience excellence, procedures, and quality standards.
- Assisted in quality assessments and improvements to support adherence to operational metrics.
- Created and maintained a database of employee training records.
Customer Support Representative
Teleperformance Global Limited
Jaipur
07.2022 - 02.2024
- Delivered high-quality support via phone and chat for Amazon retail customers, resolving account and order queries with empathy and accuracy.
- Managed and processed orders, handle secure payment transactions, and address questions about payment methods or billing statements while maintaining data privacy.
- Maintain comprehensive records of all customer interactions, inquiries, troubleshooting steps, and resolutions within CRM or support systems for future reference.
- Resolve 80–90+ customer cases daily involving billing inquiries, payment issues, account-related concerns, and technical problems through phone, email, and chat support.
- Investigated and resolved payment disputes, refund discrepancies, and chargebacks in compliance with process guidelines.
- Performed ID verification by reviewing customer documentation to validate accounts and prevent fraudulent activity.
- Escalated complex or potentially suspicious cases to higher teams with detailed documentation.
- Maintained meticulous records in CRM systems to ensure audit readiness and consistency across support interactions.
- Consistently met and exceeded quality and performance targets in a fast-paced support environment.
- Reviewed and analyzed transaction patterns, billing disputes, and payment irregularities to proactively identify potential financial crime risks and escalate as per compliance guidelines.
Education
M.com - Economic Administration & Financial Management
University of Rajasthan
1 2023
MBA - Finance & Marketing
International School of Informatics And Management
1 2019
Bachelor of Commerce (B.Com) - Commerce
Rajasthan University
1 2017
Skills
- Phone & Live Chat Customer Support
- Customer Issue Resolution
- Payment Disputes & Chargebacks
- Identity Verification (KYC Document Review)
- Escalation & Risk Prioritisation
- Strong English Communication
- Problem Solving & Decision Making
- Attention to Detail
- CRM & Support Tools
- Cross-Team Collaboration
- Shift Flexibility & Workload Management
Languages
English
Proficient (C2)
C2
Accomplishments
Resolution Star- Awarded "Resolution Star" 3 times (Dec, 2022, Feb 2023, July 2023 ) for achieving 100% resolution rate in customer support.
Education and Training
other,other,other
Timeline
Customer Support Representative
Teleperformance Global Limited
07.2022 - 02.2024
Training Officer
Teleperformance Global Limited
02.2022 - Current
M.com - Economic Administration & Financial Management
University of Rajasthan
MBA - Finance & Marketing
International School of Informatics And Management
Bachelor of Commerce (B.Com) - Commerce
Rajasthan University