Gaurav Kumar
Fraud Detection And Mitigation Specialist
Gurgaon,HR
Summary
Seeking a position to utilize my skills and abilities in the Industry that offers professional growth while being resourceful, innovative, and flexible.
Overview
12
12
years of professional experience
Work History
Senior Executive-Risk Operations
Junglee Games
09.2021 - 09.2025
- Determining fraud trends by analyzing accounts, transactions and foul play patterns.
- Making reports on suspicious activity and risk management and deep dive investigations.
- To Identify system improvements to prevent fraudulent/money laundering activities.
- To Develop measures for identifying and monitoring key risk indicators.
- Collaborate with the Strategy Manager and Data Science and Risk Management teams to provide feedback on the observed fraud patterns.
- Handled transaction processing (Withdrawals and transactions).
- Mentoring new joiners whenever required.
- Knowledge of Platforms- Admin, Amazon Web Services (Athena), Salesforce and Tableau.
Support Executive
Junglee Games
07.2019 - 09.2021
- Resolved users query over email and chats.
- Mentoring new joiners whenever required.
- Coordinating with multiple teams to provide timely resolution to the players.
- Identifying and highlighting the issues.
- Providing suggestions/ideas to improve the process.
- Helping other teams to clear their pendency wherever required.
Escalation Specialist
Lenskart.com
11.2017 - 07.2019
- Provide a helping hand to the management and immediate bosses in team management and smooth operations at the time of their non-presence at work desk.
- Mentoring juniors and new joiners and imparting training to them, whenever required.
- Resolving customers and store operators' queries.
- Coordinating with multiple internal and external teams to provide timely delivery of required products to different stakeholders.
- Coordinating with warehouse operators, manufacturing department, store operators and end user customers.
- Supporting smooth functioning and timely dispatch and delivery of products.
- Communicating over emails and calls with all stakeholders.
Customer Solution Specialist
Snapdeal (Jasper Infotech Pvt. Ltd
03.2014 - 01.2016
- Sorted incoming mail and calls and expedited urgent correspondence for immediate attention.
- Tracked customer shipment requirements to improve customer satisfaction while increasing service efficiencies.
- Investigated and resolved customer complaints through email to customer satisfaction.
- Resolving escalated complaints.
- Coordinating with customers for follow-up until the complaint is resolved.
- Escalation process and emailing process.
- Responsible for refund & replacement.
- Coordinating with sourcing team for any issue.
- Achieved Process SLA (Quality, AHT and Customer Satisfaction).
- Coordinating with logistic team & courier vendors.
Education
MBA -
Swami Vivekanand Subharti University
BBA -
Punjab Technical University
04.2001 - 2014
12th -
CBSE
10th -
CBSE
Skills
Risk assessment and mitigation
KYC compliance knowledge
Financial crime investigation
Credit and debit card fraud prevention
Identification of fraudulent patterns
Effective problem resolution
E-commerce management
Digital gaming expertise
Service excellence
Timeline
Senior Executive-Risk Operations
Junglee Games
09.2021 - 09.2025
Support Executive
Junglee Games
07.2019 - 09.2021
Escalation Specialist
Lenskart.com
11.2017 - 07.2019
Customer Solution Specialist
Snapdeal (Jasper Infotech Pvt. Ltd
03.2014 - 01.2016
BBA -
Punjab Technical University
04.2001 - 2014
MBA -
Swami Vivekanand Subharti University
12th -
CBSE
10th -
CBSE