Mohan K

• Meeting pre-determined quality and productivity targets.
• Handling .com, .br and .IN market places/country code to reduce online fraud on amazon platform.
• Conducted extensive research on complex cases to identify and analyze facts, evidence, legal issues, and other relevant information.
• Analyzed customer chargeback disputes and credit card transactions to identify fraudulent activity.
• Gathered evidence for dispute resolution, including transaction records, customer correspondence, and other relevant documents.
• Researched and reviewed all aspects of the dispute process in order to determine root cause of the problem.
• Evaluated and reconciled customers' accounts to ensure accuracy of payments, credits, refunds, and adjustments.
• Analyzed and monitored customer accounts for suspicious or fraudulent activity

Projects :

1. CLS CLUSUTER (Closed loop service).

• CLS stands for Closed Loop Service, an algorithm built to identify any unauthorized orders which have not been masked during Account sanitization. This creates customer friction in two folds- first account integrity compromised and second customer account gets locked due to incomplete action.
• Worked on 16 stores comprising of EN and Language stores with major volume in EN group (88%) while 16% volumes comprise of non EN Stores.
• Provided correct proactive resolution to 60% of the accounts reviewed till date by suppressing/masking the fraudulent/unauthorized orders and restoring account access to customer

2. Mark your system (MYS).

• Mark your system ( MYS ) is the adherence metrics for an investigator. It is essential to gauge the productivity and hygiene of the function( team). This report is generated by comparing the two sources Aspect ( schedule ) and GCAD( Nautilus / Kracken/ Paragon ) tool. This compares the adherence of the two sources and gives us the result as “Met “ or “ Not Met”.
• Efforts to connect with these defaulters to make them understand the impact of non-adherence on their IPH performance, particularly its productivity impact.
• Conducting team connects to emphasize the importance of schedule adherence.
• Providing explanations about various factors that affect adherence, including late logins and logouts, extending breaks and lunch, taking non-productive time (NPTs) without recording them on Aspect, and missing shifts without requesting time off.