Work History
Timeline
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Nitesh Kumar

Ghaziabad,Uttar Pradesh

Work History

Fraud Analyst

Telus Digital
Greater Noida, UP
01.2023 - 05.2026
  • The position involves performing core enforcement reviews, conducting deep-drive fraud investigations, and analyzing fraud trends using data tools. This is a full-time position that reports to the manager of marketplace fraud operations and requires consistent delivery against weekly core work assignments.
  • Conduct deep-dive investigations into complex fraud cases and chargeback patterns. Provide subject matter expertise and operational feedback to help improve machine learning models.

Senior customer service associate

iEnergizer
Noida, UP
04.2021 - 08.2022
  • Merchant Onboarding KYC Document review and verification Nonvoice processes give a first-time check of document resolution to the client. sometimes interact with merchants and salespeople.
  • Daily bases case allocation, MIS sheet Preparation, Case audit, Master sheet preparation, Handling merchant escalation, Handling Level-1 or Level-2 cases.

Customer support associate

Tech Mahindra
Noida, UP
10.2019 - 08.2020
  • Handling OYO property check in denied calls, early check-in or early check-out query, and solving customer complaint gives first call resolution to the guest. Interact with guests and the property manager on call.
  • Handle customer queries via calls and emails in a timely and professional manner.
  • Provide accurate information related to bookings, cancellations, modifications and policies.
  • Resolve customer concerns effectively while maintaining high satisfaction levels.
  • Coordinate with internal teams (operations, supply and partner support) to ensure quick resolution.
  • Maintain detailed records of customer interactions and follow-ups.
  • Adhere to defined SLAs, quality benchmarks and process guidelines.
  • Identify recurring issues and share feedback for process improvements.

Business associate

Live digital marketing Pvt Ltd
Noida, UP
10.2017 - 11.2018
  • Associate for Merchant Help Desk - Associate for Online Merchant Team. Helping the Online Merchants in resolving daily issues/concerns raised on Calls/Emails. Proficient in understanding Merchant issues and providing resolution within the defined TAT. Handling Escalations from Online Merchants.
  • Train merchants on structuring product information, optimizing titles, and writing engaging product descriptions.
  • Instruct sellers on how to upload high-quality images and specific attributes (size, color, material) to Paytm Mall's guidelines to reduce customer returns.
  • Provide training on real-time stock updating and setting competitive pricing to capture maximum Gross Merchandise Value.
  • Coach merchants on end-to-end order processing-from acknowledging orders and printing labels/manifests to handling logistics partners.
  • Train sellers on how to download and interpret Paytm Mall's sales and payout reports.

Technical Support

Zen Mobile Telecare Pvt Ltd
Saket, Delhi
12.2014 - 09.2015
  • Device Fault Diagnosis: Identifying hardware defects (e.g., screen, battery, charging port faults) and software anomalies in feature phones and smartphones.
  • Software Flashing & OS Upgrades: Guiding customers or service center executives through operating system updates, factory resets, and software flashing routines.
  • Application Support: Helping users resolve performance issues, application crashes, data transfer glitches, and connectivity errors (such as Wi-Fi or Bluetooth pairing problems).
  • Query Resolution: Handling incoming support tickets, phone calls, and live chats to assist users with step-by-step technical problem-solving.
  • SLA Compliance: Resolving technical complaints within defined Service Level Agreements (SLAs) to ensure quick turnaround times.
  • Escalation Management: Systematically logging complex, recurring bugs or hardware issues and routing them to the L2/L3 backend technical team or service managers.
  • Service Network Support: Coordinating with Zen Mobile's nationwide Zen Care service centers to track spare parts availability and complex device repair statuses.
  • CRM Data Entry: Maintaining detailed, accurate records of all customer queries, component failures, and resolutions in the company's CRM system.
  • Knowledge Base Creation: Writing and updating user guides or troubleshooting documentation based on frequently reported technical defects.
  • Quality Assurance: Gathering customer feedback after resolutions to achieve superior customer engagement scores.
  • Data Security Protection: Ensuring consumer data privacy and proper security practices during device diagnostics and remote handling.

Timeline

Fraud Analyst

Telus Digital
01.2023 - 05.2026

Senior customer service associate

iEnergizer
04.2021 - 08.2022

Customer support associate

Tech Mahindra
10.2019 - 08.2020

Business associate

Live digital marketing Pvt Ltd
10.2017 - 11.2018

Technical Support

Zen Mobile Telecare Pvt Ltd
12.2014 - 09.2015

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Nitesh Kumar