Omkar Singh
Senior Data Specialist (Lead)
Bengaluru
Summary
Senior Data Specialist with 12+ years of experience in data analysis, fraud detection, and risk management. Proven ability to develop fraud prevention frameworks, optimize payment gateway operations, and enhance customer experience through data-driven decision-making. Skilled in SQL, database management, Power BI, and process automation to drive operational efficiency and cost savings. Strong background in team leadership, cross-functional collaboration, and implementing scalable solutions to reduce financial risks and improve business performance.
Overview
12
12
years of professional experience
5
5
Certifications
3
3
years of post-secondary education
Work History
Senior Data Specialist (Lead)
Swiggy India Pvt. Ltd.
04.2023 - Current
- Developed an internal fraud detection framework to identify employees abusing the system to trigger unauthorised refunds, preventing direct financial losses to the organisation.
- Implemented a proactive escalation management framework and real-time monitoring system, reducing EPMO on social media by 0.7%, and improving first-response time.
- Worked on real-time sentiment tracking and RCA-driven SOP enhancements, leading to a significant boost in CSAT and a reduction in escalations.
- Built an interactive dashboard to analyse customer trends and agent performance, enabling data-driven decisions for CX improvements.
- Automated data processing and reporting workflows, reducing manual effort and ensuring real-time access to critical insights.
- Optimised and managed large-scale databases, enabling efficient data retrieval and actionable insights for key stakeholders.
- Analysed business's current work practices to recommend action for improvement.
- Evaluated new data analysis tools and technologies to keep the company at the forefront of industry trends.
- Applied appropriate project management techniques to execute ICT projects successfully.
Refunds & Payment Risk Analyst (IGCC)
Swiggy India Pvt. Ltd.
04.2017 - 03.2023
- Oversaw daily bank transactions to ensure compliance with regulatory standards.
- Navigated intense workflows by processing refunds efficiently in peak times.
- Mentored team members on bank chargeback and refund practices, nurturing a culture of growth.
- Developed a framework to identify and investigate potential internal system refund misuse.
- Monitored and aligned internal/external employee conduct per ethical guidelines.
- Prepared comprehensive reports on risk assessments, including recommendations for risk aversion strategies.
- Recommended strategies for improvement based on evaluation outcomes.
- Developed and implemented a structured partner recovery process, optimizing monthly CPO budgeting and achieving a monthly cost savings of 1.1p approx ₹44 lakhs.
- Led a cross-functional project with data scientists and payment engineering teams to develop a real-time alert system for detecting and mitigating system abuse patterns.
- Conducted an in-depth analysis of customer and delivery partner collusion risks, identifying patterns that contributed to daily financial losses for the organization.
Customer Care Executive
Swiggy India Pvt. Ltd.
08.2016 - 03.2017
- Collaborated with the marketing team to communicate promotions and special offers to customers.
- Ensured positive customer experience was maintained by monitoring through introduction and customer care calls.
- Coordinated with internal departments to resolve customer issues, facilitating seamless communication.
- Addressed complex customer complaints transferred by the team, skilfully solving in an efficient and effective manner to maintain customer satisfaction.
Escalation Specialist
Myntra
04.2014 - 05.2016
- Managed and resolved customer complaints efficiently, aiming for quick resolution and customer satisfaction.
- Prioritised urgent and high-risk complaints, ensuring they were escalated appropriately and resolved in a timely manner.
- Utilised CRM systems to track and manage escalation cases efficiently.
- Monitored escalated issues, ensuring timely updates were provided to customers.
- Trained new staff on complaint handling procedures, promoting a consistent and professional approach across the team.
- Investigated and addressed customer concerns through multiple platforms.
Customer Service Representative
FLIPKART INDIA PRIVATE LIMITED
08.2013 - 04.2014
- Assisted customers with product-related questions, feedback and complaints.
- Resolved customer service inquiries and issues promptly to maintain high satisfaction levels.
- Maximised customer satisfaction by resolving service issues promptly.
Technical Support Representative
Mphasis Information Technology Company
12.2012 - 07.2013
- Provided technical assistance to customers via phone, email, and chat, resolving issues efficiently.
- Provided clear and concise step-by-step technical support to guide clients.
- Managed customer expectations by communicating clear timelines for issue resolution.
Education
Bachelor of Commerce - Computer Applications
Shri Shankaracharya Mahavidyalaya, Bhilai
Bhilai, India 06.2010 - 06.2013
Skills
Excel and Google Sheets – proficient in pivot tables, advanced formula, and data automation for reporting and analytics
Certification
Using Basic Formulas and Functions in Microsoft Excel
Timeline
Business Analytics with Excel
01-2024
Senior Data Specialist (Lead)
Swiggy India Pvt. Ltd.
04.2023 - Current
Excel for Intermediate Level
04-2023
Create Charts and Dashboards Using Microsoft Excel
02-2023
Using Basic Formulas and Functions in Microsoft Excel
01-2023
Six Sigma: White Belt
12-2019
Refunds & Payment Risk Analyst (IGCC)
Swiggy India Pvt. Ltd.
04.2017 - 03.2023
Customer Care Executive
Swiggy India Pvt. Ltd.
08.2016 - 03.2017
Escalation Specialist
Myntra
04.2014 - 05.2016
Customer Service Representative
FLIPKART INDIA PRIVATE LIMITED
08.2013 - 04.2014
Technical Support Representative
Mphasis Information Technology Company
12.2012 - 07.2013
Bachelor of Commerce - Computer Applications
Shri Shankaracharya Mahavidyalaya, Bhilai
06.2010 - 06.2013
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