Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
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PAVAN KUMAR G

Risk And Protection Specialist
Bengaluru,KA

Summary

To seek and maintain a full-time position that offers professional challenges by utilizing analyzing skills, excellent time management and problem-solving skills.

Overview

6
6
years of professional experience
5
5
years of post-secondary education
5
5
Languages

Work History

Risk and Protection Analyst

PayPal India Private Limited
Bengaluru, Karnataka
12.2018 - Current
  • Experience in working on dispute resolution for stakeholders of PayPal.
  • Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity
  • Establishing best practices and negotiating possible solutions with respect to disputed transactions.
  • Conducting detailed review of inbound and outbound general ledgers posted.
  • Responsible for handling fund movement between Sender and Recipient accounts in event of Money movement errors that arise due to claim or dispute.
  • Performing account and transaction screening checks for handling Unauthorized access of stakeholder accounts.
  • Scrutiny of Payments under OFAC,EMEA, APAC guidelines in event of billing error disputes.
  • Provide Training, Mentoring and monitoring quality levels during pre-production and initial days of production of newly hired team members.
  • Responsible for fraud prevention by thoroughly screening suspected accounts via internal monitoring tools.
  • Developed team communications and information for meetings, Responsible for team knowledge sharing activities through TLS sessions on new learnings and best practices.
  • Responsible for SCM testing and feedback of latest versions of internal resolution tools.
  • Developed and implemented performance improvement strategies and plans to promote continuous improvement as was acting SME for production quality within team of 16 members as maintained aggregate quality score of 98% over last 3years.
  • Responsible for preparing and presenting production reports of team on weekly basis.
  • Developed and implemented team-building activities to enhance working relationships.
  • Worked closely with Project Managers to maintain optimum levels of communication to effectively and efficiently complete projects

Seller Support Associate

Amazon.com
Bengaluru, Karnataka
08.2016 - 05.2018
  • Provided sellers with accurate information concerning platform policies for sales, database issues and listing inaccuracies.
  • Managed competing variables and objectives simultaneously, addressing concerns based on time sensitivity and importance.
  • Exercised professionalism across varying circumstances, treating each customer with respect despite potential agitation or frustration.
  • Liaised between corporate decision-makers and sellers on issues involving fees, prohibited items and gating.
  • Displayed flexibility to adapt to quarterly policy changes and database re-organization.
  • Maintained company-specific confidentiality and personal record retention protocol.
  • Interpreted data and performance metrics, escalating issues to management as necessary.
  • Answered questions regarding seller inventory, shipping, payments and buyer complaints.
  • Issued credits for contested returns, shipping fees and damaged merchandise.
  • Assisted sellers with platform requirements for renewals and upgrades.
  • Initiated follow-up phone calls to sellers concerning resolved issues to enhance platform experience.
  • Demonstrated computer skills for data entry and answered broad variety of inquiries.
  • Exercised conflict resolution techniques to support troubleshooting and customer satisfaction.
  • Provided seller support on refunds, posted feedback and policy changes.
  • Handled over 50 to 80 customer email queries and requests on daily basis.

Agency Manager

Bharti-Axa life Insurance Pvt. Ltd.,
Bengaluru, Karnataka
08.2013 - 10.2014
  • Determined client needs and financial situations by listening and scheduling fact-finding appointments.
  • Upsold additional products and services after identifying customer needs and requirements.
  • Explained advantages, features and disadvantages of various policies to promote sale of plans, boosting overall sales.
  • Maintained high standards of customer service by building relationships with clients.
  • Effectively supervised staff of 11 freelance insurance agent personnel by implementing company policies, protocols, work rules and disciplinary action.
  • Directed training and retraining of 11 freelance insurance agents to boost performance and enhance business results.
  • Set aggressive targets for freelance insurance agents to drive company success and strengthen motivation.

Education

MBA - Marketing And HR

Amity Global Business School
Bengaluru
06.2011 - 03.2013

Bachelor of Commerce - Accounting And Business Management

Vijaya College
Bengaluru
06.2007 - 03.2010

Skills

    Risk Identification and Mitigation

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Accomplishments

    Bhart-Axa Life Insurance Pvt. Ltd.,

    Received Bharti Axa Annual sales award and inducted into the sales leaderboard for exceeding sales target set for the year(FY 2013-14)


    Paypal India Pvt. Ltd.,

    Received Customer Champion Awards (FY 2019-20, FY 2020-21) for mainitaining excellent production quality.


    Paypal India Pvt. Ltd.,

    Received the quarterly awards during Q1 and Q3 of FY 2021-22 for overall performance.


    Paypal India Pvt. Ltd.,

    Received Extra Miler Award for assisting the management with smooth transition to WFH during the Pandemic with respect to planning logistics and communication liasion between workforce and management.

Timeline

Risk and Protection Analyst

PayPal India Private Limited
12.2018 - Current

Seller Support Associate

Amazon.com
08.2016 - 05.2018

Agency Manager

Bharti-Axa life Insurance Pvt. Ltd.,
08.2013 - 10.2014

MBA - Marketing And HR

Amity Global Business School
06.2011 - 03.2013

Bachelor of Commerce - Accounting And Business Management

Vijaya College
06.2007 - 03.2010

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