Pragya Vishwakarma
Fraud Investigator
Gurgaon
Summary
Professional fraud detection expert with robust background in identifying and mitigating fraudulent activities. Proven ability to conduct in-depth investigations and collaborate with cross-functional teams to achieve high standards of accuracy and reliability. Known for adaptability and ensuring compliance with evolving regulations while maintaining focus on successful outcomes.
Overview
4
4
years of professional experience
2
2
Certifications
Work History
Senior Customer Service Representative
ZOMATO
11.2025 - Current
- Utilized CRM tools effectively for efficient tracking and reporting of customer interactions and outcomes.
- Demonstrated excellent multitasking abilities by managing multiple concurrent tasks while ensuring timely completion.
- Established strong rapport with customers, fostering long-term relationships and repeat business.
- Developed solutions-oriented approaches when faced with challenging situations or dissatisfied customers.
- Watched flagged customer accounts to monitor ongoing issues and deploy newfound solutions for outstanding concerns.
- Analyzed customer data to identify trends and opportunities for improving customer satisfaction levels.
Fraud Investigator
CONCENTRIX DAKSH SERVICES INDIA PRIVATE LIMITED
07.2024 - 11.2025
- Conduct transaction-level investigations to identify fraud, abuse, and policy violations.
- Analyze account behavior, transaction flows, and risk indicators to determine legitimacy.
- Apply internal policies and risk guidelines to recommend enforcement actions.
- Document investigation findings clearly for compliance, audit, and reporting purposes.
- Collaborate with internal risk, quality, and escalation teams to improve detection accuracy.
- Analyzed online purchases of Apple Pay / Apple Cash transactions to identify suspicious activity, prevent fraud, and ensure compliance with Apple policies.
- Summarized all key information regarding investigation into detailed report for delivery to client.
- Streamlined investigation processes by developing efficient case management techniques, reducing time spent on each case without sacrificing accuracy or effectiveness.
Senior Technical Support Associate
GUPSHUP TECHNOLOGY INDIA PRIVATE LIMITED
01.2024 - 05.2024
- Handled escalated technical and account-level issues for enterprise clients.
- Performed system diagnostics, account validations, and issue root-cause analysis.
- Ensured compliance with internal policies and data protection requirements.
- Coordinated with product and engineering teams to resolve complex cases.
- Maintained detailed case records and contributed to process improvements.
- Developed innovative solutions to complex problems, resulting in improved organizational performance.
Transaction Risk Investigator
AMAZON
12.2022 - 12.2023
- Monitored and analyzed employee/seller accounts to detect discrepancies, compliance issues, and policy violations.
- Reviewed documents and records to verify authenticity, accuracy, and adherence to organizational standards.
- Identified potential risks (fraudulent entries, non-compliance, policy breaches) and took corrective measures to safeguard operations.
- Collaborated with internal teams to manage flagged cases and ensure compliance with HR and company guidelines.
- Ensured processes and records complied with organizational policies and regulatory requirements.
- Maintained accuracy while achieving productivity targets in a fast-paced, global operations environment.
- In House
- Achievements/Tasks
Customer Service Representative
TASKUS INDIA PRIVATE LIMITED
11.2022 - 12.2022
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
Customer Service Representative
STARTEK SERVICES PRIVATE LIMITED
10.2021 - 10.2022
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
Education
Masters of Business Administration - Human Resource Management
University of Lucknow IMS
01.2024
Bachelor of Business Administration - Human Resource and Finance
University of Lucknow IMS
01.2022
Intermediate - PCM
U P Board
01.2019
High School - Science
U P Board
01.2017
Skills
Anti-money laundering
Fraud prevention
Credit card fraud
Financial fraud
AML compliance
Transaction review
Case management
Procedure review
Certification
Data Analysis Using Microsoft Excel Certificate: Excel data analysis expert, using natural language queries for clarity and providing High-level visual summaries for enhanced insights.
Timeline
Senior Customer Service Representative
ZOMATO
11.2025 - Current
Fraud Investigator
CONCENTRIX DAKSH SERVICES INDIA PRIVATE LIMITED
07.2024 - 11.2025
Senior Technical Support Associate
GUPSHUP TECHNOLOGY INDIA PRIVATE LIMITED
01.2024 - 05.2024
Transaction Risk Investigator
AMAZON
12.2022 - 12.2023
Customer Service Representative
TASKUS INDIA PRIVATE LIMITED
11.2022 - 12.2022
Customer Service Representative
STARTEK SERVICES PRIVATE LIMITED
10.2021 - 10.2022
Bachelor of Business Administration - Human Resource and Finance
University of Lucknow IMS
Intermediate - PCM
U P Board
High School - Science
U P Board
Masters of Business Administration - Human Resource Management
University of Lucknow IMS