Summary
Overview
Work History
Education
Skills
Languages
Accomplishments
Timeline
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Prakhar Sharma

Prakhar Sharma

New Delhi,

Summary

I am a dedicated Customer Support and Fraud Prevention Associate with 3 years of experience in the e-commerce sector, specializing in handling chargeback-related inquiries and resolving a wide range of customer concerns. My expertise lies in delivering empathetic, solution-oriented support while identifying and mitigating potential fraud risks. I have a strong track record of balancing customer satisfaction with compliance and risk management, ensuring secure and seamless shopping experiences for both customers and the business.

Overview

3
3
years of professional experience

Work History

Concession Abuse Prevention Team(Fraud Prevention)

Amazon
09.2022 - 05.2025
  • Company Overview: Concession Abuse Prevention Team
  • Handling Fraud / Abusive Customer's to stop them from getting concession/refunds in USD/Pounds/Euro in North America/Canada/United Kingdom Region.
  • Working with specialized Machine Learning Algorithms/Tools to determine the Fraud patterns & To Investigate Customer Accounts before processing any concession in terms of Chargebacks, Refunds.
  • Directly engaging with Suspicious Fraud Customer's & their concession request & preventing any Fraudulent activities on shell accounts.
  • Working with Internal Specialty teams to determine the customer buying behavior & previous records of customer's concession history.
  • Working with local police agencies at North America/Canada to validate the submitted Police Report by the customer's.
  • Informing & Alerting the leadership team for the current abuse trend in the current month.
  • Handling customer's over Phone,Chat & Email with an AHT of 6-8 Minutes.
  • Root Cause Analyses to identify Policy failures, implement corrective actions, and prevent recurrence of critical incidents in terms of delivery, chargebacks, other services etc.
  • Worked as Subject Matter Expert handled 4 batches of teams under my guidance.


Customer Support Associate

Teleperformance
05.2022 - 09.2022
  • Company Overview: Customer Support Associate (Voice + Non Voice)
  • Handled Domestic Customers Calls & Chats All over India.
  • Handled customer query related to delivery, refunds, etc.
  • Assisting for FLIPKART process in ENGLISH & HINDI.
  • Maintained a AHT of 5 Minutes.
  • Customer Support Associate (Voice + Non Voice)
  • Maintained CSAT Score of 95%

Education

Bachelor of Arts -

Delhi University
07-2022

Higher Senior Secondary Schooling - Class 12th

Mira Model School
06.2019

Skills

  • Observation
  • Decision making
  • Communication
  • Multi-tasking
  • Empathy & Sympathy
  • Customer Centric Behavior
  • Fraud pattern determination
  • Abuse prevention
  • Team Player

Languages

English
Hindi

Accomplishments

  • Top Performer Award, Awarded with the top performer award for Month of March in 2024 at AMAZON, 03/24
  • NCC B Certificate Holder, Attended the National Cadet Corp NCC B, 2021 - 2022

Timeline

Concession Abuse Prevention Team(Fraud Prevention)

Amazon
09.2022 - 05.2025

Customer Support Associate

Teleperformance
05.2022 - 09.2022

Higher Senior Secondary Schooling - Class 12th

Mira Model School

Bachelor of Arts -

Delhi University

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Prakhar Sharma