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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