PRAKHAR SHARMA
New Delhi
Summary
Detail-oriented Operations Support Specialist with expertise in fraud investigation, concession management, and client servicing within FinTech and e-commerce. Skilled in managing SLA benchmarks, resolving root causes, and executing daily reporting using MS Excel. Utilises bilingual communication to enhance operational support and foster collaboration.
Overview
2
2
Languages
4
4
years of professional experience
Work History
Fincrime Analyst
Revolut
New Delhi
09.2025 - 08.2026
- Cross-Functional Collaboration: Collaborated with Compliance, Fraud Operations, Quality Assurance (QA), and Customer Support on complex account protection issues, ensuring regulatory adherence and aligning on SOP updates.
- Quality & SLA Adherence: Maintained a 98%+ quality audit score across case reviews and investigation documentation while consistently exceeding strict SLA benchmarks in a fast-paced, multi-market environment.
- Case Management & Intake Optimization: Reviewed and triaged high-priority fraud escalations, APP disputes, and account security requests; structured operational workflows from complex servicing alerts to enhance account integrity.
- Process Improvement & Automation Support: Collaborated with internal product and operational excellence teams to identify intake bottlenecks, contributing insights that refined automated triage rules and reduced manual case creation time.
- Data Reporting & Analysis: Leveraged Microsoft Excel (VLOOKUP, nested IF statements, Pivot Tables) to compile daily allocation and case volume reports, tracking operational efficiency, turnaround times, and resolution trends for team leads.
- Operational Flexibility: Successfully managed multiple conflicting priorities with minimal supervision, operating effectively across rotating shifts and global market hours.
Concession Abuse Prevention Associate
Amazon
New Delhi
09.2022 - 03.2025
- Risk & Compliance Verification: Partnered directly with external law enforcement agencies across NA and Canada to authenticate official police documentation, ensuring zero compromise on data accuracy, compliance, and regulatory standards.
- Data-Driven Analysis & Reporting: Utilized internal machine learning fraud-detection tools and Excel (VLOOKUP, IF functions, Pivot Tables) to track abuse metrics, generate trend summaries, and report operational risks to management to optimize mitigation workflows.
- Operational Case Intake & Triage: Reviewed and triaged high-volume, complex customer concession and refund requests across North America, Canada, and UK markets, converting unstructured requests into compliant case resolutions.
- Cross-Functional Collaboration: Consulted and coordinated regularly with internal specialty teams, investigation units, and leadership to analyze account behavior, streamline operational escalations, and resolve complex account discrepancies.
- Process Enhancement: Identified emerging abuse trends and operational bottlenecks, delivering insights to operations leadership that facilitated process automation and improved workload efficiency.
- Stakeholder & Customer Communication: Managed high-stakes written and verbal communications with customers on policy enforcement and refund decisions, ensuring professional service standards and adherence to SLAs.
Customer Support Associate
Teleperformance UK
New Delhi
05.2022 - 09.2022
- Handled high-volume inbound customer communications across India, resolving complex queries regarding order fulfillment, logistics discrepancies, transaction settlements, and refund reconciliations in both English and Hindi.
- Achieved operational efficiency by sustaining Average Handling Time (AHT) under 5 minutes and exceeding quality adherence and first-contact resolution (FCR) targets.
- Conducted case analysis and root-cause troubleshooting for transaction and delivery escalations, collaborating with internal supply chain and billing teams to ensure resolution within strict SLAs.
- Identified and addressed recurring workflow bottlenecks in collaboration with team leads and cross-functional teams, streamlining customer support processes through targeted feedback.
- Collaborated with team leads and cross-functional teams to identify recurring workflow bottlenecks, providing feedback to streamline customer support processes.
Education
Bachelor - Engineering AI & DS
Guru Tegh Bahadur Institute of Technology (GGSIPU)
New Delhi, India07-2025
Higher Senior Secondary Schooling - Class 12th
Mira Model School
New Delhi, DL01-2019
Senior Secondary Schooling - Class 10th
Mira Model School
New Delhi, DL01-2018
Skills
- Microsoft Excel
- Pivot Tables
- Formulas
- SQL
- Google Sheets
- Google Workspace
- Risk Assessment
- Quality compliance
- Operational efficiency
- Process support
- Cross-Functional Team Collaboration
- Customer interaction
- Time management
- Priority management
- Technical adaptability
Accomplishments
2021-2022, Attended the National Cadet Corp NCC B Certificate Holder
Languages
English
Hindi
Custom
SQL (Basic Queries, Filtering, Aggregations), Google Sheets, Microsoft Excel (Pivot Tables, Formulas), Pattern Recognition, Transaction Analysis, Data Interpretation, Trend & Anomaly Detection, Google Workspace (Sheets, Docs, Slides, Gmail, Drive)
Timeline
Fincrime Analyst
Revolut
09.2025 - 08.2026
Concession Abuse Prevention Associate
Amazon
09.2022 - 03.2025
Customer Support Associate
Teleperformance UK
05.2022 - 09.2022
Bachelor - Engineering AI & DS
Guru Tegh Bahadur Institute of Technology (GGSIPU)
Higher Senior Secondary Schooling - Class 12th
Mira Model School
Senior Secondary Schooling - Class 10th
Mira Model School