Prateek Jaiswal
Delhi
Summary
Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. A well-spoken Fraud Analyst promoting exemplary talents in reviewing accounts and identifying issues.
Overview
9
9
years of professional experience
Work History
Team Lead
iEnergizer IT Services Pvt. Ltd.
09.2021 - Current
- Manage a team of 12-15 call center reps, ensuring we are delivering exceptional customer service
- People Management and growing the team for the next level
- Evaluated metrics to ensure team is hitting KPIs
- Provided training and mentorship to team members to guide their career journey.
Fraud Quality Analyst
iEnergizer IT Services Pvt. Ltd.
01.2020 - 09.2021
- Conduct monthly calibration sessions to develop scoring consistency and best practices
- Produce reporting based on audits and offer suggestions, job-aids, etc.
- Writes fundamental documentation in a clear, concise manner and according to standards
- Utilize feedback from customers to facilitate improved quality of services being provided
- Monitor and evaluate randomly selected emails to assess associates' service level standards and complete online evaluations of client calls
- Complete analysis of results to identify root causes or trends that will lead to efficiency and quality gains in the contact center
- Conduct customer interaction and ticket reviews, and complete evaluations.
Online Gaming Exe Customer Service Fraud Analyst
iEnergizer IT Services Pvt. Ltd.
08.2016 - 01.2020
- Answer emails regarding any issues that a player is having
- Catch the frauds which were disputed based on real money transactions to buy in-game currency
- Worked on various tools like Google Play Console, PayPal, Vantiv, Xsolla and Stripe to clear used credit/debit cards for players to make successful deposits
- Utilized product knowledge and customer protocols to resolve issues efficiently Cross-trained new hires
- Achieved a 97% customer satisfaction rating for continuously providing excellent customer service.
Assistance Executive Customer Service Agent
iEnergizer IT Services Pvt. Ltd.
06.2015 - 07.2016
- Handling of calls with client on unusual basis
- Answered 60+ calls per shift, exceeding call target volume by 20%
- Dealing with the bussiness products troubleshooting like AIO, printers, fax machines, projectors, camera, etc
- Resolved customer disputes in a timely fashion by leveraging product knowledge
- Cultivated customer relationships and increased sales by offering information about new products
- Responsible to give the solution to the client if we received any e-mail from client at any point of time
- Real time technical assistance to Business products
- Follow up of the Errors/Escalations from client as per SLA and given feedback to them about the resolution
- Carrying out meetings with clients to provide process updates.
Customer Care Executive
Android Info Solution Pvt. Ltd.
01.2015 - 05.2015
- Answering approximately 60 inbound and 40 outbound calls per day in a friendly and courteous manner
- Discussing billing issues with the customer and offering possible solutions
- Providing information on additional products and services
- Following the conversational script provided by Aforeserve and keeping the SLA maintained
- Escalating customer calls to my supervisor, if needed.
Education
Diploma In Elementary Education - Elementary School Teaching
Shivam Agarwal Memorial Degree College
Sitapur2021
B.Tech. (E.C.E) - Electrical, Electronics And Communications Engineering
Invertis Institute of Engineering and Technology (UPTU)
Bareilly01.2014
SSC - PCM
Sacred Heart Inter College (U.P. Board)
Sitapur, U.P.01.2010
HSC - PCM
Sacred Heart Inter College (U.P. Board)
Sitapur, U.P.01.2008
Skills
- Knowledge of Various Networking Techniques - OSI Model, TCP/IP, Ethernet, Routing, IP Addressing
- Customer realationship management software (CRM)
- Known to 6-sigma standards
- High Customer service standards
- Strong problem solving ability
- Active listening skills
- Proficient in Microsoft Office
- Strong organizational skills
- Service-oriented
- Courteous and helpful
- Overview knowledge of programming languages (HTML, C)
- Financial crimes
- Anti-Fraud Systems
- Transaction monitoring
- Procedure review
- Report Writing
- Trend Analysis
- Financial Data Analysis
- Fraud Detection and prevention
- Dispute Resolution
- Trained in Software like Google Play Console, PlayVox, CRM, Stripe Card, Xsolla, Vantiv, PayPal, etc
- Investigation documentation
- Team building
- Decision-Making
- Problem Resolution
- Friendly, Positive Attitude
- Time Management
- Lead Identification
Professional Snapshot
Comprehensive understanding and knowledge of Driving the efficiency and effectiveness of the incident management process.
Good knowledge and experience in incident management in the telecom domain.
Seeking a position utilizing my knowledge and experience in order to ensure company growth while offering opportunities for personal contribution and professional development.
Personal Information
- Father's Name: Mr. Mahesh Kumar Jaiswal
- Date of Birth: 11/23/91
- Nationality: Indian
- Marital Status: Unmarried
Hobbies and Interests
- Socializing
- Listening Music
- Playing Games
Disclaimer
I certify that, to the best of my knowledge and belief, all the information on and attached to this résumé is true, correct and made in good faith.
Languages
English
Hindi
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Your most unhappy customers are your greatest source of learning.
Bill Gates
Timeline
Team Lead
iEnergizer IT Services Pvt. Ltd.
09.2021 - Current
Fraud Quality Analyst
iEnergizer IT Services Pvt. Ltd.
01.2020 - 09.2021
Online Gaming Exe Customer Service Fraud Analyst
iEnergizer IT Services Pvt. Ltd.
08.2016 - 01.2020
Assistance Executive Customer Service Agent
iEnergizer IT Services Pvt. Ltd.
06.2015 - 07.2016
Customer Care Executive
Android Info Solution Pvt. Ltd.
01.2015 - 05.2015
Diploma In Elementary Education - Elementary School Teaching
Shivam Agarwal Memorial Degree College
B.Tech. (E.C.E) - Electrical, Electronics And Communications Engineering
Invertis Institute of Engineering and Technology (UPTU)
SSC - PCM
Sacred Heart Inter College (U.P. Board)
HSC - PCM
Sacred Heart Inter College (U.P. Board)
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