Summary
Overview
Work History
Education
Skills
Accomplishments
Languages
Passions
Timeline
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ROHAN PORWAL

ROHAN PORWAL

New Delhi

Summary

Customer-focused and results-driven professional with over seven years of experience in customer service. Skilled in resolving complex inquiries with efficiency and professionalism, while maintaining a positive customer experience. Adept at using surveillance systems to monitor premises, identify potential risks, and uphold safety protocols. Proven ability to conduct detailed investigations and collaborate effectively with cross-functional teams to support and enhance player relations. Brings strong critical thinking, attention to detail, and a commitment to operational excellence.

Overview

8
8
years of professional experience

Work History

Surveillance Team / Fraud Analyst

Baazi Games
Chattarpur
12.2021 - Current
  • Company Overview: Established in 2014, Baazi Games set out to give India a flavor of online gaming by introducing a plethora of indigenous apps. Combined with the reward of real money, skill-based games were a winning formula for all game lovers.
  • Identifying and addressing customer concerns or problems efficiently and effectively, often requiring critical thinking, resourcefulness, and the ability to find satisfactory solutions.
  • Conducting thorough investigations into flagged transactions or accounts to gather evidence, assess risk, and determine the validity of suspected fraud cases.
  • Conducting video verifications to identify players' actual identities, and completing KYC tasks.
  • Collaborated with team to develop effective game strategies and tactics.

Representative, Operations

Globiva
Gurugram
12.2018 - 12.2021
  • Company Overview: Globiva is the leading business process management company. Our services are customized to meet every growing and constantly growing demand of customers through innovative solutions.
  • Resolved customer inquiries through effective communication and problem-solving skills.
  • Assist customers with account-related inquiries, including account setup, verification, and maintenance, as well as addressing concerns related to rides, and payments.
  • Trained new representatives on company policies.
  • Provided customer service by answering product and service related questions.

Customer Service Representative, Operations

Arvato
Gurugram
04.2018 - 09.2018
  • Company Overview: Arvato is an American business services company specializing in customer engagement and business performance.
  • Providing assistance and resolving customer inquiries, issues, or complaints through various communication channels, such as phone, email, and live chat.
  • Identifying and addressing customer concerns or problems efficiently and effectively, often requiring critical thinking, resourcefulness, and the ability to find satisfactory solutions.

Customer Service Executive, Operations

Concentrix
Gurugram
09.2017 - 04.2018
  • Company Overview: Concentrix is an American business services company specializing in customer engagement and business performance. Concentrix was a subsidiary of SYNNEX Corporation (NYSE: SNX) since 2006 and went public as an independent company on December 1, 2020.
  • Providing assistance and resolving customer inquiries, issues, or complaints through various communication channels, such as phone, email, and live chat.
  • Identifying and addressing customer concerns or problems efficiently and effectively, often requiring critical thinking, resourcefulness, and the ability to find satisfactory solutions.

Education

Bachelor of Arts - Pursuing (Final Year)

DU SOL (School Of Open Learning)
Delhi

Skills

  • EXCEL
  • Customer service
  • KYC compliance
  • Team Oriented

Accomplishments

  • Promoted from Associate to Surveillance Team Associate in recognition of exceptional performance, reliability, and demonstrated leadership capabilities.
  • Developed and maintained comprehensive knowledge bases and support resources, enhancing team efficiency and empowering colleagues with accessible tools and information.

Languages

  • English, Proficient
  • Hindi, Native

Passions

  • Sports
  • Music

Timeline

Surveillance Team / Fraud Analyst

Baazi Games
12.2021 - Current

Representative, Operations

Globiva
12.2018 - 12.2021

Customer Service Representative, Operations

Arvato
04.2018 - 09.2018

Customer Service Executive, Operations

Concentrix
09.2017 - 04.2018

Bachelor of Arts - Pursuing (Final Year)

DU SOL (School Of Open Learning)

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