Shashank Chaudhary
Bengaluru
Summary
Customer Service professional with 3+ years of experience handling high-volume customer interactions across e-commerce (Walmart) and hospitality (Airbnb) domains. Skilled in resolving customer queries, managing escalations, and ensuring compliance with operational and regulatory standards. Strong background in handling sensitive cases related to fraud, KYC/AML checks, and policy adherence while maintaining high customer satisfaction.
Overview
3
3
years of professional experience
2
2
years of post-secondary education
1
1
Certification
Work History
Senior Customer Service Representative
Concentrix
Bengaluru
11.2022 - Current
- Handle high-volume inbound and outbound customer interactions (calls, chats, and cases) for Walmart and Airbnb accounts
- Resolve customer queries related to orders, refunds, deliveries, account issues, and service concerns within defined SLAs
- Manage 800+ cases/month, ensuring timely resolution and high-quality customer experience
- Handle escalations and sensitive customer situations, providing effective and empathetic resolutions
- Assist customers with policy-related queries, including refunds, claims, and account verification processes
- Support fraud-related and high-risk cases, identifying suspicious patterns and escalating as per compliance guidelines
- Perform KYC/AML-related checks and ensure adherence to internal policies and regulatory requirements
- Maintain accurate documentation of customer interactions and case resolutions in CRM systems
- Collaborate with internal teams to resolve complex issues and improve customer experience
- Ensure compliance with quality standards, SOPs, and operational guidelines
- Identified fraud patterns in gift card usage and customer claims, supporting risk mitigation efforts
- Assisted in detecting fake survey/CSAT manipulation, ensuring process integrity
- Participated in audit and quality initiatives to improve service delivery and compliance adherence
- Supported process improvements that contributed to reduction in defects and improved operational efficiency
Education
Bachelor of Arts -
Amity University
India 07.2024 - 04.2026
Skills
- Customer Service & Support
- Case Management & Resolution
- Escalation Handling
- Client Communication & Relationship Management
- KYC / AML & Compliance Support
- Fraud Awareness & Risk Identification
- Process Adherence & Quality Standards
- Problem Solving & Conflict Resolution
Certification
- ISO 27001 (Information Security Management Systems)
- PCI DSS (Payment Card Industry Data Security Standard)
- Risk Management Frameworks & Control Design (Coursera/Udemy/CNX University)
Timeline
Bachelor of Arts -
Amity University
07.2024 - 04.2026
Senior Customer Service Representative
Concentrix
11.2022 - Current