SHUBHAM

Delhi

Summary

Finance professional with 7+ years of experience in payments and risk operations at PayPal and Amazon. Experienced in KYC verification, due diligence, and dispute investigation while working with large volumes of data. Skilled in Microsoft Excel, SQL, Power BI, and Tableau for data analysis, reporting, and dashboard creation. Strong analytical mindset with a focus on identifying patterns and supporting better business decisions.

Overview

years of professional experience

4041

years of post-secondary education

Work History

Sr. Associate / Global Customer Complaints & Advocacy (GCCA)

PayPal

Bengaluru

04.2022 - Current

Perform Know Your Customer (KYC) and Anti-Money Laundering (AML) due diligence on new and existing customers, reviewing 30-40 US and Canada profiles per day to ensure accounts are set up in line with internal guidelines and regulatory expectations
Support onboarding and maintenance activities on a multicurrency platform, validating documentation, assessing risk, and helping ensure compliant activation and ongoing use
Provide best-in-class experience by resolving 25-35 financial and maintenance queries per day for US and Canada customers via email and phone, consistently meeting or exceeding quality targets (95% or higher QA scores)
Liaise with cross-functional teams including Risk, Compliance, Fraud, Legal, Operations, Client Managers, and Acquisition teams on complex and escalated cases to ensure smooth end-to-end resolution
Handle high-impact complaints as part of GCCA, balancing risk mitigation with fair outcomes and clear communication to customers and stakeholders
Consistently meet performance metrics such as productivity, occupancy, and units per hour (UPH) while managing multiple tasks and strict SLAs

Associate - Customer Service

Amazon

Noida

10.2018 - 03.2022

Supported Amazon US and Canada customers via phone, chat, and email, handling 60-80 contacts per day on orders, payments, shipping, and returns
Maintained strong customer satisfaction (CSAT) and quality performance, regularly achieving 90-95% CSAT and meeting key performance indicators
Coordinated with internal teams including logistics, payments, and operations to resolve complex customer issues and reduce repeat contacts
Demonstrated ability to work effectively in strenuous and challenging conditions while maintaining high quality standards

Education

Master of Business Administration -

Amity University

Noida, Uttar Pradesh

Bachelor of Commerce -

University of Delhi