S VISHAL CHANDER
AI Operations Analyst & Customer Support Expert
Hyderabad
Summary
Dynamic and versatile professional with experience across AI training, fraud investigation, customer support, travel operations, and airline ground services. Demonstrated expertise in evaluating AI behavior, improving automation accuracy, resolving customer issues, preventing online fraud, and delivering high-quality service in fast-paced environments. Skilled in backend analysis, quality assurance, SOP-driven operations, KPI tracking, and workflow optimization. Adept at balancing analytical precision with customer-centric decision-making. Proven ability to adapt across diverse industries, maintain compliance, meet performance metrics, and contribute to process improvements while ensuring exceptional service and operational integrity.
Overview
14
14
years of professional experience
3
3
Languages
Work History
CAP Associate
Amazon
07.2023 - 09.2023
- Investigated and identified fraudulent customer behavior, including repeated false product-return claims, and misuse of refund or coupon policies.
- Detected and assessed cases where customers falsely reported undelivered items to obtain full refunds or additional benefits.
- Protected genuine buyers and sellers by analyzing activity patterns, preventing abuse, and mitigating the impact of bad actors.
- Maintained a secure and fair marketplace environment by applying Amazon’s policies, judgment, and risk-prevention procedures.
- Conducted manual reviews of suspicious orders, returns, and A-to-Z Guarantee claims to validate authenticity and prevent fraudulent transactions.
- Ensured high accuracy in fraud detection while maintaining AHT/ACHT of 9 minutes, adhering to SOPs, and contributing to strong CSAT performance.
Senior E-Support Officer
24-7 Intouch
10.2022 - 01.2023
- Delivered real-time support to resolve customer queries regarding Google’s Thermostat devices, ensuring quick and accurate issue resolution.
- Clarified pre-purchase doubts by providing detailed product information, feature explanations, and compatibility guidance.
- Processed new Google Thermostat connection requests, and supported customers throughout the onboarding process.
- Registered service requests for device repairs, replacements, and troubleshooting, ensuring proper documentation and escalation.
- Guided customers through step-by-step self-installation procedures, ensuring correct setup, and smooth device activation.
- Maintained an average handling time (AHT) of 8 minutes, adhered strictly to SOPs, and consistently focused on achieving high customer satisfaction (CSAT) scores.
Analyst
Teleperformance
04.2021 - 05.2022
- Worked on the Interaction – Human-Agent Learning (I-HAL) backend process, supporting Google’s pre-launch AI development initiatives.
- Contributed to improving Google AI chatbot accuracy and automation performance through structured backend analysis and evaluation tasks.
- Operated within an interactive first-person shooter-style UI, designed for real-time AI instruction testing.
- Reviewed pre-loaded prompts and provided clear, grammatically accurate instructions to the AI to improve language comprehension and instruction adherence.
- Evaluated and rated AI performance based on instruction adherence, task completion, expected outcomes, and compliance with the provided instructions.
- Conducted screen recordings and detailed documentation for cases where the AI failed to follow instructions, and escalated issues to senior leadership for further analysis.
- Performed quality assurance inspections and audits, ensuring process consistency and compliance with internal guidelines.
- Maintained detailed logs and reports for all anomalies, misclassifications, and instruction errors.
- Conducted quality assurance audits to ensure compliance with workflow standards and internal guidelines.
- Developed, monitored, and analyzed Key Performance Indicators (KPIs) to measure AI learning efficiency and improvement trends.
- Identified and implemented process improvement opportunities, enhancing annotation speed and workflow efficiency.
- Collaborated with internal teams to refine training data quality and support continuous improvement in AI evaluation processes.
Travel Consultant and Tour Coordinator
Weekend Thrill
12.2019 - 12.2020
- Promoted and sold domestic and international travel packages by understanding customers' needs and offering suitable options.
- Successfully closed sales by providing clear package details, pricing explanations, and value-added benefits to customers.
- Conducted regular follow-up calls to nurture leads, addressed queries, and converted prospects into confirmed bookings.
- Invited local customers to the office for in-person consultation, enhancing trust, and improving conversation rates.
- Prepared customized travel itineraries tailored to customer preferences, budget, and destination interests.
- Managed and fulfilled special requests, including hotel upgrades, activity arrangements, and personalized travel experiences.
- Coordinated with cab drivers, transport vendors, and local partners to ensure smooth travel and enjoyable trip experiences for the customers.
- Monitored trip progress and stayed in contact with travelers to provide support, resolve issues, and ensure high customer satisfaction.
Customer Care Executive
Conneqt Business Solutions
01.2019 - 03.2019
- Handled customer calls to address and resolve Airtel DTH service-related queries promptly and effectively.
- Ensured quick and accurate resolutions of customer issues to enhance overall satisfaction.
- Processed and registered requests for new Airtel DTH connections, and guided customers through the setup steps.
- Clarified pre-purchase doubts and provided product information to help customers make informed decisions.
- Maintained an average call handling time (ACHT) of 11 minutes while ensuring service quality.
- Followed standard operating procedures (SOPs) to deliver consistent and compliant customer support.
- Focused on improving Customer Satisfaction (CSAT) by delivering courteous, solution-oriented service.
- Documented customer interactions and solutions in the CRM system to ensure accurate records and smooth follow-up.
Senior Customer Service Executive
AirCosta
03.2014 - 04.2017
Guest Service Officer
Air India - SATS
09.2009 - 10.2013
- Assisted passengers at check-in counters, ensuring smooth processing of tickets, boarding passes, and travel documents.
- Provided exceptional customer service by handling passenger queries, special requests, and travel-related concerns with professionalism.
- Coordinated boarding gate activities, including announcements, seat allocation, and managing passenger flow for on-time departures.
- Supported the baggage handling process by guiding customers with check-in policies, resolving baggage issues, and ensuring accurate tagging.
- Ensured compliance with airline safety regulations, SOPs, and security protocols throughout passenger interaction.
- Resolved customer complaints and irregularity cases (delays, cancellations, missed flights) with empathy and efficiency.
- Assisted in managing flight operations on the ground, including coordination with the cabin crew, ramp team, and dispatch for a smooth turnaround.
- Maintained high service standards by monitoring passenger satisfaction, and delivering a positive airport experience.
Education
MBA - Human Resources Development
Tamil Nadu Open University
Hyderabad, India 04.2001 -
Bachelor of Arts - Sociology
Tamil Nadu Open University
Hyderabad, India 04.2001 -
Intermediate Certificate - Bi. P. C.
Kakatiya Jr. College
Hyderabad, India 04.2001 -
High School Diploma -
Little Flower High School
Hyderabad, India 04.2001 -
Skills
AI Training & Data Annotation
Fraud Detection & Risk Investigation
Customer Support & Query Resolution
Data Annotation & Analysis
Quality Assurance & SOP Compliance
Process Optimization & KPI Tracking
Communication & Problem-Solving
MS office
Timeline
CAP Associate
Amazon
07.2023 - 09.2023
Senior E-Support Officer
24-7 Intouch
10.2022 - 01.2023
Analyst
Teleperformance
04.2021 - 05.2022
Travel Consultant and Tour Coordinator
Weekend Thrill
12.2019 - 12.2020
Customer Care Executive
Conneqt Business Solutions
01.2019 - 03.2019
Senior Customer Service Executive
AirCosta
03.2014 - 04.2017
Guest Service Officer
Air India - SATS
09.2009 - 10.2013
MBA - Human Resources Development
Tamil Nadu Open University
04.2001 -
Bachelor of Arts - Sociology
Tamil Nadu Open University
04.2001 -
Intermediate Certificate - Bi. P. C.
Kakatiya Jr. College
04.2001 -
High School Diploma -
Little Flower High School
04.2001 -