TRISHA GHOSH
Bengaluru
Summary
Customer Support Specialist with a strong background in troubleshooting and risk management. Specializes in handling escalations and monitoring compliance with SLAs. Focused on secure account recovery and improving customer experiences through collaborative problem-solving and support for team performance.
Overview
6
6
years of professional experience
2
2
Certifications
Work History
Customer Support Specialist, Escalation desk
Myntra
Bangalore
04.2022 - Current
- Resolved order placement issues, payment failures, and tracking updates while managing approvals and declines of refund claims for damaged, missing, and incorrect products.
- Monitored suspicious activities and addressed high-risk escalations from SLT and CEO, identifying pattern trends that contributed to a reduction in repeat fraud cases.
- Investigated unauthorized transactions and suspicious login activities to enhance account security and prevent future fraudulent activity.
- Internal job posting to account hacked and recover team and handled customer complaints related to hacked accounts, fraudulent transactions and account recovery.
- Assisted customer in secure account recovery through identity verification using KYC and backend validation tools and coordinated with fraud investigation team to block suspicious transactions..
- Guided customers through password reset, 2FA activation, and account security setup.
- Assisted customer with product details, specifications, pricing, refunds via email and voice support
Senior Customer Support Representative
Concentrix
Bangalore
11.2019 - 01.2022
- Handled domestic and international calls, managing bookings, rescheduling, and cancellations of flight tickets, ensuring customer satisfaction in AirAsia process.
- Promoted from level 12 CSR to level 11 CSR for demonstrating exceptional customer service skills and commitment to customer satisfaction.
- Resolved customer inquiries using CRM software and support tools.
Education
Bachelor of Commerce -
MS Ramaiah College of Arts, Science & Commerce
Banglore06-2019
Skills
- Customer service excellence
- Escalation handling, Risk and Compliance Awareness
- Fraud Transaction investigation
- Account recovery
- Backend verification and KYC checks
- Data scrubbing and Data validation
- SLA Management
- MS excel
Affiliations
Account hacked data scrubbing: Managed end-to-end customer life cycle for hacked account cases, and performed complete RCA and data scrubbing for the product team. This resulted in suspending the email ID login in order to avoid account takeover.
Languages
English
Advanced (C1)
C1
Hindi
Advanced (C1)
C1
Accomplishments
Quarterly Award, 2024: 100% in schedule adherence, maintaining a quality score of 98.06%, and achieving the highest productivity among the team.
Certification
Six Sigma Yellow Belt.
Timeline
Customer Support Specialist, Escalation desk
Myntra
04.2022 - Current
Senior Customer Support Representative
Concentrix
11.2019 - 01.2022
Bachelor of Commerce -
MS Ramaiah College of Arts, Science & Commerce