pokhiayushi

Advanced Support Specialist(Tier 2) – Wealth, Trading, Crypto & Forex Investigated customer issues related to crypto, forex, trading transactions, and corporate actions Conducted detailed issue analysis and collaborated with internal teams for resolution Managed Tier 2 and manager escalations involving complex customer and operational issues Supported customers with technical investigations and high-priority account concerns Delivered shadowing and process guidance sessions for new joiners Support Specialist – Fraud Investigations & Chargebacks Operations Investigated disputed card payment transactions and fraud-related cases Identified suspicious activity and fraud indicators through transaction and behavioural analysis Managed back-office chargeback workflows and dispute handling processes Raised escalations and disputes through Visa and Mastercard platforms Performed risk-based reviews and flagged high-risk or inconsistent account activity Maintained detailed investigation records using Jira and internal systems Achieved strong KPIs across quality, SLA, productivity, and customer experience metrics

Managed high-volume customer interactions across US, UK, and India marketplaces through chat support Resolved customer concerns related to orders, payments, account access, deliveries, and digital services Provided support for Amazon digital products including Prime Video and subscription-related services Investigated and resolved customer issues while following structured operational workflows and quality standards Maintained strong performance metrics across customer satisfaction, productivity, and resolution accuracy Handled escalated and sensitive customer interactions with a customer-focused approach Developed strong problem-solving, communication, and case-handling skills in a fast-paced environment Collaborated with internal teams to ensure timely issue resolution and improved customer experience Supported knowledge-sharing and assisted new associates with process understanding and guidance