Karan Sharma

Customer service professional with 3+ years of experience across Telecom, Aviation, and E-Commerce, with hands-on exposure to billing support, chargeback handling, and dispute resolution. Most recently a Senior Technical Support Associate at Tech Mahindra (Verizon process), resolving customer billing queries, investigating chargebacks and disputed transactions, and troubleshooting device issues. Skilled at explaining charges clearly, distinguishing billing errors from technical faults, and driving cases to resolution while keeping the customer's experience front and center.

Looking to bring this dispute-resolution and customer-advocacy background to a Dispute & Fraud Gate (DGT) Representative role.

Senior Technical Support Associate - Tech Mahindra

(2025-02 - 2026-07)

Verizon process

• Resolved customer billing queries, including chargebacks and disputed transactions, by reviewing account and charge details and explaining billing decisions clearly to customers.
• Investigated disputed and unrecognized charges, distinguishing genuine billing errors from customer misunderstanding, and guided customers through the dispute process where needed.
• Performed technical troubleshooting on customer devices when issues were device-related rather than billing-related, correctly triaging each case to the right resolution path.
• Handled escalated billing and technical cases, coordinating with internal teams to ensure timely, accurate resolutions.
• Maintained clear, empathetic communication throughout each case to protect customer trust while ensuring compliant, accurate outcomes.

Customer Associate - iEnergizer

(2024-01 - 2025-01)

Vistara Process

• Assisted customers with flight reservations, modifications, cancellations, and travel-related inquiries.
• Utilized the Amadeus Reservation System to manage booking operations efficiently.
• Delivered exceptional customer service while maintaining service-level standards.
• Managed escalations and provided timely resolutions to customer concerns.

Customer Associate - Teleperformance

(2022-06 - 2023-07)

Flipkart Process

• Supported customers with order management, payments, deliveries, and account-related concerns.
• Resolved customer issues through effective communication and problem-solving.
• Developed strong customer engagement, conflict resolution, and service management skills.

Bachelor of Business Administration - BBA - Swami Vivekanand Subharti University (2022 - 2025)