Lavany Pradhan

Customer-focused support professional with strong communication, problem-solving, and fraud prevention skills. Experienced in handling subscription queries, billing, Fraud cases, technical issues and account management with accuracy and empathy. Skilled in using customer service tools, resolving issues efficiently, and ensuring a positive customer experience.

Fraud and Risk Analyst - (Walmart in E-commerce) at Rise OTB (2025-06 – 2025-12)

• Conduct risk-based reviews of international and domestic B2B accounts to identify discrepancies, misuse, or potential fraud.
• Use fraud detection tools to identify suspicious patterns, false refunds, invalid tracking data, and other risk indicators.
• Perform investigations to validate return and logistics flows and prevent unauthorised rerouting.
• Monitor key risk signals and take appropriate action, including risk classification and account restrictions.
• Maintain accurate case documentation for audit and regulatory purposes.

Customer Support Executive- (Spark Networks) at Hexaware Technologies (2023-09 – 2025-05)

As an Operation Executive, my role involved responding to queries via email and verify moderate data using platforms such as Zendesk and other client-specific tools. The responsibilities included handling support tickets, verifying IP addresses, troubleshoot, network related issues, reviewing user-generated content and supporting users subscriptions including processing refunds, handling auto-renewals, and managing cancellations. Promoted to Senior Operations Executive in recognition of strong performance and leadership, and transitioned to the Fraud Prevention department where I conducted investigation on accounts and linked profiles, identified risks such as account takeovers (ATO), fake identities, chargeback disputes and unauthorized transactions.

Reviewed user-reported fraud, and executed account blocks to maintain platform integrity and security.

Customer Support Executive - (AJIO E-commerce) at Technotask Business solution (2022-08 – 2023-03)

Customer Support professional with experience handling email and phone interactions in fast-paced, metrics-driven environments. Skilled in assisting customers with online orders, product inquiries, order tracking, returns, exchanges, and cancellation requests, along with refunds, deliveries, and account issues while ensuring SLA adherence and policy compliance. Experienced in upselling, cross-selling, and improving customer satisfaction through personalized support.

Adept at case documentation, complaint handling, subscription and order support, and delivering timely, customer-centric resolutions.

MBA in HR and Marketing – Technocrats Institute of Technology (2024-05)