Technical Support Engineer - Teleperformance - Jaipur
(2025-02 - 2025-08)
Technical Support Engineer – Adobe Process (Teleperformance)
- Delivered advanced technical support for global Adobe customers (US, Europe, Australia, APAC), resolving complex issues related to Creative Cloud, licensing, installation, activation, and performance across Windows and macOS environments.
- Maintained a consistent 92% QA score, ranking among top performers for accuracy, compliance adherence, and overall customer experience standards.
- Achieved high First-Call Resolution (FCR) through fast root-cause analysis, structured troubleshooting, and precise technical communication.
- Integrated consultative sales within support interactions, identifying genuine customer needs and successfully closing subscription upgrades, plan migrations, and add-on product purchases to drive retention and revenue.
- Operated effectively in a high-volume, multi-region support environment with strict SLAs, dynamic priorities, and diverse customer expectations.
- Sustained strong KPIs across CSAT, AHT, compliance, and escalation management while maintaining full ownership of complex cases end-to-end.
- Strengthened long-term customer relationships through clear, solution-oriented communication and proactive issue prevention.
Junior Analyst Risk Management - Razorpay - Bangalore
(2022-08 - 2023-01)
- Prepared and validated bank documentation for Razorpay to contest merchant chargebacks, ensuring accurate reconciliation and strong dispute representation.
- Managed end-to-end reconciliation and dispute handling across major banks and UPI gateways including ICICI Bank (UPI), State Bank of India (UPI), Axis Bank, MobiKwik, PhonePe, and Ola Money.
- Handled merchant accounts across government entities and stock broking firms including Zerodha, Upstox, and Nxt Billion.
- Processed 4,500+ tickets per month with 99.9% accuracy, maintaining strict compliance and operational precision in high-volume workflows.
- Managed urgent escalations for Razorpay, representing both users and merchants while ensuring regulatory compliance and resolution within defined SLAs.
- Oversaw monthly transaction dispute volumes exceeding ₹15 lakh, ensuring timely investigation, documentation, and closure.
- Collaborated cross-functionally with Sales and Finance teams to resolve complex bank tickets and merchant-related financial discrepancies.
- Contributed to fraud analytics, risk assessment, account reconciliation strategies, chargeback reduction initiatives, and operational innovation within payment workflows.
QA Executive Consultant - AppBroda - Emirato di Dubai, Emirati Arabi Uniti
(2022-03 - 2022-06)
- Enabled app developers and publishers to monetize effectively by identifying growth gaps, improving quality standards, and aligning products with platform compliance requirements.
- Completed quality assurance audits for 150+ mobile applications, ensuring functionality, stability, performance, and policy compliance before approval.
- Contributed to the Appbroda Quality Help platform, improving publisher-to-user conversion and strengthening ecosystem trust.
- Reviewed and investigated flagged applications, filtering out non-compliant publishers and banned apps from the Appbroda Console to protect platform integrity.
- Designed and executed structured test plans covering functional testing, reliability testing, performance validation, and overall product quality benchmarks.
- Developed and monitored automated and manual test scripts to ensure consistent product performance and defect identification.
- Identified root causes of product defects and implemented corrective remedies to prevent recurrence and maintain release standards.
- Ensured continuous compliance with evolving industry policies, monetization guidelines, and quality standards across app submissions.
Internship Trainee - Happy Marketer Private Ltd. - Guoco Tower 1 Wallich St Singapore 078881
(2021-11 - 2021-12)
Google Data and Analytics Intern.
Data Science Associate - Redwood Algorithms - Bangalore
(2021-06 - 2021-09)
Information Technology Department - Tata Steel - Jamshedpur, Jharkhand
(2018-06 - 2018-09)
Worked in The department of ITS . Detailed study of Wifi Network and Improvment for Tata Steel Ltd.
