Senior Representative, Operations - Concentrix - Bengaluru (India)
(2026-05)
Due to Business Structure Change, PayPal has transferred their GCS (Global Customer Service) operations in India to Concentrix effective 21-May-2026. Profile and work remain the same.
Customer Solutions Agent (Level 2) / Senior Representative, Customer Care (Level 3) - PayPal - Bengaluru (India)
(2023-01 - 2026-05)
- Delivered customer support through Email and Chat channels for PayPal products and services across North America (NA) and APAC markets.
- Performed KYC (Know Your Customer) verification and account reviews to identify fraudulent activities and ensure regulatory compliance.
- Conducted Anti-Money Laundering (AML) monitoring, risk assessment, and account action handling in accordance with compliance policies.
- Managed payment disputes, claims, chargebacks, and resolution processes while maintaining high customer satisfaction and SLA adherence.
- Developed cross-functional expertise across Compliance, Risk Operations, Buyer & Seller Protection, and Resolution Center processes.
- Guided customers on PayPal products, account security, policy interpretation, purchase protection, seller protection, and claims management.
- Investigated escalated customer concerns, provided end-to-end issue resolution, and collaborated with internal stakeholders for faster resolution.
- Demonstrated strong analytical, communication, and problem-solving skills while handling sensitive financial and compliance-related cases.
Interactive Social Media Executive / Interactive Social Media Specialist / Senior Executive / Subject Matter Expert - [24]7.AI - Bengaluru (India)
(2013-10 - 2022-09)
- Started working for [24]7 Inc. under Adobe account. Used to provide assistance to customers via live chat followed by email. Primary issues – Software installation, login, subscription cancellation. Also worked under business retention, had to convince customers to continue their Creative Cloud subscription.
- Effective May 2017 started working under AT&T Mobility account as our Adobe business shifted to Gurgaon based company. Under AT&T Mobility, we assist customers via live chat. Primary issues – billing, line cancellation, activation, device upgrade, DirecTV NOW sales, device unlocking etc.
- Under business retention, we had to convince customers to stay with AT&T by offering best possible mobile plans.
- From June 2019, I was given the role of a mentor to help new recruits during their OJT phase. My primary work was to monitor how they communicate with customers and help them with their challenges. I handled multiple batches of between 12-15 agents per batch. Effective March 2021 I was promoted as Subject Matter Expert. My primary work was taking escalations and giving feedback and coaching to new hires within my team.
Facility Management Engineer (Desktop Support Engineer) - Trimax IT Infrastructure & Services Ltd. - Bengaluru (India)
(2011-02 - 2012-10)
Worked as a Desktop Support Engineer for client Serco BPO.
- Key Functions - Software and Hardware installation | Maintenance & Troubleshooting | Assembling
- Installing OS, Asset Management & registry in Excel, MS Outlook configuration & .PST backup, Adding PC to domain and IP address configuration, Primary Rate Interface (PRI) checking, TCP/IP settings
