Shubham

Multilingual Fraud & Risk Investigation professional with 7+ years of experience across Amazon, EXL Services, and Concentrix, specializing in Trust & Safety operations, marketplace fraud detection, and account-integrity investigations. Skilled in evidence-based decision-making, chargeback and dispute resolution, and cross-functional collaboration with Global Risk Operations, Compliance, Legal, and Payments teams. CRMA-certified in risk management and assurance, with working knowledge of AML/KYC principles, AWS cloud fundamentals, and AI-assisted productivity tools.

Recognized team leader and French-English interpreter (CEFR B2) with a track record of mentoring investigators, improving case-management workflows, and delivering consistent SLA performance in high-volume, high-stakes environments.

Investigation Specialist — Amazon Safety Account Program | French Interpreter | Team Lead - Amazon Development Center India Pvt. Ltd. - Hyderabad, India

(2020-10 - 2026-02)

Led fraud and risk investigations into customer accounts, policy violations, account-integrity breaches, and safety-related escalations, safeguarding the Amazon marketplace while ensuring strict compliance with internal policy and regulatory requirements.

• Analyzed customer behavior, account activity, transactional records, and digital evidence to identify emerging risk patterns, detect policy violations, and drive accurate, evidence-based investigative outcomes within the Amazon Safety Account Program.
• Delivered multilingual Voice and Non-Voice support in French and English across telephone, email, chat, and case-management systems, resolving complex cases for customers, merchants, and internal stakeholders.
• Investigated account compromise, unauthorized access, policy abuse, payment concerns, and identity-verification issues by conducting comprehensive risk assessments and recommending remediation actions.
• Partnered with Global Risk Operations, Trust & Safety, Compliance, Finance, Payments, Legal, and Technical Support teams to resolve high-priority, cross-border investigations and deliver consistent business outcomes.
• Reviewed customer documentation, validated account information, verified payment records, and analyzed chargeback cases to support informed accounts-operations decisions.
• Applied Advanced Microsoft Excel for large-scale data validation, trend analysis, reconciliation, operational reporting, and dashboard preparation, enabling data-driven decision-making across the team.
• Stepped into Team Lead duties during high-volume operations — mentoring newly hired investigators, running knowledge-sharing sessions, coordinating workloads, and ensuring consistent SLA adherence.
• Identified and implemented process improvements that streamlined investigation workflows, strengthened case-management efficiency, and reduced turnaround time.
• Maintained consistently high standards of quality, productivity, and compliance while safeguarding confidential customer information with rigorous attention to detail.

French Interpreter | Data Analyst | Finance Associate - EXL Services India Private Limited - Gurugram, India

(2019-06 - 2020-08)

• Delivered professional multilingual Voice and Non-Voice support in French and English, serving as the communication bridge between international customers, business partners, and internal teams.
• Supported finance and accounts operations including billing inquiries, invoice validation, payment documentation, account reconciliation, and transaction verification with a focus on accuracy and compliance.
• Investigated chargebacks, verified payments, and resolved disputes by reviewing financial records and transactional evidence to minimize operational risk.
• Coordinated corporate travel operations through American Express Global Business Travel (GBT), managing airline reservations, hotel bookings, traveler-profile administration, and SNCF railway reservations for European markets.
• Used Advanced Microsoft Excel for data validation, reconciliation, business reporting, operational tracking, trend analysis, and dashboard preparation to support management decisions.
• Prepared business reports, financial documentation, and analytical summaries while upholding high standards of confidentiality and data integrity.
• Collaborated across Finance, Operations, Customer Service, Travel Management, and Quality Assurance to resolve operational challenges and ensure seamless process execution.
• Managed customer records, operational databases, and CRM systems in compliance with internal policy and quality standards.

French Interpreter | Customer Support Specialist - Concentrix Daksh India Private Limited - Gurugram, India

(2018-06 - 2019-02)

• Delivered multilingual customer support through Voice and Non-Voice channels — telephone, email, and chat — in French and English, consistently maintaining high customer satisfaction.
• Assisted customers with account management, service requests, billing inquiries, product information, and issue resolution.
• Investigated customer complaints, analyzed root causes, and implemented effective solutions within SLA while maintaining compliance with quality standards.
• Escalated complex cases to specialized departments and coordinated cross-functional follow-ups for timely resolution.
• Collaborated with Quality Assurance, Operations, and Training teams to improve service quality and support continuous process improvement.
• Used Microsoft Office Suite, CRM platforms, and enterprise applications to manage customer interactions, documentation, and reporting.

Bachelor's Degree (Honours) - French - University of Delhi, Department of G.R.S (2018)