Senior Escalation Specialist (Prepaid Refund) - Meesho
(2022-04)
Responsible for handling customer refund requests for prepaid accounts, ensuring accuracy, compliance, and timely resolution. The role involves validating refund eligibility, coordinating with internal departments, processing payments, and maintaining transaction records to deliver a seamless customer experience.
- Review and validate prepaid refund requests as per company policy and customer entitlements.
- Cross-check customer details, bank account details, payment history, and balance to ensure refund accuracy.
- Initiate refund transactions in internal systems or payment gateways like Juspay, Phonepe, Paytm, Gocashfree, Gpay_IMF, Mobikwik, Payu, Pinelabs.
- Ensure all refunds follow regulatory and audit requirements, maintaining complete documentation (Google Sheet).
- Maintain refund trackers, prepare daily/weekly reports, and highlight exceptions or delays.
- Notify customers on refund status in Kapture through Message or Email, timelines, and resolution outcomes when needed.
- Conduct refresher training sessions to reinforce skills and maintain performance standards among team members.
- Handle all Chargeback disputes (Fraud) cases from Paytm, Phonepe, Razorpay, Gpay.
- Other extra related duties assigned. For Example – Updating sheet of Supplier address, Updating sheet of Manual reverse pickup from customers.
Customer Support Associate II - FIS Global Business Solutions Pvt. Ltd.
(2021-02 - 2022-04)
Excellent knowledge of Customer Service, Exposure to US and UK Culture.
- Troubleshoots customer problems, identifies root cause of problem and uses tool and resources appropriately to determine how to resolve customer problems.
- Provides customer support by instant Message consumers. Serves as primary contact for inbound customer issues.
- Escalates more technical product-related issues to proper Product Support department.
- When unable to resolve problems in a reasonable amount of time, escalate to appropriate resource.
- Follows up on escalated issues to learn appropriate solution and expand overall knowledge.
- Updates customer information and ensures accurate entry of contact information.
- Other related duties assigned as needed.
Client Consultant - Nexus Productions and Management Pvt. Ltd.
(2017-11 - 2020-09)
- Act as sales, leasing and finance consultant focusing on maximizing profitability and increasing customer satisfaction resulting in 95% of sales closing, while maintaining 98% positive overall customer feedback
- Designed and implemented my own client referral program which leveraged my client relationships to increase referral base and overall sales
- Coordination with the service and parts departments to ensure products are prepared and in excellent condition in advance of all deliveries
- Ensure all customers are familiar with the service and parts department during delivery to increase customer lifetime profitability for the dealership
- Collaboration with F&I ensure the accuracy of all of my bills of sales, as well as those of my colleagues
- Served as a motivational leader by training sales staff, mentoring junior sales advisors
- Work with management to help define and improve day-to-day sales processes
- Established lasting relationships resulting in high client loyalty, repeat sales and referrals
