Siddharth Nagpal

Experience

• 

  Concentrix

  Nov 2016 - Jul 2018

  Customer Support Executive

  - Worked as Customer support representative for the Reliance Jio process.- Part of the pilot project for outbound calling for porting in Jio with an overall success rate of 78%.- Worked as a primary POC for daily huddles and knowledge transfer.

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  Amazon

  Jul 2018 - Jun 2024

  Working as a Sr. SPS T4 Associate, where my key responsibility includes:- Initiating investigations for suspected cases and collaborating with internal teams to mitigate risks.- Working with multiple resolver groups for developing audit procedures and methodologies specifically tailored to detect fraud within financial records.- Analyzing transactional data related to orders and payment issues to identify potentially fraudulent activities and take necessary actions.- To look for defects in existing processes and to initiate a new project for defect reduction in fraud prevention policies.- Auditing tickets raised by the Selling Partner Support team for issue validation and triaging.- Collaborating with the operations team to create new SOPs or modify existing SOPs by adding or updating new tools or troubleshooting.- Conducted multiple data-driven initiatives for customer safety by analyzing trends to find areas of improvement in the available processes using data-mining techniques. Show less - Responsible for handling contacts from European and North American sellers to provide a real-time solution and raising issue tickets to the concerned team for better seller experience.- Creating trouble tickets and assigning them to appropriate teams, providing instructions and solutions for Fulfillment by Amazon and merchant issues, checking and validating the issues, and providing resolutions are some of the primary responsibilities of the role along with maintaining complete process adherence and a target of 100% in quality audits.- Mentored new batches and led cross-functional teams to optimize processes and ensure high-performance goals.- Initiated a project to smooth the payment interface for fee-related issues.- Collaborated with claims teams to upgrade the reimbursement process. Show less As an Andon Specialist, my key responsibility area included:- Working with our clients for defect reduction from Amazon.in website. - Along with that, I had to audit contacts for customer support associates specific to quality defects, payments, fraud, and promotion-related issues to look for reoccurring problems, and provide resolutions.- Handling promotional Andon tickets to meet the Service Level Agreement- Led a project for a newly launched product, which impacted9000+ customers. Completed the project within 3 weeks with a 100% success rate. Show less

  • Sr. SPS T4 Associate

    Oct 2022 - Jun 2024

  • Contact Resolution Specialist(CRS)

    Aug 2022 - Oct 2022

  • Seller Support Associate Sr.

    Jun 2021 - Aug 2022

  • Andon Specialist

    Oct 2020 - Jun 2021

  • Subject Matter Expert

    Aug 2020 - Sept 2020

  • Consumer Services Specialist

    Jul 2018 - Jul 2020
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  TBO.COM

  Jul 2024 - now

  Assistant Quality Manager