Deepak Lima

Experience

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  Flipkart

  May 2014 - Apr 2017

  Senior Consultant

  o Handled escalation desk as a Subject Matter Expert and responsive for closure of the escalations raised by the Business Development Team as well as the customer.o Preparing monthly and weekly utilization and productivity reports. Brief knowledge of the products features and specifications.o Moderating reviews posted on website and as well on App Platform(Google Play Store, windows and IOS Aps)o Ensure targets are met with 100% quality scores. o Responsible for training and gauging newly recruit and OJT batch (Product & Process) to ensure they meet their daily and monthly targets.o Addressing Customer’s concern posted on Facebook, Twitter and other blogs within management specified timeframe and as well worked closely with internal stakeholders to make sure the customer’s issue is resolved within the stipulated time frame.o Working closely with the Catalogue Management Team to resolve the product specification queries raised by the customers, by doing RCA (Root Cause Analysis) and providing the Catalogue team with the correct specification details. Show less

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  Amazon

  May 2017 - Aug 2020

  Fraud and Risk Investigator

  Responsible for investigating and analyzing orders from customers on US, UK and Canada marketplaces of Amazon to identify fraudulent activity and successfully eliminating them within pre-defined SLA’s and deadlines. Monitor real-time queues and identify high-risk transactions within the business portfolio. Observe customer transactions to identify fraudulent activity Resolve queued transactions within the service level agreements to reduce potential revenue losses. Interact with banks and customers to validate the information and to confirm or cancel authorizations. Resolve customer issues within the scope of existing service level agreements. Monitor customer and transactional records Maintain fraud analysis models to improve the efficiency and effectiveness of company systems. Ensure the confidentiality of all information collected during the investigation. Determine existing fraud trends by analyzing accounts and transaction patterns. Identify system improvements to prevent fraudulent activities. Show less

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  Andor Tech

  Mar 2021 - Jun 2022

  Trust & Safety Jobs Abuse Analyst, LinkedIn
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  PayPal

  Jun 2022 - now

  Merchant Risk Analyst