Vijay Kumar Email & Phone Number

Gurgaon, India

 Possess excellent communication, confidence, interpersonal and leadership skills. Coordinating with superiors as well as other departments for highly escalated cases such as HOD/MD/Online escalations & solves the issues on the spot with keeping customer satisfaction along with organization benefit approach in mind.  Inter & Intra Team coordination for implementation of new updates & to give end solution to the customer’s concern.  Out of the way coordination with Payment Gateways & Chief Grievance Officers of the various banks to provide proper resolution to the customer’s concern related to prepaid refund. Coordinating with Forward/Return risk Team, identifying & blocking fraudulent customers to avoid financial loss to the company.  Monthly analysis of customer’s refund, loss incurred by company, COD & Prepaid analysis, Payment Gateway Analysis, Risk Analysis, complaints & escalations analysis.  Customer as well as organization oriented decisions based upon situations.  Process customer’s refund via NEFT/Fund Transfer, Prepaid Modes, Jabong Vouchers & Credits and Cheques. Preparing daily work for team & coordinating the daily allocation of work. Time to time reconciliation of work done by team members.  Initiate/follow through process automation wherever possible. Assign/allocating Ticekts to other Dept on CRM. Escalate repetitive errors/issues to the respective SPOC's of internal as well as external department.  Processing customer’s refund as per request received. CAREER OBJECTIVE: KEY SKILLS: PROFESSIONAL EXPERIENCE: 4 Years + Handling the cases of Invalid (Payment Failure) Transactions to check the status of payment whether it is authorized, failed or success and providing the solution to the customer on that basis.  Delay in Refund Process, Risk Escalation and providing confirmation against (Fraud Transaction)  Updating the daily Refund Figure & reporting to Company Director.