Open to opportunities

Eesani Sikdar

@eesanisikdar

Message

I resolve fraud and chargebacks with analytics while accelerating client onboarding.

India

Message

What I'm looking for

I’m looking for a role where I can use fraud & chargeback analytics, RCA, and SLA-driven operations to protect customers, speed onboarding, and partner cross-functionally—building dashboards and driving measurable risk mitigation.

I’m a results-driven Product Support & Onboarding Specialist with 3+ years of Walmart Global Tech experience, focused on technical support, fraud detection, chargeback analysis, and smooth client integration.

Currently, I’m a Senior Resolution Co-ordinator at Walmart Global Tech, where I analyze transactional datasets to identify fraud patterns, operational gaps, and risk factors during client integration—then drive resolution with strong SLA discipline.

I build data-driven reporting using Power BI dashboards and Excel reports to track KPIs like onboarding progress, SLA adherence, dispute resolution timelines, and issue resolution trends. I also perform data validation and quality checks to maintain compliance, including PCI compliance.

Previously at Concentrix and across HP Print LOB roles, I served as a primary point of contact for product support, client onboarding, and account retention—handling escalations, documenting solutions and knowledge-base articles, and supporting proactive risk mitigation through RCA and cross-functional collaboration.

Experience

Work history, roles, and key accomplishments

Current

Senior Resolution Co-Ordinator

Current

Walmart Global Tech

Aug 2024 - Present (1 year 10 months)

Analyzed transactional datasets to identify fraud patterns, operational gaps, and risk factors during client integration. Built Power BI dashboards and Excel reports to track KPIs such as onboarding progress and SLA adherence, supporting fraud & chargeback resolution and risk mitigation.

Fraud Detection Chargeback Management Power BI Charts PCI Compliance SQL

Consultant – Client Onboarding

Concentrix

Jul 2023 - Apr 2024 (9 months)

Served as primary point of contact for product support, client onboarding, and account retention. Handled escalations, documented solutions, maintained knowledge-base articles, and supported AI video creation workflows using Synthesia while monitoring account performance.

Client Onboarding Product Support Knowledge Base Management Multichannel Support Data Validation

Subject Matter Expert

Concentrix

Jun 2022 - Jun 2023 (1 year)

Trained advisors on product and process knowledge to ensure SLA compliance and improve customer satisfaction. Built and delivered Power BI dashboards and Excel analyses (pivot tables and charts) to track KPIs and live fraud trends for actionable decision-making.

Power BI Excel Pivot Tables Charts KPI Tracking Pivot Tables Compliance Risk Management

Technical Support Advisor

Concentrix

Jun 2021 - Jun 2022 (1 year)

Provided multi-channel technical support (voice, chat, email) for HP Print products while consistently meeting quality benchmarks. Documented troubleshooting outcomes and supported customer issue resolution through structured support workflows.

Troubleshooting Data Validation

Education

Degrees, certifications, and relevant coursework

Amity University (Online)

Master of Business Administration, Finance & Accounting Management

2023 - 2025

Pursuing an MBA in Finance & Accounting Management through Amity University (Online).

Vels Institute of Science Technology & Advanced Studies

Bachelor of Technology, Biotechnology

2017 - 2021

Grade: CGPA: 9.21; First Class with Outstanding Performance

Completed a B.Tech in Biotechnology from Vels Institute of Science, Technology & Advanced Studies, earning CGPA 9.21 (First Class with Outstanding Performance).