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Lokesh palanivel

@lokeshpalanivel

Customer support and operations professional at Walmart Global Tech resolving complex card-network chargebacks with 98%+ accuracy.

India

Message

At Walmart Global Tech, I manage complex chargeback cases across Visa, Mastercard, and Amex, preparing evidence packages using transaction details and fraud trends. I maintain 98%+ accuracy while meeting SLA and compliance requirements.

At Thermo FisherScientific, I managed customer order processing and resolved complex issues using Genesys and mainframe systems. I also built a knowledge base and refined support scripts, reducing repeat queries by 40%.

At LTIMindtree, I delivered multichannel technical support and used SQL and Python to investigate system logs and root causes. I also partnered with product and engineering to reduce recurring technical complaints by 15%.

Experience

Work history, roles, and key accomplishments

Current

Senior Resolution Coordinator

Current

Walmart Global Tech

Feb 2026 - Present (8 months)

Managed complex chargeback cases across Visa, Mastercard, and Amex networks, building evidence packages to improve recovery outcomes. Held 98%+ accuracy on financial dispute resolution while meeting SLA and compliance requirements.

Chargeback Management Dispute Resolution SLA Management Compliance Financial Analysis Visa Mastercard AmEx

CSR II

Thermo Fisher Scientific

Jul 2025 - Nov 2025 (4 months)

Managed end-to-end customer order processing including creation, validation, amendments, and cancellations. Resolved complex order issues via Genesys and mainframe systems, and reduced repeat queries by 40% through knowledge base improvements.

Order Management Customer Support Genesys Mainframe EDIC Knowledge Base Process Improvement Pricing Validation

Consultant, System Management

LTIMindtree

Jul 2024 - Feb 2025 (7 months)

Delivered multichannel support to 200+ customers weekly at 95-98% satisfaction. Cut recurring technical issues by 35% through proactive maintenance and trained new hires to improve first-call resolution by 20%.

Multichannel Support Technical Troubleshooting SQL Python Root Cause Analysis Knowledge Base SLA Management Training

Representative, Operations

Concentrix

Aug 2022 - Jun 2024 (1 year 10 months)

Achieved a 93% positive feedback rating through consistent follow-up and post-resolution monitoring. Managed critical incident response for enterprise clients, coordinating with backend engineering to restore service within 2-hour windows.

Incident Management Troubleshooting Remote Diagnostics Customer Support SLA Management Enterprise Accounts