Experienced Customer Service Specialist with 8+ years of experience in customer support, international customers, email and voice support, fintech and payment operations. Skilled in resolving complex customer issues, payment investigations, customer satisfaction, and working with global teams. Seeking a remote Customer Service Specialist/Customer Support role with a global company.
Looking for a job
Mohammad Kamran Sehgal
@mohammadkamransehgal
I investigate payment exceptions and resolve complex financial operations issues.
IndiaWhat I'm looking for
I've investigated payment exceptions at Revolut across SWIFT, Visa Direct, and Currencycloud, reviewing MT103, MT199, and MT202 messages to identify transaction failures, operational risks, and root causes.
Previously, I resolved complex Amazon Pay investigations involving failed payments, refunds, chargebacks, reversals, duplicate debits, bank transfers, UPI, cards, net banking, wallets, KYC, and unauthorized transactions. I also led floor support and queue management at Amazon India while maintaining 95%+ CSAT, and bring experience supporting customers across voice, email, and chat.
Experience
Work history, roles, and key accomplishments
Investigated payment exceptions across SWIFT, Visa Direct and Currencycloud, reviewing MT103, MT199 and MT202 messages to determine transaction failures and operational risks. Performed root-cause analysis, documented findings, and collaborated with banking partners to resolve investigations.
Senior Support Specialist, Payment Operations
Amazon India
Aug 2023 - Dec 2025 (2 years 4 months)
Resolved complex Amazon Pay payment investigations and transaction escalations, handling payment failures, refunds, chargebacks, and unauthorized transactions. Partnered with internal payment, risk, and banking teams to resolve high-priority issues while meeting SLA targets.
Customer Service Associate
Amazon India
Jul 2019 - Aug 2023 (4 years 1 month)
Delivered retail customer support via voice, email, and chat while maintaining 95%+ CSAT. Served as Team Leader (On Demand) providing floor support, queue management, coaching, and escalation handling.
HS
Technical Support Specialist
Hinduja Global Solutions
Feb 2017 - Jun 2019 (2 years 4 months)
Provided voice, email, and chat support to US and UK customers, resolving hardware, software, and account-related issues while meeting quality and productivity metrics.
Education
Degrees, certifications, and relevant coursework
BU
Bhagwant University
Master of Technology, Electronics & Telecommunication Engineering
Grade: 8.2/10
Pursued an integrated M.Tech in Electronics & Telecommunication Engineering, achieving a GPA of 8.2/10.
Aligarh Muslim University
Diploma, Architectural Assistantship
Completed a Diploma in Architectural Assistantship.
Tech stack
Software and tools used professionally
Availability
Looking for a job
Location
IndiaAuthorized to work in
Salary expectations
550k-700k INR
Social media
Job categories
Skills
Regulatory ComplianceCustomer SupportEscalation ManagementSLA ManagementCRMZendeskSalesforceKYCUPIChargebacksReconciliationsProblem SolvingAmazon PayFinance OperationsTransaction analysisRoot Cause AnalysisExcelPivot TablesFiltersCase ManagementCustomer SuccessCSATCustomer ServiceCustomer ExperienceQuality Assurance
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