Ripun Bansal
@ripunbansal
I investigate fraud, resolve complex customer issues, and improve operational processes.
IndiaWhat I'm looking for
I'm currently investigating credit card fraud at Barclays, monitoring transactions, securing compromised accounts, resolving chargebacks, and refining detection rules to reduce false positives without sacrificing coverage.
Previously at American Express and Amazon, I handled high-impact customer cases, performed root-cause analysis, and partnered across teams to improve resolution times, SLA adherence, and service delivery. At Amazon, I achieved 90% First Contact Resolution, improved CSAT by 20%, and supported authors through KDP publishing issues.
Across Concentrix, Amazon, American Express, and Barclays, I've mentored peers, supported onboarding and knowledge transfer, and used trend analysis to strengthen customer experience, risk handling, and team performance.
Experience
Work history, roles, and key accomplishments
Monitored daily transaction and account activity logs, investigating account takeover, mule account, and chargeback fraud end-to-end. Tuned fraud detection rules and risk-scoring logic to reduce false positives while maintaining detection coverage.
Acted as primary point of contact for critical customer concerns, conducting detailed investigations and coordinating with cross-functional teams. Handled sensitive cases, de-escalating situations and recommending process improvements to enhance efficiency and SLA adherence.
Achieved 90% First Contact Resolution and improved CSAT by 20% through structured problem-solving. Resolved complex customer complaints while mentoring team members to improve overall productivity.
Provided support across global marketplaces ensuring consistent service delivery. Mentored new hires and assisted in knowledge transfer sessions and team skill development initiatives.
Customer Service Associate
Maintained 95% CSAT across international markets and contributed to a 20% improvement in customer satisfaction through proactive resolution strategies. Promoted within 1.5 years and supported onboarding of new processes.
KDP Support Analyst
Guided authors through publishing processes, ensuring smooth project completion and adherence to timelines. Identified content and publishing-related issues, providing actionable solutions to improve author experience.
Education
Degrees, certifications, and relevant coursework
OP Jindal University
MBA, Finance
Pursuing an MBA in Finance with expected completion in June 2027.
Coursera
Microsoft Excel, Microsoft Excel
Completed Microsoft Excel certification in May 2026.
University of Delhi
B. Com, Commerce
Completed Bachelor of Commerce in March 2025.
Coursera
Google Project Management, Project Management
Completed Google Project Management certification in December 2025.
Coursera
Google AI Essentials, Artificial Intelligence
Completed Google AI Essentials certification in 2025.
Zendesk Customer Service Professional, Customer Service
Completed Zendesk Customer Service Professional certification in 2024.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Social media
Skills
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