Open to opportunities

Saksham Gandhi

@sakshamgandhi

Message

Customer Support Specialist focused on fraud and payments operations.

India

Message

What I'm looking for

I’m looking for a customer operations or fraud/payments support role where I can investigate complex cases, collaborate cross-functionally, and improve workflows—while maintaining strong SLA, QA, AHT, CSAT, and first-contact resolution performance.

I’m a Customer Support and Customer Operations professional with 2+ years of experience in fintech and banking environments. I resolve complex cases across account access, payment issues, fraud concerns, onboarding, identity verification, account recovery, and transaction-related investigations.

I handle high-volume customer interactions while consistently meeting AHT, CSAT, SLA, FCR, QA, and operational performance targets. I guide customers through account verification, KYC remediation, SOF/SOW reviews, and account restrictions with a customer-first, empathetic approach.

I partner closely with Fraud, Risk, Compliance, Operations, and Product teams to deliver timely resolutions and improve customer experience. I’ve also streamlined support workflows to reduce resolution time, supported fraud prevention initiatives, and earned a Lean Six Sigma – Green Belt certification.

Experience

Work history, roles, and key accomplishments

Current

Financial Crime Analyst

Current

Revolut

Feb 2026 - Present (5 months)

Handled a high volume of customer cases involving account access, payment issues, fraud concerns, identity verification, account restrictions, and transaction-related enquiries while meeting SLA, QA, AHT, and CSAT targets. Investigated ATO/unauthorized activity and suspicious transactions and guided customers through KYC remediation and account recovery in collaboration with Fraud, Risk, Complianc

Fraud support Payment Support Transaction Support Account Recovery Verification Identity Verification KYC Compliance Support Payment Disputes Customer Support Operations Customer Escalation Management SLA Quality Assurance Cross Functional Collaboration Zendesk Excel Power BI SQL

Business Analyst (Financial Crime)

American Express India Pvt Ltd

Feb 2025 - Oct 2025 (8 months)

Supported Financial Crime Tier 2 customer operations by analysing customer journeys and resolving complex enquiries involving payments, account activity, fraud concerns, and transaction investigations within SLA and QA targets. Analysed case trends, escalated high-risk cases, and participated in process improvement initiatives and UAT/workflow enhancements to reduce customer resolution time with c

Customer Operations Customer Journey Fraud support Payment Support Transaction Support Compliance Support Quality Assurance SLA Cross Functional Collaboration UAT Zendesk Excel

Account Support Analyst

NovoRise Fintech India Pvt Ltd

Oct 2023 - Dec 2024 (1 year 2 months)

Provided end-to-end account support across onboarding, identity verification/KYC, account maintenance, payment support, fraud-related enquiries, and account recovery. Investigated ATO, unauthorized transactions, payment disputes, account misuse, and unusual transaction activity while collaborating with Product, Fraud, Risk, Compliance, and Operations teams to improve customer experience and reduce