Looking for a job

Shraboni Nath

@shraboninath

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I resolve complex fraud, billing, and customer-support issues across banking and e-commerce.

Bahrain

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What I'm looking for

I'm looking for a customer operations, fraud investigation, or support role where I can resolve complex cases, improve ticket workflows, maintain compliance, and contribute to service quality across cross-functional teams.

I've supported banking, e-commerce, aviation, and enterprise clients for over 7.5 years, resolving complex customer, billing, fraud, and technical issues across high-volume support environments.

At Paytm Payments Bank, I investigated digital fraud reports from retail banks, law enforcement agencies, and consumers while following internal policies and RBI standard operating procedures. I worked with risk mitigation and legal teams to deliver timely, audited compliance outcomes.

At Amazon Development Center India, I managed live phone and chat support for international accounts, orders, logistics, and subscriptions. As an SME, I led onboarding, mentored new hires, and audited customer interactions for quality while maintaining strong CSAT and first-contact resolution performance.

Earlier, I troubleshot enterprise software issues at IBM, managed social-channel support and billing audits at Aegis, and handled B2C and corporate B2B reservations at SpiceJet. I bring disciplined ticket management, SLA focus, process reporting, and a customer-centered approach to every workflow.

Experience

Work history, roles, and key accomplishments

Senior Associate

Paytm Payments Bank Ltd.

Dec 2023 - Jul 2024 (7 months)

Optimized Freshdesk ticket queues by investigating complex digital fraud reports and executed rapid conflict resolution protocols in alignment with RBI standard operating procedures. Collaborated with risk mitigation and legal teams to deliver audited compliance outcomes.

Freshdesk Fraud Investigation Ticket Management RBI Compliance Risk Mitigation Legal Collaboration Conflict Resolution

Customer Service Associate (SME)

Amazon Development Center India Pvt. Ltd.

Sep 2020 - Jun 2023 (2 years 9 months)

Managed high-volume live phone and chat support for international client accounts, orders, logistics, and subscriptions. Appointed as Subject Matter Expert to lead technical onboarding, mentor new hires, and audit interactions for quality assurance.

Customer Service Live Chat Phone Support Order Management Logistics Subscription Management SME Training Quality Assurance CSAT FCR

Senior Process Associate

IBM India Pvt. Ltd.

Aug 2016 - Mar 2017 (7 months)

Diagnosed and troubleshot technical and software configurations for US and global enterprise clients via chat networks. Enforced strict SLAs and consistently resolved multi-tiered technical issues within 24-hour windows.

Technical Troubleshooting Software Configuration Live Chat SLA Management Enterprise Accounts Escalation Management

Senior Operations Executive

Aegis Ltd.

Aug 2012 - Oct 2013 (1 year 2 months)

Spearheaded conversational brand management and public resolutions over social channels including Facebook, Twitter, and LinkedIn. Formulated billing audits, identified network outages, and delegated workflow ticket assignments across tiered support units.

Social Media Management Brand Management Billing Audit Network Troubleshooting Ticket Assignment Reporting Processes Operational Metrics

Senior Reservation Executive

SpiceJet Ltd.

Mar 2009 - Sep 2011 (2 years 6 months)

Delivered specialized B2C reservation systems administration and later managed premier corporate B2B travel portfolios. Negotiated corporate ticketing quotas, facilitated international booking itineraries, and authorized custom B2B price discounts.

Reservation Systems B2C Sales B2B Sales Corporate Travel Ticketing Negotiation Sales Analytics Commercial Reporting