Open to opportunities

Soumya Saxena

@soumyasaxena

Message

I am a customer support leader specializing in fraud investigation, sales, and international marketplace operations.

India

Message

What I'm looking for

I seek a full-time customer support or fraud-prevention role in a growth-oriented company where I can apply international marketplace experience, train teams, drive upsell revenue, and improve processes.

I am a vendor and customer support professional with experience across U.S. and Europe marketplaces, specializing in live call, chat, sales, and technical support. I have held roles including Senior Support Executive and Operations Analyst with transaction-risk responsibilities.

I proactively investigated eCommerce payment fraud, securing transactions over €1 million and managing more than 100K international transaction fraud cases. I increased revenue through strategic upselling and regularly used tools and platforms to drive first-time resolution and customer satisfaction.

I have trained new hires and led batches as a subject-matter resource, raised GEMBA process improvements, and produced daily newsletters to improve team engagement. I seek a challenging full-time position where I can expand skills, mentor teams, and deliver measurable process and revenue improvements.

Experience

Work history, roles, and key accomplishments

Senior Support Executive

Lumen Technology Pvt Ltd

Oct 2023 - Apr 2024 (6 months)

Handled objections and disputes to maximize sales, increasing revenue through strategic upselling of telecom products and resolving technical issues for English and Hindi customers; used Salesforce and escalated complex cases to technical teams.

Sales Upselling Troubleshooting Salesforce Technical Support Customer Service Telecom

Transaction Risk Investigator

Amazon Development Centre Private Limited

Mar 2020 - Mar 2023 (3 years)

Investigated eCommerce payment fraud and secured transactions totaling over €1 million, proactively resolving payment and fraud cases for US and Europe marketplaces and managing over 100K international transaction fraud cases for German-speaking clients.

Fraud Investigation Payment Risk AML Transaction Monitoring Ecommerce Salesforce German Analytical Thinking

Customer Support Executive

Ienergizer

Dec 2018 - May 2019 (5 months)

Maintained customer satisfaction for US SPRINT users by resolving product and network issues, responding to inquiries with a positive attitude, and promoting offers to increase sales and volume.

Customer Support Sales Sprints Customer Satisfaction