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Vinil Kharge

@vinilkharge

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Chargeback and fraud analyst at Cognizant who scrutinized alerts and helped save approximately $500,000.

India

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At Cognizant Technology India Pvt. Ltd., I scrutinized fraud alerts and managed escalated cases, supporting the Team Leader in day-to-day operations. This work helped save approximately $500,000, and I also handled high-value alerts and chargeback cases.

I prepared root cause analysis reports that contributed to a 3–5% productivity improvement while quality scores stayed above 95%. I also conducted training and assessments and mentored new agents.

At CrelioHealth (LiveHealth) Software Solutions Pvt. Ltd., I analyzed dead-account data and coordinated with account holders and production teams to help convert customers back to Active Status, generating more than INR 5 crore in annual revenue. I also designed a quality assurance framework and automated checks based on Westgard Rules and CAPA tracking.

Experience

Work history, roles, and key accomplishments

Process Specialist – Data (SME)

Cognizant Technology India Pvt. Ltd.

Oct 2022 - Mar 2024 (1 year 5 months)

Acted as Team Supervisor for a team of 15–18 members, saving approximately $500,000 by scrutinizing alerts and managing escalated cases. Prepared RCA reports and conducted training sessions to support team development.

Fraud Detection Chargebacks Root Cause Analysis Reporting Training Team Leadership Quality Assurance Actimize Salesforce Microsoft Office

Quality Assurance – Customer Success

CrelioHealth (LiveHealth) Software Solutions Pvt. Ltd.

Jan 2022 - Jul 2022 (6 months)

Generated more than INR 5 crore annual revenue by analyzing dead-account data and converting customers back to Active Status. Designed and implemented a Quality Assurance framework with audit parameters for chat, call, and email interactions.

Quality Assurance Customer Success Data Analysis Audit Process Improvement CAPA Westgard Rules Reporting

Assistant Manager – Quality

Aryan's Construction

Sep 2017 - Jul 2021 (3 years 10 months)

Led the Quality Department, managed multiple projects, and ensured compliance with quality standards, contributing to more than INR 6–7 crore annual revenue. Presented performance reports to the CEO and conducted regular meetings with Quality Analysts and Customer Relationship Executives.

Quality Management Project Management Compliance Reporting Customer Relationship Management Team Leadership

Senior Associate – Quality Analyst (L2)

Wipro

Dec 2009 - Sep 2017 (7 years 9 months)

Generated $1 million in revenue as a Customer Service Executive and saved more than $900,000 as a Quality Analyst through meticulous transaction auditing. Managed financial transactions including Chargebacks, Write-offs, and Rebills while ensuring compliance with regulatory guidelines.

Quality Analysis Transaction Auditing Chargebacks Write Offs Rebill Compliance Customer Service Training Mentorship Reporting

Customer Service Executive

Tata Business Support Services Ltd.

Apr 2008 - May 2009 (1 year 1 month)

Identified business development opportunities from existing contacts and contributed to process excellence during contingency periods. Provided timely and effective resolution of client queries.

Customer Service Business Development Process Improvement Query Resolution

Head – Administrative

S S Engineering

Apr 2002 - Mar 2008 (5 years 11 months)

Planned, coordinated, and managed administrative procedures and systems. Allocated responsibilities and office space to staff, assessed staff performance, and managed office procurement.

Administrative Management Staff Management Procurement Office Operations