Professional Summary

Managed all customer inquiries and complaints across various channels (phone, email, live chat), utilizing problem-solving and de-escalation skills for swift issue resolution.

With extensive experience investigating and resolving complex account ownership disputes, credential recovery cases, and identity verification protocols.

Expert in mitigating security threats such as account takeovers (ATO), phishing, and fraudulent activity by meticulously analyzing billing history and digital asset transactions.

Highly skilled at managing high-volume, multi-channel inquiries with a focus on de-escalation, rapid issue resolution, and data privacy.

Proven ability to enforce platform trust and safety policies through cross-functional collaboration and meticulous documentation, consistently ensuring a secure and positive customer experience.

Experience

Trust and Safety Analyst

IEnergizer | Bengaluru, Karnataka

011/2025 - present

  • Investigated and resolved complex account ownership disputes, verifying user identity, purchase history, and account creation details to safely restore access to rightful owners.
  • Conducted security verifications and identity checks to prevent unauthorized access, account takeovers (ATO), and fraudulent activity on user accounts.
  • Managed high-volume user inquiries related to credential recovery, two-factor authentication (2FA) resets, and compromised email bindings with a strong focus on data privacy and security guidelines.
  • Analyzed billing details, transaction receipts, and purchase histories to validate ownership claims for accounts with virtual currency and digital assets.
  • Enforced platform privacy and trust policies by documenting user interactions in the CRM while partnering with safety teams to detect, flag, and mitigate account security threats, policy violations, and phishing attempts.

KYC Executive

Teleperformance | Indore, Madhya Pradesh

09/2024 - 6/2025

  • Managed the end-to-end KYC process, conducting thorough due diligence and risk assessments to verify customer identity, beneficial ownership, and source of funds in compliance with regulatory standards.
  • Performed enhanced due diligence (EDD) on high-risk customers and sanctioned entities, and analyzed documentation to ensure authenticity and accuracy.
  • Maintained and updated meticulous customer records in the CRM, collaborating with internal teams to resolve complex issues and assisting in internal and external audits.
  • Collaborated with internal teams, including legal, compliance, and sales, to support a smooth and compliant client onboarding process.

Customer Service Executive

Teleperformance | Indore, Madhya Pradesh

01/2024 - 09/2024

  • Managed all customer inquiries and complaints across various channels (phone, email, live chat), focusing on swift problem-solving, de-escalation, and issue resolution.
  • Maintained and updated customer information and records in the CRM database while accurately processing orders, returns, and billing inquiries.
  • Collaborated with internal teams to resolve complex customer issues and educated customers on products and company policies to ensure a positive and knowledgeable experience.

Strengths & Skills

Customer relationship management (CRM) Issue resolution De-escalation Complaint handling Technical support Verbal & Written communication Empathy KYC verification Reviewing flagged transactions Problem solving Account recovery and security Identity verification Fraud detection and prevention Account takeover (ATO) mitigation Risk assessment and mitigation Data privacy and PII handling Trust and safety compliance Cross-functional collaboration

Achievements

Education

Bachelor of Technology (B.Tech) in Mechanical Engineering

PES Institute of Technology and Management, Shivamogga, Karnataka

Languages

Kannada, English, Hindi