Abhishek Dhakolia

Operations Associate

Gurugram, Haryana, India6 yrs experience

Key Highlights

Expert in fraud prevention and dispute resolution.
Strong background in social media and product support.
Proven ability to manage escalations effectively.

Stackforce AI infers this person is a skilled professional in Fintech with a focus on fraud analysis and customer service.

Contact

Skills

Core Skills

Social MediaProduct SupportFraud PreventionDispute ResolutionCustomer Service Operations

Other Skills

Salesforce.comHiveWritten CommunicationOral CommunicationSales OperationsAerosolveHiveQLEscalation ResolutionBusiness Process ImprovementConsumer ServicesInvestigative ResearchFraud InvestigationsFraud DetectionFraud AnalysisRelationship Building

About

Analyst 1 at NAB (National Australia Bank) specializing in handing high risk fraud and dispute cases. Associate Manager at PayU, driving end-to-end social media escalations and product support with cross-functional collaboration. Previously at American Express and Tech Mahindra, where I built strong expertise in problem-solving, communication, and strategic analysis.

Experience

Nab

Fraud Analyst

Dec 2025 – Present · 3 mos · Gurugram, Haryana, India · Hybrid

Payu

Associate Manager - Social Media and Merchant Support (B2)

Sep 2025 – Dec 2025 · 3 mos · Gurugram, Haryana, India · Hybrid

As an Associate Manager at PayU, I manage end-to-end escalations across all social media platforms. I provide product support related to PayU’s website navigation and offerings, while closely collaborating with cross-functional teams to ensure timely and effective resolution.

Salesforce.comHiveSocial MediaProduct Support

American express

Master Analyst

Nov 2022 – Aug 2025 · 2 yrs 9 mos · Gurugram, Haryana, India · Hybrid

Handling fraud-related concerns and conducting detailed investigations to safeguard customer accounts.
Managing dispute-related queries including chargebacks, ensuring accurate resolution in compliance with company policies.
Processing credit balance cheques and balance transfers for card members.
Addressing offer-related complaints and ensuring customer satisfaction with promotional benefits.
Managing customer escalations, providing timely and effective resolutions.
Resolving billing queries related to monthly statements with accuracy and clarity.
Facilitating card replacements post-authentication and assisting with secure updates of customer details.
Monitoring transaction activities and sending KYC reminders to ensure compliance with regulatory guidelines.

Written CommunicationOral CommunicationFraud PreventionDispute Resolution

Tech mahindra

2 roles

Subject Matter Expert

Promoted

Oct 2021 – Oct 2022 · 1 yr · On-site

Delivered live support to the team and new joiners for Vodafone Qatar products via calls, chat, ensuring KPIs and KRAs were consistently met.
Conducted daily audits of chat, call, and social media interactions to ensure accuracy and compliance.
Monitored and managed critical KPIs including TNPS, FTF, and AHT metrics.
Acted as the primary escalation point, ensuring quick resolution of client issues and maintaining customer satisfaction.
Participated in regular client meetings to gather requirements and share performance updates.

Sales OperationsCustomer Service Operations

Enterprise Account Executive

Oct 2019 – Sep 2021 · 1 yr 11 mos · On-site

Provided real-time support on a digital based platform for a leading telecom provider in Qatar.
Documented and managed Voice of the Customer (VOC) feedback, creating and tracking inquiry tickets.
Assisted customers with accurate information from the client’s website, ensuring compliance with KPIs and KRAs.
Supported management by preparing performance and operational reports for colleague assessments.