Jan 2024 – Present · 2 yrs 5 mos · Noida · On-site

• Performing full refund validation and manual refund checks under L2 bucket for Bus and Train bookings | Handling UMP validation, Paytm Care escalations, and complex backend investigations | Managing WSO, Bus, and Train-related mails including IRCTC-shared communications and confirmations | Validating BO-shared refund confirmations, chargeback mails, and coordinating lead approvals when required | Resolving wrongly parked validations and cases without order IDs through backend financial analysis | Independently handling high-value refunds, mismatched fare disputes, and failed-but-charged issues | Filling pay out details and ensuring financial accuracy prior to closure | Collaborating with Product, Tech, Vendor Management, IRCTC, and On-ground Operations teams for RCA and Resolution | Recognized for faster case closures, high accuracy, and ownership of responsibilities typically assigned to L2 teams.