Nov 2021 – Feb 2024 · 2 yrs 3 mos · Hyderabad, Telangana, India · Hybrid

• Provided frontline support for Google users by resolving product, policy, and account-related concerns.
• Delivered timely and empathetic support across multiple Google products, ensuring a seamless user experience.
• Assisted users with technical troubleshooting, account recovery, and product guidance.
• Acted as the voice of the customer, escalating critical feedback and identifying trends to improve workflows.
• Maintained high CSAT scores through clear communication and proactive problem-solving.

Dec 2020 – Sep 2021 · 9 mos · Hyderabad, Telangana, India

• Handled transaction risk investigations involving fraud detection, high-value orders, and suspicious account activity.
• Investigated potentially fraudulent transactions and bulk purchases to prevent revenue loss.
• Verified buyer identity and purchase intent for high-value items to ensure authenticity.
• Collaborated with internal fraud prevention teams and used risk analysis tools to detect patterns and anomalies.
• Ensured a secure and trustworthy shopping experience by maintaining compliance with Amazon’s transaction policies.

Nov 2019 – Dec 2020 · 1 yr 1 mo · Vishakhapatnam, Andhra Pradesh, India

• Resolved rider and driver queries on payments, trip issues, safety concerns, and misconduct with empathy and efficiency.
• Handled high-stress cases involving theft, harassment, or altercations while maintaining service quality.
• Part of the pilot batch during Uber’s launch; helped define KPIs, supported new hires, and created onboarding documentation.
• Managed queues, reduced AHT, and mentored agents to meet quality standards.
• Contributed to Uber Eats rollout by onboarding restaurants and building digital menus.

Oct 2017 – Nov 2019 · 2 yrs 1 mo · Visakhapatnam, Andhra Pradesh, India · On-site

• Promoted from Customer Support Associate to Senior Associate for consistently exceeding performance and quality benchmarks.
• Delivered comprehensive assistance to customers regarding new life insurance policies, premium payments, fund values, policy benefits, and claims process.
• Effectively managed irate and distressed customers with empathy and professionalism, ensuring conflict resolution and improved customer satisfaction.
• Provided end-to-end support for claim intimation, documentation, and status updates, streamlining the customer journey.
• Maintained thorough knowledge of HDFC Life Insurance products and systems to provide accurate and timely information.
• Handled escalated queries with tact, contributing to higher customer retention and positive feedback.
• Mentored new team members on policy knowledge, customer interaction strategies, and CRM tools.
• Achieved and maintained top KPIs including First Call Resolution (FCR), Average Handling Time (AHT), and CSAT.