Balaji Erri

Role and Responsibility:

· Handling queries and escalations for customers pertaining to their PayPal Account.

· Providing resolution of queries related to SSP, Limitation and Disputes&Claims.

· Well-developed sense of urgency and follow-through.

. Strong Product knowledge about Limitations process and other queues.

· Strong working knowledge of internal systems & software (PET, Kana, Compass, Intranet, Admin Tools, Attack)

. Has been part of an exclusive queue for a period to handle the ICA/Escalation chats.

• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Provided primary customer support to internal and external customers.
• Planned and conducted financial and organized crimes investigations.
• Carefully documented statements, observations and evidentiary materials.
• Conducted KYC formality reports on questionable accounts and transactions.
• Supported KYC processes for prospective and existing customers.
• Prepared high-risk reviews with results and recommendations for customer onboarding, closure and retention.
• Improved understanding of financial statements, which helped in assessing risk.

• Preserved revenue streams by utilizing strong communication and negotiation skills, offering refunds as last resort to maintain customer satisfaction.
• Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
• Collaborated with store management and program leadership to suggest actionable improvements and corrective action plans.
• Provided basic technical support for clients on wide range of Food company products.

• Delivered high level of assistance by locating products and checking store system for merchandise at other sites.
• Engaged with customers to effectively build rapport and lasting relationships.
• Maintained customer satisfaction while handling product returns quickly and professionally.