B V SHALINI PATNAIK
Hyderabad
Summary
5+ years of total experience in various fields like community operations, risk management, fraud investigations and customer support to drive top results. Devoted to giving every customer a positive and memorable experience.
Overview
5
5
years of professional experience
Work History
Business Process Delivery Associate
Accenture
Hyderabad
01.2022 - 01.2023
- Providing support to agents working based out of UK and other European countries and helped them resolve the users concerns. Support Channel - Chat.
- Recognize knowledge gaps and worked on SOP's Master policy, customer knowledge base management systems and developed Knowledge base for Tier - 1 Agents to reduce the AHT.
- Handled issues related to 47 Google products and launched New Deal process.
- Served as SME for 2 projects (Project Fi and Project New Deal) and mentored 3 batches for their smooth transition from training period to production.
Investigation Specialist - TRMS
Amazon.com Inc
Hyderabad
08.2020 - 07.2021
- Investigating customer's account (USA, CA, India, UK) and dealing with all the fraudulent activities that take place with respect to financial transactions.
- Using a wide range of internet and in-house tools to research transactions and gather date to make accurate decisions.
- Taking appropriate actions to identify and help minimize financial risk.
- Worked on a project including Gift cards Scam - India.
- Maintaining high levels of confidentiality and data security standards.
COE Specialist II - Community Operations
Uber India Research and Development
Hyderabad
12.2018 - 07.2020
- Providing world class support to customers Recognize knowledge gaps and working on SOP's Master policy, customer knowledge base and management systems.
- Handled critical cases (Social Media Escalations, Accidents, Assaults, Theft etc.) in a manner that protected Uber's brand.
- Worked on various other projects including Recruitment, Uber Eats, Quality Auditing (Community Operations - Work Quality), Manual Fraud Investigation.
- Served as SME for Uber Eats projects and mentored 2 batches for their smooth transition from training period to production.
Customer Support Representative
Amazon.com Inc
Hyderabad
10.2017 - 11.2018
- Maintain excellent interpersonal skills and professionalism while delivering best in class customer support experience.
- Provide guidance through the online ordering process via phone, email and online chat.
Education
Bachelor of Pharmacy - Pharmacy
Geethanjali College of Pharmacy
Hyderabad06-2017
Skills
- MS Office
- Safety Management
- Time Management
- Communication
- Team work
- Mentoring
- Quality
- SME support
- Crisis Management
- Brand Safety
- People Management
- Risk Support
- Community Operations
- Decision Making
- Floor Support
- Customer Relationship Management
- Investigation and Analysis
- Domestic and International calling
Accomplishments
- RON WESLEY AWARD, GOLDEN HAMMER, SILVER SHIELD, SUPER STAR OF THE MONTH AND BEST NEW HIRE AWARDS
PROJECTS
- KAIZEN PROJECT - AMAZON
Worked with US Tax Business team and helped them analyze the process gaps and worked with them to have SOP in place. - UBER EATS PROJECT
Helped solve basic customer queries regarding food delivery and food quality. - Served as an SME and also as link between agents and quality team. Worked with core team to fill process gaps and ensured work done had 100% quality.
- QUALITY AUDIT PROJECT - UBER
As a part pilot inbound safety calling team, and with no quality auditor in place took the responsibility of auditing the calls handled by safety team and provided feedback giving room for development to ensure customer satisfaction.
Languages
English
First Language
Hindi
Proficient (C2)
C2
Telugu
Proficient (C2)
C2
Timeline
Business Process Delivery Associate
Accenture
01.2022 - 01.2023
Investigation Specialist - TRMS
Amazon.com Inc
08.2020 - 07.2021
COE Specialist II - Community Operations
Uber India Research and Development
12.2018 - 07.2020
Customer Support Representative
Amazon.com Inc
10.2017 - 11.2018
Bachelor of Pharmacy - Pharmacy
Geethanjali College of Pharmacy
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