Navneeta Banapuram

• Company Overview: CurrentBody is a company specializing in beauty and health technology products
• They offer a range of innovative, at-home devices designed to improve skin health, appearance, and overall well-being
• Their product line includes LED light therapy masks, radio frequency devices, and other advanced skincare tools aimed at providing professional-grade treatments from the comfort of home

Roles & Responsibilities:

• Courier Coordination & Parcel Investigation: Managed interactions with third-party courier partners to resolve delivery issues, including liaising on lost parcels and initiating investigations to trace shipments. Ensured timely follow-up and communication with customers regarding the status of their orders.
• Product Inventory & SKU Management: Demonstrated a strong understanding of the product catalog, including SKUs, availability, and stock levels within the warehouse. Provided customers with accurate information regarding product availability and lead times.
• RMA & Return Process Management: Oversaw the Return Merchandise Authorization (RMA) process, providing customers with clear instructions on how to return items. Sent return labels and facilitated smooth return transactions, ensuring compliance with company policies.
• Tax & Compliance Handling: Worked with the finance team to apply appropriate tax rules based on the customer's country of residence, ensuring accurate tax rates were applied to orders in line with local regulations.
• Customer Support & Issue Resolution: Delivered high-level customer service through various communication channels, including phone, email, and live chat. Handled complex queries and concerns, offering timely resolutions to ensure customer satisfaction and retention.
• Order Processing & Updates: Processed customer orders, tracked deliveries, and provided regular status updates, ensuring a seamless customer experience from purchase to delivery.
• Cross-Departmental Collaboration: Collaborated with the warehouse, logistics, and finance teams to ensure smooth order fulfillment, accurate inventory management, and timely resolution of any issues related to shipping or returns.

• Company Overview: WorkLLama is a total talent acquisition and engagement suite
• Harness the power of AI with a complete suite of applicant tracking system (ATS), talent relationship management (TRM), and direct sourcing tools to create a community of highly engaged talent for all hiring needs

Roles & Responsibilities:

• Client Solutions & Consultations: Collaborated with clients to understand their specific needs and provided tailored solutions using WorkLLama’s platform. Delivered consulting services, guiding clients through implementation processes, and configuring the system to meet their business requirements.
• Technical Support & Troubleshooting: Offered technical assistance to clients by troubleshooting issues, providing step-by-step solutions, and ensuring smooth usage of the platform. This involved analyzing system logs and working closely with development teams to resolve any software-related issues.
• Data Analysis & Reporting: Utilized Python to automate tasks, process data, and create custom reports for clients. Used basic SQL queries to retrieve and manipulate data from the database, providing insights and reporting on key metrics, including system usage and performance.
• Jira Project Management: Managed client issues and product enhancements through Jira, ensuring tasks were properly tracked, prioritized, and completed within timelines. Coordinated with development teams to address client requirements and resolve any technical bugs or issues.
• Solution Design & Customization: Designed and configured custom workflows and automation rules within the WorkLLama platform to meet client-specific requirements. Developed system enhancements using Python for automating routine processes and improving efficiency.
• Client Onboarding & Training: Led client onboarding sessions, providing training on platform features, best practices, and data management. Ensured clients were equipped to use the platform effectively to achieve their business goals.
• Collaboration & Cross-Functional Support: Worked closely with Sales, Development, and Customer Success teams to ensure solutions were aligned with client needs. Provided ongoing support and acted as a liaison between clients and internal teams to enhance the user experience.
• Documentation & Knowledge Sharing: Created and maintained documentation related to system configurations, client solutions, and best practices. Contributed to knowledge sharing within the team to streamline problem-solving and ensure consistency in client deliverables.

Company Overview: Copart, Inc Or simply Copart is a global provider of online vehicle auction and remarketing services to automotive resellers such as insurance, rental car, fleet and finance companies in 11 countries: US, Canada, UK, Germany, Ireland, Brazil, Spain, Dubai, Bahrain, Oman and Finland

Roles & Responsibilities:

• State Licensing Guidance: Provided expert assistance to members by explaining the specific state licensing requirements for vehicle auctions and purchases. Ensured that members understood the necessary documentation and compliance needed to engage in transactions.
• License Status Verification: Verified the status of members' state licenses by contacting relevant state officials via phone, confirming their validity, and ensuring compliance with regional regulations. Addressed any discrepancies or issues with licensing status promptly.
• Customer Support & Issue Resolution: Acted as the primary point of contact for members’ inquiries, addressing concerns related to account status, licensing issues, and auction participation. Delivered clear, concise, and helpful information to resolve issues effectively.
• Communication & Documentation: Maintained detailed records of communications with state officials and members, ensuring that license statuses and requirements were accurately documented in the system. Provided timely follow-up and updates to members regarding their licensing status.
• Compliance & Regulatory Support: Assisted members in navigating the legal and regulatory requirements of participating in vehicle auctions across different US states, ensuring that they remained compliant with Copart’s policies and state laws.
• Collaboration with Internal Teams: Worked closely with the legal and operations teams to escalate issues and ensure a smooth resolution for members with complex licensing or regulatory problems. Provided feedback on licensing trends to help improve processes.
• Training & Knowledge Sharing: Contributed to training new customer support team members by sharing knowledge of state-specific licensing regulations and best practices for handling inquiries. Assisted in creating internal documentation and guides to streamline processes.
• Member Education: Educated members about the importance of maintaining up-to-date licensing and the implications of license status on their ability to participate in auctions. Ensured members had the right tools to manage their accounts and licenses effectively.

Company Overview: PTW is a boutique games services company with 35 offices in 11 countries worldwide

Roles & Responsibilities:

• Email-Based Technical Support: Provided prompt, professional, and detailed technical assistance to gamers via email, addressing issues related to gameplay, account management, in-game features, and software bugs. Ensured clear and easy-to-follow solutions for players of all experience levels.
• Troubleshooting & Issue Resolution: Diagnosed technical problems reported by users, offering step-by-step solutions to resolve issues such as connectivity problems, installation errors, and gameplay glitches. Collaborated with development teams for unresolved or more complex technical challenges.
• Escalation & Collaboration: Worked closely with cross-functional teams, including game developers, QA, and customer support, to escalate unresolved issues or track recurring problems. Documented detailed issue reports and provided updates on resolutions to ensure quick turnaround times.
• Product Knowledge & Updates: Maintained up-to-date knowledge of game features, systems, and patches to provide accurate support. Assisted players in understanding and utilizing game updates, changes in mechanics, and new content, ensuring a seamless gaming experience.
• User Feedback & Reporting: Collected feedback from users about game performance and technical concerns, compiling data and sharing it with relevant teams for potential improvements. Helped identify trends or common issues that needed to be addressed in future updates or patches.
• Account Management Support: Assisted users with account-related inquiries, including password resets, login issues, and profile management, ensuring secure and efficient handling of personal information.
• Documentation & Knowledge Base: Contributed to the creation and updating of internal knowledge base articles, FAQs, and troubleshooting guides, enabling players to solve common problems independently and improving overall response efficiency.
• Performance Monitoring & Quality Assurance: Regularly monitored performance metrics to ensure high-quality responses and consistent resolution of issues. Worked with the team to improve response times and the overall quality of email support.
• Customer Satisfaction & Retention: Focused on delivering high levels of customer satisfaction by providing clear, effective, and empathetic support. Aimed to reduce player frustration by resolving issues efficiently and enhancing the overall user experience.

• Company Overview: Amazon.com, Inc Is an American multinational technology company based in Seattle, Washington, which focuses on e-commerce, cloud computing, digital streaming, and artificial intelligence
• Develop strong customer relationships and will be responsible to resolve queries of customers through e-mail and chat within the assigned TAT
• Develop professional relationships with ongoing customers through excellent customer service
• Follow up with callers on complaint and/or question resolution status
• Collaborate with immediate team, other customer service teams, and other company departments to ensure overall customer and product satisfaction
• Supported customer satisfaction, addressing escalated complaints with diplomacy and acknowledgment
• Maintained outstanding customer relationships by going extra mile to assist with needs and revolve queries
• Resolved customer queries over phone/email/ chat

• Company Overview: Sutherland is a business process transformation company that rethinks & rebuilds business processes for the digital age
• Investigated and resolved service issues and product problems
• Managed customers' database accounts, performed customer verification and processed applications, orders and requests
• Worked with administration: forwarded requests and unresolved issues to the designated resource by communicating and coordinating with internal departments
• Kept records of customer interactions and actions taken, including - transactions, comments, inquiries and complaints
• Supplied customers with written responses and information and followed up on customer communications
• Dealt with complex complaints and angry customers professionally and politely, resolving issues with favorable solutions
• Maintained excellent customer satisfaction by offering friendly, helpful and informative customer service
• Identified problem areas for customer care department and presented ideas for improvement