Sai Krishna Kollipara

Key Responsibilities & Achievements:

• KYC Verification & Compliance: Expert in verifying player legitimacy in alignment with regulatory standards, ensuring secure and compliant onboarding.
• Multi-Channel Support: Delivered high-quality customer assistance via chat and email, consistently meeting service level targets.
• Performance Excellence: Maintained 100% quality scores through effective task prioritization and strong work ethics. Recognized as an exceptional performer across multiple quarters.
• Tool Implementation & Testing: Collaborated with management to test and roll out new tools, including CDMS2 and LivePerson, contributing to smoother operational transitions.
• Training and Mentorship: Conducted extensive training sessions for new and existing agents across verification, poker, and cashier processes. Played a key role in onboarding and upskilling teams on new licenses and workflows.
• POC Leadership: Acted as a point of contact across all support and verification platforms, resolving agent queries, ensuring process adherence, and maintaining operational continuity during shifts.
• Cashier Operations Expertise: Hands-on experience in managing deposits, withdrawals, payment method blocks, and fraud investigations. Proficient in identifying suspicious activity and supporting anti-money laundering protocols.

Key Contributions and Achievements:

• Multi-Process Expertise: Successfully operated across seven distinct processes, demonstrating adaptability and deep domain knowledge. Served as Subject Matter Expert (SME) for 5 months, providing frontline guidance and support.
• Strategic Launch Participation: Played a pivotal role in the Go-site launch for the IN process in Kolkata, representing SME leadership, and ensuring seamless deployment.
• Training & Onboarding: Actively contributed to the training team, supporting onboarding and skill development for newly hired batches, enhancing team readiness and performance.
• Process Optimization (GEMBA): Engaged in the GEMBA process improvement initiative, identifying operational inefficiencies, and contributing to workflow enhancements.
• Consistent Top Performer: Recognized as one of the Top Performers of the Month for five consecutive months, reflecting sustained excellence and dedication.
• Global Marketplace Support: Delivered customer service across IN, USA, UK, and SG marketplaces via chat, email, and voice, ensuring high-quality resolution and customer satisfaction.