Saketh Vangaveeti

Project : Trust and Safety - Risk Team (Google)

Roles and Responsibilities:

Would play a SME/Lead role

• Audit cases, do root cause analysis / source investigation, scrub cases, conduct team huddles, product specific , geo specific updates, and contribute to process improvement and ensure error free documentation of cases routing, testing of the product knowledge post the feedback
• Supports Product scripts , database handling, content creation [ Tech]
• Areas of Responsibilities: i)Stakeholder/Business Management:
• Update trackers, Create/Update tickets, update required applications & tools and keep TL informed of new issues
• Use Email and CRM tool, provide Quality Monitoring, First level escalations
• Team huddles, Knowledge base updates and Process Improvements
• Prepare meaningful reports in context to the audits, training etc
• Ideate and implement process improvement projects Process Improvements and Adherence
• Ensure process guidelines are followed and met as documented
• Adhere to shift handover process
• Quality Monitoring
• Be responsible for the process improvement ideas on productivity, accuracy & turnaround time Project Control, Management and Review / Program delivery
• Raise process related issues on time with process lead and team lead
• Resolve process related queries and expedite on data requests
• Record data relating to production statistics, end-user related notes, etc as appropriate
• Contribute towards creation of knowledge updates & stay updated with process knowledge / changes
• Perform root cause analysis on the errors made by the team members Customer Relationship Management
• Provide information, educate customer, troubleshoot, probe and fix issues
• Follow up on Waiting/Open issues, feedback and coaching
• Conduct Quality audits and review of teams’ performance People/Team
• Design and implement training and knowledge sharing sessions – New hire, re-training, process improvement and updates
• Potential seed resources for staffing new engagements
• Buddy with PEs & SPEs and help them to achieve their personal and organizational requirements
• Manage break schedule for the team
• Communicate and manage transport delays
• Conduct Huddles and Team meetings
• Contribute to and participate proactively in knowledge sharing sessions
• Participate and contribute to organizational activities
• Conduct refresher training
• Collate team performance data for reporting purposes as and when requested by Process and Team Lead
• In the absence of the PL and TL, perform the following tasks when assigned:
• Handle escalation calls
• Manage service levels on a day-to-day basis
• Provide coaching and feedback for improvement ii)Personal Excellence:
• Meet/Exceed targets set within the key research activities(Talent Research & Data Management) and ensure exceptional viability rate when it comes submission of resumes
• Be an exceptional team player when it comes to knowledge sharing, training, people development and reporting
• Participate in special projects/recruiting initiatives including assessment of best practices in research techniques and manage individual projects, and act as a guide to drive research for the project and be a POC for any operational updates
• Prepared proposal documentation and specifications based on user analytics.

• Assisting Clients in queries relating to Individual Tax Returns Federal (1040 & 1040NR), States and City Tax Returns
• W4 guidance to clients
• Assigned the responsibilities of E-Filing & Paper-Filing of Individual Income Tax Returns
• Filing Extensions as per the Client requirements
• FATCA Compliance and its related Advisory services
• Co-ordinating and maintaining good relationship with team
• Good knowledge on Incomes, Adjustments and Credits
• Furnished taxpayers with sufficient information and advice to facilitate correct tax form completion.

Project : Trust & Safety

Wallet is a digital payment service from, that is designed to securely store customer’s credit and debit card information in order to simplify online purchases

• With Google Wallet we can shop and save in with all our loyalty and offers in one place
• Send money to any friend in the US with an email address while on-the-go
• It’s easy, fast, and free to send directly from your bank account or Wallet Balance
• You can instantly spend the money received, in stores or withdraw from ATMs with the Google Wallet Card
• Roles and Responsibilities:
• To logically understand with various signals of customer’s account and to distinguish it from genuine and fraud
• Diverse responsibilities in peer to peer service of Google wallet customer account review and approve transactions by working on Customer Investigation Tool(CIT)
• Distinguishing Genuine and fraud or Hijacked wallet account of the customer, To detect fraud rings and stop them to avoid chargeback’s
• Investigate the history of Customer previous transaction’s made using Google Wallet
• Developed short-term goals and long-term strategic plans to improve risk control and mitigation.