SANDHYA METTAKADAPA

Easing the delivery process by improving the accuracy of data used for optimizing the last mile process. Also
giving support to address resolution, geocode correction maps edits, driver support and static route
management in Last Mile along with other operational issues and activities related to Transportation process
and optimization. Identifying patterns emerging in the audits and contributing to process improvement.
 Handling the onboarding of new hires.
 Tracking the performance of individuals and providing reports to stakeholders for evaluation.
 Achieved Top-Tier performance metrics while effectively handling all the adhoc tasks.
 Managing high priority ‘LOCKER’ usecase singlehandedly for the team.
 Pointed out 3 major issues of Geostudio through internal audit that led to the implementation of an
added plugin in Geostudio. This resulted in an increase of overall team quality from 98% to 99.6% and
a decrease in AHT of tasks from 6 minutes to 5.2 minutes.

Responded to customer inquiries and provided technical support via email and chat.

Identified and diagnosed technical issues reported by customers and guided them through the appropriate troubleshooting steps to resolve the problem.

Escalated complex issues to the appropriate team or senior support staff when necessary.

Documented and tracked customer issues in a ticketing system, ensuring accurate and detailed records are maintained throughout the support process.

Collaborated with cross-functional teams, including product development and quality assurance, to address and resolve recurring technical issues.

Stay up-to-date with the latest product knowledge and industry developments to provide accurate and timely assistance to customers.

Handled customer queries and provided the customers with effective troubleshooting support services for Nest Thermostat.

Assisted customers with more difficult technical issues requiring a greater level of personalized care and in greater length.

• Company Overview: Verifying the accounts for Google Payments in terms of Risk, Policy and Delinquency
• Observe customer transactions to identify fraudulent activity
• Verifying the accounts for Google Payments in terms of Risk, Policy and Delinquency
• Observe customer transactions to identify fraudulent activity
• Identify fraudulent transaction and cancel them from future processing
• Verifying the documents of the customer who appealed through email to release the status from suspension to active as detected by Risk Team
• We communicate with the clients through E-mails and Chat support to resolve the queries of the customers and handle escalations
• Analyze and resolve problems immediately to avoid further frauds by the Customers
• Verifying the accounts for Google Payments in terms of Risk, Policy and Delinquency
• Observe customer transactions to identify fraudulent activity