Summary
Overview
Work History
Education
Skills
Timeline
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Swetha Danturi

MEDCHAL - MALKAJGIRI

Summary

Dynamic Product Support Specialist with proven expertise in FastSpring platform support and payment gateway integration. Recognized for enhancing customer satisfaction through effective communication and problem-solving skills. Successfully managed complex inquiries and escalated issues, contributing to improved operational efficiency and streamlined support processes. Committed to delivering exceptional service and fostering cross-team collaboration.

Overview

8
8
years of professional experience

Work History

Product Support Specialist

Talentum Group
Hyderabad
05.2024 - Current
  • Provided advanced technical support for FastSpring’s global eCommerce platform, assisting buyers and sellers with issues related to subscriptions, payments, tax compliance, license delivery, and product access.
  • Acted as a key liaison through email-based communication, ensuring prompt, accurate, and customer-focused resolution of inquiries.
  • Handled complex support cases involving custom orders, tax-exempt processing, webhook troubleshooting, and manual or partial refunds, maintaining attention to detail and regulatory accuracy.
  • Collaborated cross-functionally with engineering, finance, and product teams to investigate issues, escalate JIRA tickets, and support product improvements.
  • Resolved payment gateway errors and transaction failures across multiple payment providers, ensuring seamless checkout experiences.
  • Conducted risk analysis and order decline investigations using Looker to trace transactions, identify fraud indicators, and support financial reporting.
  • Contributed to internal knowledge base documentation, promoting process efficiency, and empowering customer self-service.
  • Supported onboarding and technical integration for new sellers, guiding them through FastSpring’s platform capabilities.
  • Consistently maintained high Customer Satisfaction (CSAT) scores and met or exceeded First Response Time (FRT) and productivity KPIs.

International Voice Process - Customer Support Representative

Mellon Technologies
02.2022 - 02.2023
  • Delivered call support for U.S.-based clients, handling inquiries related to payments, disputes, chargebacks, and escalated calls.
  • Managed inbound calls regarding shifts, payments, shift rates, bonuses, and Gale app-related issues.
  • Assisted customers in resolving payment inquiries and missing payment requests.
  • Handled diverse inquiries efficiently via phone and email, ensuring high customer satisfaction.
  • Coordinated client schedules and ensured seamless follow-up to maintain client care.
  • Processed chargebacks and performed cash flow reporting, resolving issues independently.

Customer Service Representative

Well Health Hub
12.2016 - 11.2021
  • Provided administrative support, including data entry, appointment scheduling, and record-keeping, ensuring accuracy and efficiency.
  • Managed high-volume phone systems, delivering professional support to Australian clients.
  • Assisted in escalated calls and worked on back-end activities related to customer Medicare, private billings, and work covers.
  • Collected customer feedback and identified opportunities for process improvements.
  • Managed transactional tasks and ensured timely completion with high accuracy.
  • Handled customer complaints and offered solutions regarding policies and procedures.

Education

Master of Business Administration - Finance and Marketing

Osmania University
01.2012

Skills

  • Proficient in Salesforce and Zendesk for customer relationship and support ticket management
  • Skilled in payment gateway integration and webhook troubleshooting
  • Experienced in supporting SaaS and eCommerce platforms
  • Knowledgeable in license delivery and subscription lifecycle management
  • Capable of managing JIRA ticket escalations for efficient issue resolution
  • Proficient in Looker for interpreting customer and product data
  • Experienced in processing manual refunds and handling voided transactions
  • Strong background in email-based technical support and customer communication
  • Skilled in facilitating buyer-seller interactions and resolving disputes
  • Effective in risk resolution, addressing order declines, and managing fraud reviews
  • Committed to achieving first contact resolution wherever possible
  • Experienced in creating and maintaining knowledge base documentation
  • Proficient in escalation management and handling high-priority cases
  • Familiar with handling tax-exempt orders and providing related documentation support
  • Competent with CRM tools and helpdesk systems
  • Comfortable using Amazon and Google Workspace tools for business productivity
  • Experienced in using remote support platforms for troubleshooting and assistance
  • Strong communication, attention to detail, and problem-solving skills
  • Demonstrates empathy, patience, and effective time management
  • Collaborative and experienced in cross-functional coordination

Timeline

Product Support Specialist

Talentum Group
05.2024 - Current

International Voice Process - Customer Support Representative

Mellon Technologies
02.2022 - 02.2023

Customer Service Representative

Well Health Hub
12.2016 - 11.2021

Master of Business Administration - Finance and Marketing

Osmania University

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Swetha Danturi