Summary
Overview
Work History
Education
Skills
Accomplishments
Software
Timeline
Generic

Venu Kammara

Executive Escalations Specialist 1 (Legal)
Bengaluru

Summary

Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.

Overview

10
10
years of professional experience

Work History

Executive Escalations Specialist (Legal)

PayPal
03.2021 - Current
  • Collaborated with cross-functional teams to achieve project goals on time and within budget.
  • Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.
  • Followed all company policies and procedures to deliver quality work.
  • Championed the adoption of new software tools that streamlined workflows across multiple departments.
  • Legal Support and Resolution: Aided the legal queue in providing final resolutions to Temporary Restraining Orders, U.S. Uniform Commercial Code, Liens, and Notice of Disputes.
  • Implemented new training programs for staff, leading to higher employee retention rates and better overall performance.
  • Improved team collaboration by initiating regular strategy meetings.
  • Developed training materials to enhance staff proficiency and productivity.

Global Lead Mentor

PayPal
09.2020 - 03.2021
  • Navigated challenging situations with empathy and professionalism, fostering trust between all parties involved in the mentorship process.
  • Designed tailored mentoring plans to meet individual needs, resulting in improved outcomes for all participants.
  • Innovative Learning Methods: Leveraged different learning methods and channels (e-learning, discussion boards, APS simulation, and virtual instructor-led training) to drive learning across several cross-skill and upskill batches.
  • Analyzed data from completed mentorships to identify trends or areas where additional support was needed, refining processes accordingly for future cohorts.
  • Regularly assessed progress and provided feedback to support continued development.

Dispute and Claims Specialist

PayPal
11.2018 - 03.2021
  • Provided exceptional customer service during stressful situations by offering empathy and support while resolving issues efficiently.
  • Managed Complex Dispute Resolution: Efficiently handled high-volume, complex dispute cases, ensuring swift and fair resolution in compliance with PayPal's policies and regulatory requirements.
  • Regulatory Compliance: Maintained up-to-date knowledge of relevant regulations and ensured all actions were compliant with these standards.
  • Policy and Procedure Adherence: Ensured all dispute resolutions were in strict accordance with internal policies and external regulatory standards, maintaining high levels of accuracy and compliance.
  • Data Analysis and Reporting: Analyzed trends and patterns in dispute cases to identify root causes, providing insights for process improvements and enhanced fraud detection.
  • Training and Development: Trained and mentored junior team members on best practices in dispute resolution, contributing to a knowledgeable and efficient team environment.
  • Conducted detailed investigations into suspicious claims, successfully identifying and addressing fraudulent activities.

Assistant Team Lead, Senior-E Service Associate

Hi Power Support Center Pvt Ltd
04.2016 - 11.2018
  • Implemented process improvements to reduce errors and increase overall efficiency.
  • Promoted a positive work environment by fostering teamwork and open communication among team members.
  • Supervised 8-10 coworkers.
  • Streamlined team workflow by optimizing task delegation and time management strategies.
  • Managed team workload to reach targets for specific tasks.
  • Mentored junior team members for increased skill development and career growth.
  • Facilitated training for associates through daily coaching and regular performance appraisals.
  • Worked with customer service to handle escalated customer issues.
  • Given feedback on new champions, balance changes, and new gameplay features.

Customer Service Subject Matter Expert, ATL

Coraza Technologies Pvt. Ltd.
07.2015 - 04.2016
  • Analyzed customer feedback data to identify trends and opportunities for process improvement initiatives.
  • Mentored new hires, providing guidance on best practices, company policies, and exceptional customer service techniques.
  • Actively participated in interdepartmental meetings, representing the voice of the customer service function while collaborating with other departments on strategic initiatives.
  • Increased first-contact resolution rates through proactive problem-solving and clear communication strategies.
  • Developed and implemented training programs to increase team knowledge and performance in handling customer inquiries.
  • Trained new personnel regarding company operations, policies and services.
  • Implemented and developed customer service training processes.
  • Increased efficiency and team productivity by promoting operational best practices.

Customer Service Associate

Hinduja Global Solutions
07.2014 - 07.2015
  • Handled customer complaints professionally, resulting in satisfactory outcomes and positive feedback.
  • Maintained a high level of product knowledge, providing accurate information to customers.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Enhanced customer satisfaction by effectively addressing inquiries and resolving issues.
  • Increased efficiency and performance by monitoring team member productivity and providing feedback.

Education

Cambridge Institute of Technology
Bengaluru, India
01.2024 -

Skills

Customer Relations

Quality Assurance

Root Cause Analysis

Expert Problem Solving

Management collaboration

Time Management

Problem-Solving

Decision-Making

Adaptability and Flexibility

Team Collaboration

Team building

Accomplishments

• Documented and resolved over 600 critical cases which led to retain the high paid customers.

• Received a Spot Award for contribution towards Disputes in Q1 & Q2- 2020.

• Received a recognition for best in queue (Disputes) in Q2 and Q3- 2020.

• Received a Spot Award for contribution towards Limitations in Q1 & Q2- 2021.

• Received a TL Recommendation Award in Q1-2022.

Software

CS Compass

CS Compass

Admin Tools

Athene

MS tools

Cassini Mars

Cassini Earth

Zendesk

Help Shift

Timeline

Cambridge Institute of Technology
01.2024 -

Executive Escalations Specialist (Legal)

PayPal
03.2021 - Current

Global Lead Mentor

PayPal
09.2020 - 03.2021

Dispute and Claims Specialist

PayPal
11.2018 - 03.2021

Assistant Team Lead, Senior-E Service Associate

Hi Power Support Center Pvt Ltd
04.2016 - 11.2018

Customer Service Subject Matter Expert, ATL

Coraza Technologies Pvt. Ltd.
07.2015 - 04.2016

Customer Service Associate

Hinduja Global Solutions
07.2014 - 07.2015

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Venu KammaraExecutive Escalations Specialist 1 (Legal)