SHARAN VANJARI

• Work at flutter is divided into 3 categories

1) Working on Live tool to help customers on various reasons some of them include account queries, bet settlements, withdrawals and ticketing escalations when required according to the reason.

2) Working on sales force (SF) ticketing platform - To track the tickets and acknowledging the status once finishing, The main objective is to make sure the documents are to be precisely verified and accepting them according to the required parameters.

3) Verifying the documents - My job is to ensure to check the documents received are intact with the requirements and raising to the further teams if documents are forged.

• Recognized patterns in customer inquiries, suggesting relevant updates to company''s FAQs section on website to reduce future tickets volume.
• Handled escalated cases skillfully by collaborating with other departments and utilizing available resources to reach agreeable resolutions.
• Provided personalized support experiences by actively listening to customers'' needs and offering tailored solutions.
• Participated in regular training sessions to stay up-to-date on industry developments and emerging trends related to support practices.
• Maintained detailed records of customer interactions, allowing for better tracking of trends and improvements in service delivery.
• Contributed to the development of a new training program for incoming Customer Support Advisors, improving onboarding experience.

• I worked in domestic process for 2017-2019
• As a Customer Service associate at Amazon B2B, I utilized a trouble ticketing tool to address and escalate business customers' issues, ensuring their satisfaction. My responsibilities also included registering new businesses on AmazonBusiness.in, verifying their licenses and details, and resolving issues through calls and emails, providing refunds and coupons as needed. Additionally, I coordinated with transport and on-ground business representatives to facilitate smooth delivery, escalated and followed up on GST invoice and tax issues, and supported new hires with process knowledge to maintain service levels and assist cross-functional teams during challenging periods.
• From year 2019 I joined Amazon international process where in used to support the USA&Canadian customer with the retail queries.
• From year 2020 - 2022 worked on Account change for USA&Canadian customers
• The main objective is to make sure the accounts are intact if there are any fraudulent activity to make sure the accounts are deeply verified and helping customers.