Diddi S V Kamaleshwar
@diddisvkamaleshwar
I am a customer-focused BPO professional in technical support and fraud prevention.
IndiaWhat I'm looking for
I am a customer-focused BPO professional with over eight years' experience in international voice processes, technical support, and customer service. At ADP I converted 35% of leads, helped reduce the sales cycle by 20%, and boosted product bundle uptake by 40% using data-driven pitches.
As a Sr. Fraud Specialist at HSBC I implemented fraud monitoring and early-warning alerts that reduced fraudulent activity while ensuring AML/KYC compliance, and in technical support roles I resolved 50+ tickets daily with ~90% first-contact resolution and maintained 90+ CSAT. I bring a pragmatic, data-oriented approach to problem solving and a commitment to customer satisfaction and continuous learning.
Experience
Work history, roles, and key accomplishments
Customer Service Analyst
ADP
Aug 2024 - May 2025 (9 months)
Converted 35% of leads via outbound calls and emails, collaborated with marketing to reduce the sales cycle by 20% and increased product bundle uptake by 40%. Managed inventory and visual merchandising to boost foot traffic by 10%.
Sr. Fraud Specialist
HSBC
Jan 2023 - Jan 2024 (1 year)
Investigated suspicious transactions and customer behaviors to identify and prevent fraudulent activity and implemented fraud monitoring and early-warning alerts that reduced incidents. Ensured compliance with AML, KYC, and reporting standards and supported cross-departmental anti-fraud training.
Technical Support Associate
Wipro
Jan 2021 - Jan 2022 (1 year)
Provided Tier 1 and 2 support via chat, email, and phone, resolving 50+ daily tickets with a 90% first-contact resolution rate. Diagnosed OS and network issues and delivered remote troubleshooting to maintain service SLAs.
Digital Interaction Executive
24]7.ai
Jan 2020 - Jan 2021 (1 year)
Resolved hardware and software issues on Windows and Apple desktops and provided remote support for printers and OS configurations to ensure smooth digital interactions. Managed customer communications across chat and email channels.
Technical Support Representative
Sykes
Jan 2018 - Jan 2019 (1 year)
Handled 60+ daily support cases for AT&T customers, achieving ~90% first-call resolution and maintaining 90+ CSAT. Diagnosed networking, hardware, and software issues through remote troubleshooting.
Ground Staff
IndiGo Airlines
Jan 2014 - Jan 2016 (2 years)
Assisted passengers at boarding gates and on ramps, acted as Ramp Skipper to ensure safety and timely departures, and used Sabre and Amadeus systems for check-ins and bookings. Maintained operational compliance and passenger service standards.
Education
Degrees, certifications, and relevant coursework
AUAnnamalai University
Bachelor of Hotel Management, Hotel Management
2011 - 2014
Completed Bachelor's in Hotel Management at Annamalai University from 2011 to 2014.
Avalon Academy
Diploma in Aviation Management and Customer Care, Aviation Management
2010 - 2011
Diploma in Aviation Management and Customer Care from Avalon Academy completed in 2010–2011.
Flying Cats
Certification in Aviation (Cabin Crew & Ground Handling), Aviation
2009 - 2010
Certification in Aviation (Cabin Crew & Ground Handling) from Flying Cats, Vizag completed in 2009–2010.
Availability
Location
IndiaAuthorized to work in
Job categories
Skills
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