Open to opportunities

Nirmala Rao

@nirmalarao

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Customer support professional with expertise in operations and fraud risk.

India

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What I'm looking for

I am looking for a role that allows me to leverage my customer support skills in a dynamic environment, focusing on team collaboration and continuous improvement.

I am a dedicated customer support professional with a strong background in operations and fraud risk management. My experience spans several roles, including my recent position as a Merchant Support Associate at Shipbob, where I served as the primary point of contact for merchant clients. I am committed to delivering exceptional customer satisfaction by addressing inquiries and enhancing the client experience through effective communication and problem-solving.

Previously, I worked as an Operations Specialist at Uber, where I identified potential fraud patterns and managed sensitive incidents. My ability to analyze large volumes of data and communicate effectively with cross-functional teams has been instrumental in driving improvements and ensuring a consistent customer experience. I thrive in agile environments and am passionate about maximizing team productivity through motivation and training.

Experience

Work history, roles, and key accomplishments

Merchant Support Associate

Shipbob

Jul 2023 - Dec 2023 (5 months)

Served as the primary point of contact for merchant clients, providing timely and professional assistance via email, phone, and chat. Focused on delivering high customer satisfaction by addressing inquiries, resolving issues, and guiding platform usage.

Customer Support Email Support Chat Support Phone Support Customer Satisfaction Platform Guidance

Operations Specialist

Uber

Sep 2016 - Feb 2019 (2 years 5 months)

Identified potential fraud patterns and verified fraudulent accounts globally as a Fraud Risk Specialist. Tested beta applications of Uber's Jira system and analyzed large volumes of data to identify specific patterns.

Fraud Detection Risk Management Data Analysis Jira Process Improvement Team Leadership

Escalation Specialist

Uber

Sep 2016 - Feb 2019 (2 years 5 months)

Managed sensitive Trust and Safety incidents that gained social media attention. Collaborated closely with customers and stakeholders to ensure a consistent experience.

Incident Management Stakeholder Management Customer Relations Mentoring Standard Operating Procedures

Seller Support Associate

Amazon

Jan 2015 - Mar 2016 (1 year 2 months)

Provided live chat support for customers in India, demonstrating proven knowledge in troubleshooting product and digital services. Assisted users with various inquiries and technical issues.

Live Chat Support Technical Support Troubleshooting Product Support Digital Servicing Customer Service

Collaboration

IBM

Feb 2014 - Jan 2015 (11 months)

Collaborated with cross-functional teams, including product development, engineering, and other support teams. Escalated and resolved complex issues efficiently to ensure customer satisfaction.

Cross Functional Collaboration Product Development Engineering Support Customer Support Escalation Management

Education

Degrees, certifications, and relevant coursework

Sri Venkateshwara College of Fine Arts

Bachelor of Fine Arts, Applied Arts

Studied Applied Arts at Sri Venkateshwara College of Fine Arts, affiliated with Osmania University. Gained foundational knowledge and practical skills in various aspects of fine arts.