Prathibha Gowda

I am a Senior Complaint Analyst with extensive experience handling servicing-related complaints for the US market, focused on prepaid products, gift cards and traveler's checks. I resolve complex escalations through detailed investigation and remediation.

Earlier I worked as a Customer Care Professional and Senior Quality Analyst, taking international calls for the US, UK and Canada markets, providing technical support, upselling, and auditing calls for quality improvement. I have experience in call auditing, remote session reviews, and sharing actionable feedback to improve agent performance.

I have coached and trained new hires during OJT, led teams, and managed a group of 15 people while coordinating calibrations and cross-functional interactions with Risk, Disputes and Credit Bureau teams. I have been recognized with top performer and rising star awards for consistent performance and process excellence.

I am collaborative and process-focused, consistently raising early warnings to prevent recurring defects and submitting process improvement ideas to accelerate resolutions and improve customer experience.