Sai Sankar Poti
@saisankarpoti
Customer Operations Specialist improving CX through complaints resolution and leadership.
IndiaWhat I'm looking for
I’m a Customer Operations and Complaints Management professional with 5+ years of experience in customer support, escalation handling, and operational leadership within global service environments. I resolve 50+ customer cases daily, manage complex complaints, and improve customer satisfaction through effective issue resolution and process optimization.
I’m a recognized Subject Matter Expert (SME) and Floor Support Lead who coaches teams, supports escalations, and helps onboard new associates. I lead performance monitoring using KPIs, drive root cause analysis and process improvement, and partner with stakeholders to strengthen customer advocacy, operational reporting, and compliance & documentation.
Experience
Work history, roles, and key accomplishments
Resolved 50+ customer cases daily, including billing disputes and technical troubleshooting, ensuring timely complaint resolution and high service quality. Improved team quality scores by 15% through coaching and reduced customer escalations by 10% via proactive issue resolution; also supported escalations and onboarding as an SME/Floor Support Lead.
Senior Process Associate
Synergist Software Solutions Pvt Ltd
Jul 2019 - Sep 2022 (3 years 2 months)
Managed high-volume customer queries and complaints across chat, email, and social media, investigating and resolving product issues with accurate documentation. Escalated complex complaints to relevant teams and educated customers on products/services to reduce repeat complaints.
Education
Degrees, certifications, and relevant coursework
Government Polytechnic, Gajapati
Diploma in Mechanical Engineering, Mechanical Engineering
Completed a Diploma in Mechanical Engineering at Government Polytechnic, Gajapati (Odisha).
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Job categories
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