Sai Surya
@saisurya2
I protect platform safety and resolve customer issues across digital channels.
IndiaWhat I'm looking for
I've moderated high volumes of text, image, and video content at Genpact, applying community guidelines, escalating edge cases, and identifying emerging platform risks through moderation analytics.
Across Tech Mahindra, Patra India, and Concentrix, I've resolved customer and insurance operations cases through chat and email, improved first-contact resolution, and maintained quality, SLA, and compliance standards in remote-ready environments.
Experience
Work history, roles, and key accomplishments
Delivered end-to-end customer support across chat and email channels, maintaining high CSAT scores while adhering to SLA targets. Owned the full case resolution lifecycle and contributed process-improvement suggestions to team leads.
Reviewed and moderated high volumes of user-generated content, detecting policy violations and harmful material. Applied editorial judgment on borderline content and collaborated with Trust & Safety teams to flag emerging risks.
Managed insurance claims denials and rejections with high accuracy, documenting actions in billing summary notes. Liaised with insurance carriers via email and triaged incoming email queues to ensure compliance and quality standards.
Handled customer inquiries via in-app chat and email, providing accurate product/service information and resolving issues within first contact where possible. Built rapport with customers through empathetic, professional written communication.
Education
Degrees, certifications, and relevant coursework
Andhra University
Bachelor of Science, Science
Bachelor of Science degree from Andhra University, Visakhapatnam, completed in May 2019.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Job categories
Skills
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