Srikanth Perumakuppam
@srikanthperumakuppam
I resolve complex e-commerce escalations while improving SLA, CSAT, and operational efficiency.
ZimbabweWhat I'm looking for
At AcuittyTech, I manage 50+ high-priority email and escalation tickets daily, resolving seller and customer disputes involving reimbursements, order investigations, and operational issues while maintaining strict SLA compliance.
I've supported international e-commerce clients through high-stakes email support, Root Cause Analysis, API troubleshooting, and Jira collaboration with Engineering teams. I also onboarded and trained 5+ team members, identified recurring escalation trends, and used AI-driven support tools to improve response efficiency, communication quality, and repeat-issue volume.
Experience
Work history, roles, and key accomplishments
Manage 50+ high-priority email and escalation tickets daily while maintaining strict SLA compliance.
Handle seller and customer disputes related to reimbursements, order investigations, and operational escalations with high accuracy.
Maintain consistently high CSAT scores through professional communication, troubleshooting, and timely issue resolution.
Perform Root Cause Analysis (RCA) on recur
Customer & Partner Support Specialist | Escalation Manager International E-commerce | 3+ Years Experience Results-driven Customer and Partner Support Specialist with 3+ years of experience in international e-commerce, specializing in high-stakes email support for global enterprise clients. Proven expertise in managing escalations, ensuring strict SLA compliance, and delivering exceptional CSAT sco
Education
Degrees, certifications, and relevant coursework
Krishna Chaitanya Institute of Science & Technology
Master of Computer Applications, Computer Software Engineering
2017 - 2021
Pursued a Master of Computer Applications with a focus on computer software engineering.
Krishna Chaitanya Institute of Science & Technology, Kakatur
Master of Computer Applications - MCA, Computer Software Engineering
2017 - 2021
Tech stack
Software and tools used professionally
Availability
Location
ZimbabweAuthorized to work in
Job categories
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