DINESH DINAKAR BABU DODDI

Client: WISE

Subject Matter Expert (SME):

• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Offered advice and assistance to customers, paying attention to special needs or wants. Cross-trained and provided backup support for organizational leadership.
• Trained new personnel regarding company operations, policies, and services. Increased efficiency and performance by monitoring team member productivity and providing feedback. Wise is a London based online money transfer service, we help customers with their queries related to transfers.
• Before handling the case we do the initial screening of the customer whether he/she is related to Sanctions, successfully verified or the transfer is related to any fraudulent activity.
• Was trained on UK-based screening process, ensuring that it doesn’t have any connection towards charitable institutions, etc., and checking that customer is nowhere related to the blacklisted countries where we do not do business.
• As a dynamic process, it requires we be on our toes with the latest updates as per the regulatory guidelines.
• Requesting the required documents of the individuals if at all they’re missing on the profile and letting them know the possible review time once they’re submitted. Raising exceptions and communicating with the internal teams to obtain necessary approvals for the transfer to be completed.
• Rendering additional support to the team simultaneously while working on profiles. No tipping off to the customer about the status of the transfer whenever there is any compliance action in the process.

Customer Service Representative :

● Worked on emails and chats, where I helped customers providing resolutions.

● Independently managed inquiry caseload to resolve inquiries in a timely, high- quality manner.

● Providing mature assistance to new team members and sharing the product knowledge and ensuring that they utilize it with clients' expectations.

● Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.

Client: AIRBNB

Responsibilities:

• Stimulating experience with AirBnb. Monitor real time queues and identify high risk reservations for Guest and Host within the business platform.
• Observe customer’s connections to identify fraudulent activity such as any theft, sex work and other illegal activities.
• Identify fraudulent activity and cancel them from further processing.
• Resolve queued reviews within the service level agreements to reduce potential revenue losses and life also.
• Maintain fraud analysis models to improve efficiency and effectiveness of company systems.
• Ensure confidentiality of all information collected during investigation.
• Identify system improvements to prevent fraudulent activities.
• Recommend new software tools used for fraud detections, prevention and reporting activities.
• Generate suspicious activity reports for both Guest and host with risk management reports for Managers.

Client : UBER India

Responsibilities :

● Assist riders, drivers, and delivery partners through chat, email, or phone support.

● Handle issues related to trips, payments, cancellations, lost items, and account access.

● Investigate and resolve complaints using internal tools and data.

● Escalate complex cases (fraud, safety, or technical) to the appropriate team.

● Communicate solutions clearly, professionally, and with empathy.

● Document and categorize all customer interactions accurately.

● Follow Uber’s policies, safety guidelines, and data security standards.

● Achieve performance targets like response time, resolution rate, and customer satisfaction.

● Stay updated on new Uber features, services, and policy changes.

● Collaborate with team members and provide feedback to improve processes.