Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

RAJU GAEKWAD

Santa Clara

Summary

  • Results-driven Escalations Specialist with 8 years of experience in resolving high-priority customer complaints, technical issues, and service delivery failures across industries (e.g., telecom, fintech, e-commerce, and IT support). Adept at de-escalating conflicts, coordinating cross-functional teams, and implementing long-term solutions to prevent recurring issues. Strong expertise in root-cause analysis, SLA compliance, and executive-level complaint resolution.Reduced escalations by 40% for a fintech client by implementing a proactive customer alert system.
  • Recovered $250K+ in disputed transactions through structured escalation protocols.
  • Mentored 15+ agents on de-escalation techniques, cutting average handling time (AHT) by 25%.
  • CRM/Ticketing: Salesforce, Zendesk, ServiceNow, Freshdesk
  • Billing & Fraud Tools: Chargeback systems, payment gateways (Stripe, Razorpay)
  • Domain/Hosting: GoDaddy, AWS, cPanel (for IT-related escalations)
  • Telecom/BFSI Systems: Proprietary platforms (e.g., Tata Sky, banking backends)


Overview

8
8
years of professional experience

Work History

Business Process Analyst

Accenture Client Meta
06.2019 - 04.2023
  • Experience navigating Meta’s Advertising Policies, Community Standards, and Commerce Policies.
  • Resolving sudden ad account bans, page restrictions, and business manager shutdowns.
  • Successfully appealing disapproved ads by refining creatives, adjusting targeting, or providing documentation.
  • Experience with manual review requests and Policy Manager escalations.
  • Working with Meta Support (Live Chat, Email, Phone Support for high-spend accounts).
  • Using Meta’s Escalation Forms (e.g., Account Quality, Payment Support, Policy Appeals).
  • Leveraging Meta Partner/Rep Relationships (if agency-side) for faster resolutions.
  • Handling sudden payment method bans, billing threshold issues, and fraud flags.
  • Experience with chargebacks, refund requests, and failed ad spend disputes.
  • Fixing delivery issues (e.g., ads stuck in "Learning Phase," low impressions).
  • Dealing with shadowbans, page reach restrictions, and unexplained performance drops.
  • Understanding how Meta’s algorithm updates impact ad delivery.
  • Setting up backup ad accounts & BM structures to avoid single points of failure.
  • Implementing whitelisting and domain verification to prevent future issues.
  • Training teams on compliance best practices to minimize escalations.
  • Experience with regulated niches (CBD, pharmaceuticals, gambling, etc.).
  • Knowledge of political/social issue ad authorization processes.
  • Handling copyright/trademark disputes in ads.
  • Ability to identify false positives in automated enforcement (e.g., ad rejections for "sensitive content" when compliant).
  • Familiarity with restricted industries (e.g., crypto, supplements, finance) and how to get approvals.
  • Documentation and Standardization
  • Provided support to clients on business account and setting up ads campaign as per their business requirements
  • Campaigns errors in scheduling and page loading errors
  • Trained new bees on and supported on floor to make them learn process and understand business needs

Process Associate

Genpact, Client GoDaddy
12.2016 - 04.2019
  • Worked as process associate for GoDaddy web services providing technical support and solving customer business queries
  • Resolving domain hijacking, unauthorized transfers, and recovery of stolen domains.
  • Handling registry locks, UDRP disputes, and legal holds on domains.
  • Troubleshooting DNS propagation issues, MX record misconfigurations, and DNSSEC problems.
  • Managing expired domain redemptions and auction disputes.
  • Fixing server outages, DDoS attacks, and IP blacklisting issues.
  • Resolving cPanel/WHM errors, database crashes, and migration failures.
  • Handling malware infections, hacked websites, and security breaches.
  • Escalating resource overages (CPU/RAM) and suspensions due to TOS violations.
  • Reversing fraudulent charges and unauthorized renewals.
  • Handling chargebacks, refund escalations, and failed payment issues.
  • Resolving billing system errors (e.g., double charges, subscription loops).
  • Managing VIP/corporate client billing disputes with high-value accounts.
  • Troubleshooting SSL installation failures (e.g., mismatched CSRs, mixed content issues).
  • Handling SSL revocation/reissuance due to security breaches.
  • Dealing with PCI compliance issues for eCommerce sites.
  • Fixing email delivery failures, blacklisting, and SMTP configuration errors.
  • Resolving O365 migration failures, license mismanagement, and sync issues.
  • Handling account takeovers and email phishing recovery.
  • Managing executive escalations (C-level complaints) and high-priority tickets.
  • Handling legal subpoenas, DMCA takedowns, and law enforcement requests.
  • Dealing with abuse reports (spam, phishing, malware hosting).
  • eep familiarity with GoDaddy’s backend systems (e.g., Account Manager, Pro Panel).
  • Experience with internal escalation paths (L3/L4 support, backend engineering teams).
  • Knowledge of GoDaddy’s API for bulk domain/hosting management.
  • Worked on CRM tool to help customer on matching domain with hosting plans and servers
  • Providing support in one point of contact to customers on website issues and GoDaddy accounts
  • Performing day-to-day operational tasks as per the defined processes and procedures. This could involve data entry, transaction processing, document verification, or other specific tasks depending on the process you are assigned to.
  • Trained new bees on and supported on floor to make them learn process and understand business needs

Escalation Specialist

Tata Business Support Services
01.2015 - 12.2016
  • Resolved complex customer issues by coordinating with cross-functional teams to ensure timely solutions.
  • Mentored junior staff on escalation processes, enhancing team knowledge and response efficiency.
  • Analyzed escalation trends to identify root causes, facilitating proactive improvements in service delivery.
  • Developed training materials for new hires, streamlining onboarding processes and reducing ramp-up time.
  • Resolving high-priority complaints (e.g., executive escalations, social media complaints).
  • Handling dissatisfied customers threatening legal action/churn.
  • Managing service delays (e.g., billing disputes, failed refunds, order cancellations
  • Troubleshooting network/connectivity issues (if supporting telecom clients like Tata Play/Virgin Mobile).
  • Escalating software bugs, login failures, or app crashes to L2/L3 teams.
  • Coordinating with vendors/third-party providers for unresolved tech issues.
  • Investigating unauthorized charges, double billing, or failed transactions.
  • Processing refund approvals beyond frontline agent limits.
  • Handling bank/credit card payment reconciliation issues.
  • Managing SLA breaches (e.g., delayed ticket resolution).
  • Reporting data privacy concerns (e.g., GDPR, RBI banking guidelines).
  • Addressing fraudulent account activity (SIM swaps, phishing scams).

Education

Master of Science - Information Technology and Project management

St Francis College
Brooklyn, NY
12-2023

Masters - Business Administration

Mother Teresa PG College
01.2016

Bachelor Of Technology - Computer Science

Holy Mary Institute Of Technology
01.2014

Skills

  • Process Mapping and Documentation
  • Data Analysis and Reporting
  • Conflict Resolution
  • Documentation & Reporting
  • SLA & KPI Adherence
  • Senior Customer Success Roles
  • Operations Management
  • Compliance/Risk Management
  • Escalations
  • L2/L3 Support
  • Billing Issues
  • Team collaboration

Accomplishments

  • Awarded with 4 bronze certificates for best performance (Genpact).
  • Appreciation Rewards for the timely completing the tasks.

Timeline

Business Process Analyst

Accenture Client Meta
06.2019 - 04.2023

Process Associate

Genpact, Client GoDaddy
12.2016 - 04.2019

Escalation Specialist

Tata Business Support Services
01.2015 - 12.2016

Masters - Business Administration

Mother Teresa PG College

Bachelor Of Technology - Computer Science

Holy Mary Institute Of Technology

Master of Science - Information Technology and Project management

St Francis College

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