Krupa Nandh

Customer Operations & Investigations Analyst

Visakhapatnam, Andhra Pradesh 1+ yrs exp 82 · Excellent

About

Client-focused Operations and Investigations Professional with 4+ years of experience supporting customers, resolving complex account issues, coordinating operational processes, and delivering high-quality service in fast-paced environments. Experienced in handling customer interactions through calls and chats, investigating customer concerns, documenting cases, mentoring new team members, and improving operational efficiency. Strong communication, problem-solving, and organizational skills with the ability to manage multiple priorities while maintaining exceptional customer satisfaction. Proficient in Microsoft Office, Excel, CRM tools, and remote collaboration.

Skills & Expertise (18)

English Expert

9.0/10

Years Exp

Microsoft Excel Advanced

8.0/10

Years Exp

Hindi Advanced

8.0/10

Years Exp

Quick Learning Advanced

8.0/10

Years Exp

Customer Support Advanced

8.0/10

Years Exp

Data Analysis Advanced

7.5/10

Years Exp

Microsoft Office Advanced

7.5/10

Years Exp

Remote Collaboration Tools Advanced

7.0/10

Years Exp

CRM Tools Advanced

7.0/10

Years Exp

Telugu Advanced

7.0/10

Years Exp

Fraud Detection Intermediate

6.5/10

Years Exp

WIRESHARK Beginner

4.0/10

Years Exp

Burp Suite Beginner

4.0/10

Years Exp

OWASP ZAP Beginner

4.0/10

Years Exp

Google Workspace Reporting Transaction Monitoring Microsoft Word

Work Experience

Customer Support Associate

Tech Mahindra

Present - Present

Provided customer support through inbound and outbound calls, chats, and email. Resolved customer concerns while maintaining high customer satisfaction. Assisted customers with account-related issues and payment inquiries. Documented customer interactions accurately in CRM systems. Escalated complex cases to relevant departments for timely resolution. Supported new team members as an Adhoc SME by providing training and guidance. Achieved quality and productivity targets consistently.

Customer Operations & Investigations Analyst

Amazon Development Centre India Pvt. Ltd.

Jan 2021 - Jan 2022

Delivered exceptional customer support by resolving account-related issues through investigations and customer communication. Managed high volumes of customer cases while maintaining strict quality and productivity standards. Coordinated with internal departments to resolve customer concerns efficiently. Reviewed customer accounts and analyzed information to determine appropriate resolutions. Maintained detailed documentation for every customer case using internal CRM systems. Improved operational efficiency by identifying process gaps and recommending improvements. Created Service Improvement Requests (SIMs) using River Tool to resolve refund-related issues. Assisted customers by explaining investigation outcomes professionally and empathetically. Mentored newly hired associates on customer handling, documentation standards, and operational procedures. Served as Shrinkage Point of Contact (POC), preparing reports and monitoring operational metrics. Consistently maintained confidentiality while handling sensitive customer information. Worked effectively in a fast-paced remote environment while managing multiple priorities.