Phanindra prasad Katragadda

I have extensive experience in customer support, technical troubleshooting, and operations management across leading organizations such as Amazon Development Centre and Teleperformance. My background includes resolving complex device and account issues, analyzing data to improve fraud detection, and implementing process improvements to enhance operational efficiency and customer satisfaction. I am skilled in using tools like SAP for order processing and workflow management, and have a proven track record of managing high-volume customer interactions while maintaining service quality.

Previously, as Creative & Operations Head at Veeksha Assist, I led cross-functional teams, optimized supply chain and documentation processes, and drove significant improvements in customer satisfaction and employee productivity. My experience also includes managing recruitment, vendor relationships, and social media operations to support business growth. I hold a qualification from Telangana Open School Society in India and am eager to bring my problem-solving and operational expertise to a new role.

User Support - Teleperformance - Hyderabad, India

(2025-07 - 2026-02)

• Managed end-to-end order lifecycle operations ensuring accurate processing and high customer satisfaction.
• Utilized SAP (PD2, PD4) tools for order processing, data management, and workflow tracking to improve accuracy.
• Provided technical support for device and account-related issues with faster resolution times.
• Performed system debugging and troubleshooting across devices, applications, and account workflows.
• Resolved complex client escalations by coordinating with cross-functional teams.
• Identified workflow bottlenecks and implemented process improvements to enhance operational efficiency.
• Maintained service quality standards while handling high-volume customer interactions.
• Specialized in resolving a wide range of customer complaints, including undelivered, stolen, damaged, or faulty orders, as well as membership and account issues, by following structured troubleshooting and policy-based resolution processes.
• Demonstrated a strong customer-first mindset, enjoying the challenge of helping clients and customers resolve their issues efficiently and empathetically.

Cap Associate - Amazon Development Centre - Hyderabad, India

(2024-10 - 2025-02)

• Resolved customer device and account-related technical issues while ensuring compliance with security standards and policies.
• Conducted system debugging and troubleshooting for account, device, and platform issues to ensure stable and secure operations.
• Analyzed behavioral and transactional data to detect suspicious patterns and improve fraud detection accuracy.
• Strengthened operational risk controls and investigation workflows to improve case resolution time.
• Created detailed investigation reports and documentation improving compliance effectiveness.
• Handled order and delivery-related issues, including undelivered, stolen, or damaged orders, by thoroughly investigating customer claims and reviewing past order patterns and order values to assess claim genuineness.
• Utilized proprietary Amazon software tools (non-third-party) to review and resolve cases, ensuring all actions aligned with company policies and verification protocols, such as OTP and non-OTP delivery checks.
• Balanced customer support with risk assessment and fraud prevention, demonstrating strong judgment in identifying suspicious claims while maintaining a customer-focused approach.

Creative & Operations Head - Veeksha Assist pvt.ltd - Hyderabad, India

(2021-10 - 2023-11)

• Managed vendor relationships and supply chain operations improving sourcing quality by 85%.
• Coordinated between design, product, and technical teams to implement product and workflow improvements.
• Optimized copy-editing and documentation processes improving user experience and reducing customer complaints.
• Led operational planning and vendor onboarding supporting product expansion and service quality improvements.
• Led customer service operations and improved CSAT by 70% through structured support processes and training.
• Implemented a new documentation and workflow system that improved employee productivity by 70%.
• Built long-term client relationships through proactive communication and issue resolution.
• Led product design improvements and product enhancements.
• Managed social media operations, content planning, and audience engagement to support brand growth.
• Developed product and business strategies aligned with market demand, improving overall business performance.
• Managed end-to-end recruitment processes including sourcing, screening, and onboarding candidates.
• Handled backend hiring operations such as employee coordination, documentation, and process management.

Intermediate - Telangana University (2022)