Poojitha Reddy

Customer Support and Trust & Safety professional with 2+ years of experience resolving high-volume customer queries, investigating policy violations, and maintaining SLA and quality standards. Skilled in root-cause analysis, escalation management, case documentation, and cross-functional collaboration. Proficient in Python, SQL, and data analysis for reporting and process improvement.

Recognized with a Best Employee Award for consistent performance. Immediate joiner, seeking Customer Support, Trust & Safety, Content Moderation, or Investigation Specialist roles.

Customer Support Executive - 3i Infotech - Hyderabad, India

(2025-02 - 2025-12)

• Resolved 50+ customer queries and technical issues daily across support channels, maintaining high customer satisfaction and quality scores while meeting SLA targets
• Investigated recurring customer and account issues, applying root-cause analysis to identify policy violations, fraud indicators, and process gaps, then escalated per established protocols
• Reviewed and documented case details, troubleshooting logs, and resolution outcomes to ensure accurate audit trails and compliance with company policy
• Collaborated cross-functionally with internal teams (operations, quality, and escalations) to drive timely case closure and continuous process improvement
• Applied strong active listening and communication skills to de-escalate sensitive customer interactions and maintain trust

Business Development Associate & Associate Team Lead - ULearn-Edu

(2023 - 2024)

• Supported lead generation, outreach, and onboarding workflows, ensuring accurate and policy-compliant client documentation
• Conducted systematic case follow-ups and maintained detailed interaction records in MS Excel and Google Sheets for reporting and quality review
• Coordinated with cross-departmental teams to resolve client escalations and improve turnaround time
• Received the Best Employee Award for outstanding performance, reliability, and contribution to team goals

Master of Computer Applications - MCA - Vignan's Foundation for Science, Technology and Research (2024 - 2026)

Bachelor of Computer Applications - BCA - KL University (2024)

Intermediate - MPC - Sri Chaitanya Junior College (2021)