Srikanth Perumakuppam

Results-driven Email Support & Escalation Specialist with 3.5+ years of experience in international e-commerce and US process operations. Expertise in handling high-volume email support, critical escalations, reimbursement disputes, SLA compliance, and customer experience management. Skilled in Root Cause Analysis (RCA), seller support operations, conflict de-escalation, and cross-functional collaboration with Operations and Engineering teams.

Proficient in Salesforce, JIRA, CRM tools, and AI-assisted support systems with a strong focus on quality, accuracy, and customer satisfaction.

Partner Support Specialist & Disputes Escalation Manager - Acuitty Tech LLP | Walmart Inc. Process

(2022-12 - 2026-05)

• Manage 50+ high-priority email and escalation tickets daily while maintaining strict SLA compliance.
• Handle seller and customer disputes related to reimbursements, order investigations, and operational escalations with high accuracy.
• Maintain consistently high CSAT scores through professional communication, troubleshooting, and timely issue resolution.
• Perform Root Cause Analysis (RCA) on recurring issues and collaborate with Engineering teams through JIRA for resolution.
• Assisted in onboarding and training 5+ new team members by preparing process documentation and workflow guidance.
• Utilize AI-driven support tools to improve response efficiency, productivity, and communication quality.
• Identified recurring escalation trends and supported process improvements that reduced repeat issue volume and improved operational efficiency.

Master of Computer Applications - Computer Applications - Vikrama Simhapuri University, Andhra Pradesh (2021)