Sushmitha Gowda

Experienced customer operations and escalation specialist with 5+ years of experience across customer service, relationship management, and financial operations. Skilled in handling escalations, ensuring compliance, and improving service quality through structured analysis and reporting. Strong background in customer interaction, issue resolution, and cross-functional coordination in high-volume environments.

Executive Escalations Specialist - PayPal

(2023-03 - 2026-05)

• Led assurance activities, reviewing 100+ subpoenas, levies, and court orders monthly to ensure 100% accurate, timely, and legally compliant actions.
• Collaborated with Litigation, Privacy, and Compliance teams on 50+ high-risk matters quarterly, delivering feedback, performance metrics, and remediation recommendations that reduced compliance gaps by 25%.
• Performed data testing and quality checks on 200+ case records and responses monthly, maintaining 98% SLA adherence and full traceability for audit readiness.
• Completed 80+ fraud and dispute investigations monthly using proprietary tools and structured data analysis, improving resolution accuracy by 30% and enhancing customer experience.
• Proactively tracked and escalated 60+ issues monthly while maintaining detailed trackers and preparing daily status and issue reports for cross-functional stakeholders.
• Identified process gaps and proposed 15+ continuous improvement actions annually, enhancing accuracy by 20% and strengthening compliance and regulatory readiness.
• Supported operational risk reduction by combining investigation, reporting, and quality control, contributing to a 15% reduction in escalation-related risks.
• Acted as a proactive problem-solver, diagnosing complex compliance issues and implementing root-cause solutions that reduced escalation turnaround time by 15%.

Customer Care Executive - 24/7.ai India

(2021-03 - 2023-02)

• Managed inbound customer queries and provided timely resolutions.
• Maintained accurate records of customer interactions and follow-ups.
• Escalated unresolved issues and ensured proper tracking until closure.
• Supported database management and reporting activities.
• Ensured customer satisfaction through effective communication.

Customer Relationship Executive - Trident Automobiles Pvt Ltd

(2016-09 - 2018-04)

• Handled customer interactions via calls and emails.
• Coordinated with sales and internal teams to resolve customer queries.
• Maintained enquiry tracking systems and customer databases.
• Prepared daily reports and ensured proper documentation.
• Managed customer complaints and escalations efficiently.

Sr.Representative, Operations - Concentrix

(2026-05)

• I transitioned from PayPal to Concentrix following PayPal's outsourcing of its support operations. At Concentrix, I continued in a similar escalation role, owning all the above responsibilities, and ensuring SLA/KPI delivery.

Bachelor of Science (B.Sc) - KLE's S. Nijalingappa College

PUC - RNS Pre-University College

SSLC - St. Philomena's Memorial High School