Shruthi Balaji Email and Phone Number

Collaboration & Process Improvement: Partnered with the Customer Success Manager (CSM) to expedite appeal results for 4 disputes, preventing delays and streamlining the process for faster resolution.Escalation & Issue Management: Managed 10+ VP+ and 14 Outlook escalations, showcasing strong problem-solving skills and responsiveness in addressing complex issues.Leadership & Coaching: Led a session on escalation case studies for BLR leaders, provided coaching to 29 teammates on 52 high-dollar Proserv cases, and achieved a 96.1% quality score through consistent feedback and process improvements.Global Mentorship & Team Development: Mentored 50+ agents in fraud investigations across Chennai and Mumbai, improving inventory churn by 25% and contributing to team growth and efficiency.

Process Leadership & Innovation: Championed key processes like Spoof, Appeals, and BRO, while leading feedback loops and collaborating on major projects such as the Shadow Phase I Pilot and Cassini Venus Redesign 2.0 to drive continuous improvement.Team Support & Mentorship: Assisted 45+ teammates with tool-related concerns and provided ongoing coaching, while maintaining key operational trackers and generating quality reports to monitor performance across multiple teams.Strategic Risk Management: Investigated 60+ cases, identifying red flags and collaborating with Chennai Leads to address high-risk limitations and prevent issues.Technology & Communication: Contributed to 15+ tool enhancements, including AI integration for case management, and delivered a department-wide session on personal growth, insights, and team development to an audience of 200+.

Fraud Trend Management & Savings: Amended fraud trend FT2483, preventing a potential loss of over $113,000 USD, and successfully de-prioritized 30 cases per month, saving 525 cases from agent review.Team Quality & Initiative Leadership: Spearheaded "The Wednesday Extra Initiative," sharing tips to improve team performance, resulting in a 95% quality score by Q4.Global Recognition & Collaboration: Represented the Bengaluru site at the Global Catch of the Month meet, becoming the first agent from Bengaluru to win at this global scale. Collaborated with the Platform team to clarify program requirements through 4 virtual side-by-side sessions.Awards & Achievements: Won the International Fraud Awareness Week Quiz in 2020, showcasing expertise and engagement in fraud prevention.