Saikiran Reddy Gurrala

About Saikiran Reddy Gurrala

Customer Support Advisor with experience handling fraud, high-risk accounts, safer…

Experience

1. Customer Service Executive

   Flutter International

   Jan 2024 — Present · Hyderabad, IN

   As a Customer Support Advisor, I assist users with a wide range of queries, delivering empathetic, accurate, and efficient support across digital channels. My role involves handling not only general account inquiries but also more sensitive areas such as fraud, high-risk accounts, safer gambling, and betting & gaming concerns.I conduct KYC/AML checks and ID verifications to support compliance efforts, while helping users navigate verification and account-related processes. A key part of my work is managing conversations via chat and email to ensure smooth, secure onboarding and a positive customer experience.In safer gambling cases, I engage with customers to identify risk behaviors, provide guidance, and support responsible play. I also contribute to risk mitigation by identifying suspicious activity and escalating when necessary.Key achievements:Maintained a 98% verification accuracy rate by following strict quality and compliance standards.Helped reduce document processing turnaround time by 20% through workflow improvements and task prioritization.Tools I work with: Slack, Outlook, Workday, Verint, LivePerson, Salesforce, TI2, Yoda

Education

• Osmania University

  Master of Computer Applications - MCA

  2020 — 2022

• Kakatiya University, Warangal

  Bachelor's degree

  2015 — 2019