SRI VINAY VATTI
Professional Summary
Customer Support Specialist with 0 years of experience supporting chat, email, and voice operations and conducting trust & safety reviews for large technology clients. Skilled at content moderation and policy enforcement for AI chatbot outputs, using SQL to analyze conversation logs and Microsoft Excel and PowerPoint to communicate findings. Experienced delivering order and account support for a grocery fulfillment platform via live chat and voice while automating regular reporting with Python scripts. Proven ability to identify policy breaches, flag privacy and safety risks, and provide actionable feedback to engineering teams to improve model responses. Adept at maintaining knowledge base content and managing SLA-driven escalations across channels. Comfortable producing QA documentation, synthesizing data-driven insights, and translating recurring issues into process improvements. Seeking a technical support role where analytical troubleshooting, Python and SQL tooling, and customer-first practices drive enterprise-grade reliability.
Technical Skills
Work Experience
- Resolved customer inquiries via live chat, email, and voice by diagnosing order, delivery, and account issues and applying client policies to deliver accurate outcomes.
- Investigated order discrepancies and coordinated with fulfillment and delivery teams to validate transactions and process refunds or re-orders per Instacart policy.
- Escalated complex technical or fraud-related cases to specialist teams with concise issue summaries and required logs to speed resolution.
- Automated recurring performance reporting using Python scripts and Microsoft Excel to reduce manual report preparation time and surface weekly QA trends.
- Updated and maintained knowledge base articles and canned responses to reflect policy clarifications and recurring customer questions.
- Analyzed chat transcripts and support interactions in Excel to identify recurring root causes and recommended process adjustments to reduce repeat contacts.
- Monitored high volumes of chatbot interactions to detect safety violations, privacy risks, and policy non-compliance within conversational outputs.
- Flagged and categorized inappropriate or sensitive content, creating clear incident records to inform remediation and model updates.
- Evaluated chatbot responses for factual accuracy and adherence to Google's safety standards, escalating nuanced or ambiguous cases for specialist review.
- Developed SQL queries to extract and analyze conversation logs, enabling trend analysis of common failure modes and policy breach patterns.
- Documented edge cases and crafted concise policy notes that informed guideline updates and reviewer training material.
- Prepared weekly QA dashboards and presentation decks in Microsoft Excel and PowerPoint summarizing moderation outcomes and recommended engineering actions.
Education
Certifications
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