Varrun Sankar

* Deliver high-quality customer support across chat, email, and phone, ensuring timely, accurate, and policy-compliant resolution of inquiries * Manage end-to-end resolution of advertiser and account issues, including access problems, restrictions, campaign setup, and platform functionality in line with compliance policies * Provide billing and payment support by investigating payment failures, billing discrepancies, and invoice-related queries, and escalate complex issues to specialist teams when required * Perform technical troubleshooting using internal systems, tools, and knowledge bases to identify root causes and implement compliant solutions * Ensure strict adherence to Meta policies, platform guidelines, and regulatory requirements, including accurate communication of ad disapprovals and account enforcement actions * Maintain accurate, complete, and audit-ready case documentation within CRM systems, aligned with quality, compliance, and data governance standards * Exercise sound judgment in case handling and escalation, ensuring appropriate routing of complex or high-risk cases while maintaining ownership through resolution * Consistently meet or exceed SLAs, including response time, resolution time, and quality benchmarks * Stay updated on product changes, policy updates, and procedural guidelines to ensure accurate and current customer support delivery * Support risk mitigation and compliance efforts by identifying policy violations, reporting trends, and maintaining data confidentiality and security standards * Contribute to continuous improvement by sharing feedback on recurring issues, process gaps, and customer experience enhancements * Demonstrate professionalism, accountability, and integrity in all interactions, aligned with organizational values and compliance expectations

Key Responsibilities: Lead support for KritiLabs’ IoT-based ALS platform, which monitors secure transportation, storage, and enforcement processes. Serve as the first line of contact for customer experience and technology issues across GPS trackers, environmental sensors, and connected devices. Troubleshoot device connectivity, data integration errors, and dashboard analytics issues for enterprise clients. Collaborate with product, engineering, and field teams to resolve cross-functional technical incidents. Drive issue resolution from initiation to closure, ensuring SLA targets are met and client expectations managed. Document and standardize customer-facing processes to ensure consistent service delivery and client onboarding. Deliver remote and onsite training for clients on device usage, data interpretation, and portal navigation

Enabling the customers understand automated locking system, which helped customer in return. Connecting with customers for Remote Access locking and unlocking for products. Launched a mobile app and gave the customers an option to use the app at their location with ease as our system opens/close with an OTP. Connected with the contact centre for a resolution, if they encounter any issue. Led the promotion of Corporate Mobile Application Pan India & Bhutan constantly enabling and engaging with the customers and marketing of the Mobile Application. Ensuring the customer requirements are delivered by sharing development requirements with the IT Team. Recruiting Candidates as per HR requirements and ensuring team members are timely onboarded. Coordinating with multiple teams and directly with the management on Corporate projects.

We at Kriti Labs specialize in managing remote assets of our customers on real time basis through our patented ALS IOT based platform . Kriti Labs has been recognized by NASSCOM as the best emerging technology company in India for hardware and IOT . Our solutions are spread across the following key domains • Secure Transportation • Secure Storage • Process Enforcement Responsibilities: Supported product team during the rollout of new IoT hardware and software features. Conducted user acceptance testing (UAT) with selected clients and internal users. Provided input on usability issues, device reliability, and data accuracy based on client interactions. Acted as a bridge between the customer support team and product engineering to relay customer pain points.

Responsibilities: Handled B2C front-end customer requests and calls Handled general support inquiries from B2B clients regarding IoT device status, portal login issues, and sensor readings. Assisted with onboarding procedures including client training, document handling, and hardware activation. Escalated unresolved or critical technical issues to the senior engineering team for resolution. Maintained follow-up logs and communicated timelines to clients regarding device replacements or updates.

Manage end-to-end client relationship lifecycle, including onboarding, support, and feedback handling. Liaise with internal development and content teams to address customer complaints and requests. Promote platform upgrades, premium subscriptions, and new features to clients. Conduct product demos and assist clients in leveraging platform functionalities for business visibility.

Delivered voice-based support and upselling for telecom services through outbound and inbound calls. Utilized CRM systems to manage lead tracking and customer follow-ups. Achieved sales targets while ensuring high-quality customer interaction standards.

• On boarding new joiners and updating necessary information on Corporate portal • Assignment of basic operational requirements as in connecting with the HR recruiter / Team lead when the batch has arrived • Allocation of Shuttle facilities to the employees • Assignment of Weekly Roster for the employees • Scheduling of training classes for all the Batches • Training the employees on basic Corporate Modules • Preparing weekly assignments for the employees so they are ready before entering the operation floor • Contacting with the Team leads when the employees are ready to move to the production floor

Project Office Depot – Sales Admin • Providing reports to client on Daily, Weekly, Bi-Weekly, Monthly, Quarterly, Half-yearly, Annually basis based on there requirement on customer purchasing. • Preparing the presentation in PowerPoint. • Providing order summary to the client based on customer interaction. • Request analyze, Generate, Query Creation using MS-Access & Cognos, Query clarification with clients. • Worked on Webcom tool to pull data’s regarding customer purchase details.

Project Grand & Toy Canada • Handling Customer order requests • Investigating on the Order status for the customer and sharing the delivery timeline • If customer has received an incorrect item as a deliver we ensure to contact the warehouse and have them picked up • If the customer is missing on any items will investigate dispatch a replacement order to the customer location • If the customer has received incorrect item and did not receive the item order a replacement order will be placed and the incorrect item will be picked up • If the customer is disputing for a credit will investigate with the credit team and release the credit accordingly.

I have worked with worked with Sourcing/ KITS LOB which was designed where we need to key in orders manually for the customers as the order requests we receive as an email. After we complete finishing a kit which is a order, the order would be released from backend team for the customer.

Project BT • Handling Customer issues regarding Internet issues • Issues usually faced slow speed issues, dropping in speed, multiple devices not connecting, free zone unavailable, modern not working • Based on the scenario we understand the customer issues and dispatch an engineer to the customer location to check the outer perimeter of the customer location.

• Worked With British Airways PLC India- Chennai at International Departures and Arrivals • Facilitated Business Passengers to check –in counter • Ensuring customers fill up security forms before proceeding to Immigration • Ensuring All customers have boarded the flight before push back • Facilitated Diplomats under high security • On Arrivals ensuring the ON TIME Airport board is updated • Communicating with Airport Customs Officials to ensure officials are available to screen incoming baggage • Helping customers just in case the baggage is lost in-transit to identify the baggage description and contents inside • Unattended baggage will be produced to customs office until someone comes for claim