Sunil Uppar

Provided comprehensive customer support over chat, email, and call, addressing and resolving user inquiries related to website functionality, navigation, and technical issues Managed website plugin integrations, ensuring seamless functionality and compatibility with existing systems. Educated and guided customers on effective website utilization, empowering them to maximize their experience and achieve their desired outcomes. Proactively identified and escalated recurring customer issues to relevant teams, contributing to product improvements and enhanced user experience. Maintained detailed records of customer interactions and resolutions using CRM software, ensuring accurate tracking and efficient follow-up. Consistently achieved high customer satisfaction ratings through prompt, empathetic, and effective support interactions. Assisted users with the process of publishing their apps on the Google Play Store, providing guidance on technical requirements, submission procedures, and best practices. Bulk Product Review Import System: Developed a bulk review import feature enabling CSV/XLSX uploads, auto-detection of columns, parallel API processing, and retry mechanisms for failed entries. Leveraged Al tools such as ChatGPT and Claude for code optimization, data structuring, and workflow automation, improving development efficiency and reliability. Customer Data Import & Migration: Designed and implemented a customer data migration tool to onboard existing users, incorporating validation, deduplication, and structured database integration. Utilized ChatGPT and Claude to streamline development, enhance data processing logic, and accelerate implementation timelines.

Ticket Management: Efficiently handled a large volume of support tickets related to cryptocurrency exchange issues such as deposits and withdrawals, ensuring timely resolution and customer satisfaction. Technical Support: Provided in-depth technical support to users via email and chat, addressing complex issues and offering step-by-step guidance to resolve their concerns. Fraud Investigation: Collaborated with security and compliance teams to investigate and resolve complex fraud cases, ensuring the integrity and security of the platform. Account Access Assistance: Assisted users in regaining access to their accounts through verification processes, including resetting two-factor authentication (2FA). Cryptocurrency Wallet Setup: Guided users in setting up their cryptocurrency wallets, ensuring they understood the process and could securely manage their digital assets. KYC Verification: Worked on the Know Your Customer (KYC) verification process, ensuring compliance with regulatory requirements and enhancing the platform's security. Incident Coordination: Coordinated with the Incident Manager and appropriate resolver groups to address and resolve technical incidents, minimizing downtime and disruption to users. Enhanced Support Efficiency: Streamlined support ticket management processes, reducing response times and improving overall user satisfaction. User Education: Developed and shared educational materials to help users better understand the platform's features and security measures, reducing the number of common support issues. Security: Identified and contributed to resolving a spamming attack on the ticketing tool

Developed & maintained websites (WordPress, Static) for clients like TechInfoKannada.com & TransparentPestControl.com (HTML, CSS, JS). UmbvaFood.com (Food Delivery Platform, Laravel, Node.js, MySQL, PHP, TWA) Customized a prebuilt script; developed user, rider, and restaurant apps using TWA. Integrated WhatsApp notifications using a third-party API. Collaborated on cyber security initiatives: Financial Scam Tracking (UPI): Identified & located scammers using advanced tracking techniques (reports provided for law enforcement). Social Media Impersonation Tracking: Tracked fake profiles, uncovered identities, and reported for removal. Fake Website Identification: Identified fraudulent websites, investigated authenticity, and provided insights for takedown