Sanchari Ghosh

I’m an email support specialist with 5+ years resolving high-volume, high-risk cases across gaming, eCommerce, and EdTech. I focus on fraud investigation, payment disputes, and SLA-driven queues, while keeping full audit-log compliance. In my current role as an Email Support Specialist at LIDOMA Vision Esports (Remote), I handle 50+ email tickets/day for a global gaming user base through Zendesk, sustaining 92%+ SLA adherence. I investigate payment disputes and transaction discrepancies, resolving 85%+ of flagged cases within SLA, and adjudicate fraud cases and policy violations following SOPs—supporting a reduction in repeat offenses. I also maintain audit-ready case documentation, with zero escalated audit findings, and I’m comfortable owning escalations end to end—from first response to policy decision. Previously, at Styched, I managed 1,000+ customer interactions and maintained a 95% CSAT score while cutting average resolution time by 30% using structured response templates. Earlier in my career at BYJU’S and Cuemath, I owned escalated student/parent cases end-to-end using Salesforce CRM and handled trust-and-care escalations with consistent SLA performance. I lifted student engagement by 18% through proactive follow-ups and reduced reporting errors by rebuilding communication workflows.