Abhinav Reddy Billa
Supervisor Business operations
Hyderabad
Summary
Accomplished Supervisor focused on meeting customer expectations and achieving company goals. Drives success by directing high-producing teams while developing lasting employee rapport. Exceptional knowledge of cost-reduction methods and streamlining production processes. Reliable business professional with experience in project management, process improvement and financial analysis. Proven track record of successfully streamlining business operations and reducing costs. Adept at analyzing data to identify trends and developing strategies to improve efficiency.
Overview
9
9
years of professional experience
7
7
years of post-secondary education
1
1
Certification
Work History
Supervisor Business Operations
Diebold Nixdorf India Pvt Limited
1 2023 - Current
- Oversee daily operations, ensuring efficiency and compliance with company standards
- Lead and manage multiple teams, including SWD, ACDE, SEP, Eservice, and HDE, in handling customer inquiries and resolving issues
- Monitor group inbox and SMAX ticket queue to assist with customer inquiries about MS issues
- Investigate communication failures in services, resolve missed dispatches, and update systems due to contract changes
- Provide advanced eService training and resolve complex customer issues
- Generate SMAX requests and email other teams to resolve customer issues, ensuring follow-up and closure
- Develop and implement process improvements to enhance service delivery and customer interaction
- Increased service resolution efficiency by 15% through targeted process improvements and team training initiatives.
Tech Support Specialist
Diebold Nixdorf India Pvt Limited
08.2019 - 12.2022
- Investigated and resolved missed dispatches, contract updates, and system communication failures
- Generated service requests and collaborated with various teams to ensure customer satisfaction
- Regularly interacted with customers via email, offering training, reporting, and issue resolution
- Conducted thorough analysis using Excel and internal systems to monitor and report on service efficiency and compliance
- Enhanced customer interaction by developing a streamlined training program, reducing issue resolution time by 20%.
Tech Support Associate
Diebold Nixdorf India Pvt Limited
08.2017 - 07.2019
- Monitored group inbox and internal ticketing system, assisting with customer inquiries about MS issues
- Provided eService training to customers and resolved service-related issues through follow-ups and system updates
- Utilized eServices and Excel for data analysis and reporting
- Coordinated with technical teams to address and resolve customer service issues promptly, enhancing customer satisfaction
- Implemented a customer feedback loop, increasing customer satisfaction scores by 10%.
Senior Risk Analyst
Global Logic Technologies
02.2015 - 07.2017
- Monitored and tracked operational risk issues, implementing strategies to mitigate risks
- Conducted investigations into suspicious activities, reporting findings to management
- Created preventive measures to stop fraud and improve transaction review processes
- Served as Floor Expert, managing client requirements and quality assurance programs
- Acted as the point of contact for new joiners in the Consumer Wallet department, ensuring thorough training and process understanding
- Proposed and implemented multiple process improvements, receiving official client approval, and tracked financial metrics for better decision-making
- Successfully reduced fraudulent transactions by 25% through the implementation of advanced monitoring techniques.
Education
B. Technology in Electrical and Electronics Engineering -
09.2009 - 05.2013
Intermediate (MPC) - undefined
06.2007 - 05.2009
SSC - undefined
06.2006 - 05.2007
Skills
AML / KYC / Transaction Monitoring
Fraud Detection and Document Verification
Data Analysis (R, Python, Predictive Analytics, Data Visualization)
Operational Risk Management
Quality Assurance
Process Improvement
Customer Interaction
Compliance and Regulatory Adherence
Stakeholder Engagement
Financial Metrics Analysis
Employee Motivation
Training and mentoring
Goal-Oriented
Certification
AML Compliance Certification, Ongoing
Achievementsandactivities
Won first place in the "District Balala Academy"
Timeline
Tech Support Specialist - Diebold Nixdorf India Pvt Limited
08.2019 - 12.2022
Tech Support Associate - Diebold Nixdorf India Pvt Limited
08.2017 - 07.2019
Senior Risk Analyst - Global Logic Technologies
02.2015 - 07.2017
TRR College of Engineering - B. Technology in Electrical and Electronics Engineering,
09.2009 - 05.2013
Sri Chaitanya Jr College - Intermediate (MPC),
06.2007 - 05.2009
Triveni Talent School - SSC,
06.2006 - 05.2007
Supervisor Business Operations - Diebold Nixdorf India Pvt Limited
1 2023 - Current