BHAVANA KARANAM

Client Relationship & Service Delivery

• Served as the primary point of contact for high-value clients, ensuring timely resolution of service issues and inquiries related to regulated waste disposal and recycling services.
• Coordinated with cross-functional teams to ensure seamless execution of client-specific waste management solutions.

Data Analysis & Reporting

• Analyzed customer service trends and created weekly/monthly reports to monitor KPIs such as response time, service completion rates, and customer satisfaction.
• Utilized tools like Excel and Salesforce to identify patterns in service requests and optimize support workflows.
• Led root cause analysis for recurring service issues, reducing Case resolution time.

Regulatory Documentation & Compliance

• Prepared and reviewed EPA Uniform Hazardous Waste Manifests to ensure compliance with federal, state, and local environmental regulations.
• Maintained accurate documentation for cradle-to-grave tracking of hazardous and non-hazardous waste across multiple facilities.
• Verified generator, transporter, and disposal site information on manifests to meet regulatory and audit standards.

Process Improvement & Efficiency

• Recommended and implemented process enhancements that improved client on boarding efficiency.
• Partnered with IT and operations to streamline the case management system, improving SLA adherence across key accounts.
• Supported integration of new fleet and logistics systems, enhancing tracking and scheduling accuracy.

Communication & Stakeholder Engagement

• Acted as liaison between clients and internal teams to translate complex environmental regulations into actionable service plans.
• Regularly presented service performance updates to clients, increasing transparency.

Trust & Safety Operations

• Reviewed and actioned user-generated content (UGC) across Google platforms in line with community guidelines, legal requirements and internal trust & safety policies.
• Identified, escalated and removed potentially harmful, abusive, or policy-violating content,ensuring platform integrity and user safety.
• Handled sensitive cases high-risk categories with a high level of accuracy and confidentiality.
• Consistently met daily productivity and accuracy targets even under high-volume review periods.
• Used internal tools, dashboards, and ticketing systems to process and document moderation decisions.
• Managed multiple tasks simultaneously ensuring timely completion of all assignments.
• Contributed to continuous process improvement by reporting system bugs content review anomalies and workflow inefficiencies.