Bhavana Vishwakarma

Core Responsibilities

• Managed end-to-end Disability and Leave cases and accommodations across global populations, ensuring compliance with U.S. FMLA and ADA.
• Led the ADA interactive process, evaluating accommodation requests and medical limitations to deliver legally defensible and business-aligned outcomes.
• Issued compliant eligibility notices, rights & responsibilities, approvals, denials, and extensions, maintaining 100% adherence to statutory timelines.

Additional Responsibilities & Leadership Contributions

• Selected for a pilot batch to build and launch a new DLS process from scratch, contributing to SOPs, workflows, and compliance controls.
• Acted as Subject Matter Expert (SME) for FMLA and ADA, providing guidance on complex cases and policy interpretation.
• Delivered new-hire training and onboarding, supporting early productivity and compliance accuracy.
• Owned and updated the DLS Knowledge Base, ensuring policy accuracy, regulatory updates, and standardized guidance.

• Provided high-quality customer support to a global user base via chat and email, ensuring timely and accurate resolution of queries in line with Revolut policies and regulatory requirements.
• Handled customer requests related to account access, payments, cards, transactions, and app functionality, maintaining a strong focus on accuracy and risk mitigation.
• Worked on tools like JIRA to track, manage, and resolve tasks, incidents, bugs, and service requests integrating with knowledge bases like Confluence.
• Identified potential fraud, risk, or compliance concerns, escalating cases in accordance with established risk and escalation frameworks.
• Performed KYC, AML, and identity verification checks, ensuring compliance with internal controls and applicable financial regulations.

• Supported end-to-end Disability and Leave administration by assisting Case Managers with FMLA, ADA, and company leave processes.
• Reviewed and tracked medical documentation, ensuring completeness, timeliness, and compliance with statutory and internal requirements.
• Monitored statutory and policy deadlines, flagging potential risks or delays to Case Managers for timely action.
• Provided operational support to the DLS team, contributing to SLA adherence, reduced rework, and smooth case flow.

• Provided end-to-end customer support for eBay buyers and sellers, specializing in auctions and purchase transactions.
• Assisted customers with bidding processes, auction rules, order placement, payments, cancellations, and post-purchase inquiries.
• Documented all interactions and case actions in CRM/ticketing systems, maintaining clear and audit-ready records.

• Provided end-to-end customer support via phone, chat, and email, resolving inquiries related to orders, deliveries, returns, refunds, and account issues.
• Investigated and resolved order discrepancies, missing items, delayed shipments, and payment issues, ensuring policy-compliant outcomes.
• Maintained strong communication, empathy, and problem-solving skills while handling escalated or high-emotion customer scenarios.