Daanthi Sree Vulli
Visakhapatnam
Summary
Experienced customer support professional with 4+ years of expertise in delivering exceptional service, resolving complex issues, and ensuring customer satisfaction. Seeking to leverage my communication, problem-solving, and conflict resolution skills to contribute to a dynamic team and further enhance customer experiences in a challenging new role.
Overview
5
5
years of professional experience
Work History
Mortgage Servicing Specialist
OSBI (Kent Reliance)
Hyderabad
10.2023 - Current
- Managed the end-to-end mortgage servicing process related to customer payments, account reconciliation, and loan closures, ensuring accuracy, compliance, and timely execution.
- Processed monthly mortgage payments, overpayments, and lump sum payments, allocating funds across principal, interest, and escrow accounts with a high level of accuracy.
- Handled redemption and closure requests, including the preparation of final settlement and redemption statements, coordination of final payments, and updating system records to reflect account closures.
- Ensured accurate interest calculations and verified outstanding balances before final settlement, addressing discrepancies proactively.
- Assisted customers and solicitors with queries on closure, final statements, lien release procedures, and overpayment refunds, maintaining a high level of service and professionalism.
- Collaborated with internal teams such as Collections, Legal, Escrow, and Customer Support to resolve complex cases and ensure seamless closure of mortgage accounts.
- Maintained up-to-date knowledge of UK mortgage regulations and internal policies to ensure compliant handling of all transactions.
- Achieved individual and team SLA/KPI targets for payment processing accuracy, turnaround time, and customer satisfaction.
- Recognised for attention to detail, timely communication, and customer-focused approach in handling sensitive financial data and closure processes.
Process Associate II (Go Daddy)
Genpact
Hyderabad
12.2022 - 09.2023
- Provided technical support to international clients, assisting with domain registration, hosting issues, SSL certificate management, and website troubleshooting, achieving an average customer satisfaction rating above 90%.
- Diagnosed and resolved complex technical issues, such as website downtime, server errors, and SSL certificate configuration, ensuring minimal disruption to client businesses.
- Assisted clients with sales-related inquiries, recommending relevant products (e.g., upgraded hosting plans, SSL certificates, domain renewals) based on their specific needs, contributing to an increase in upsell and cross-sell revenue by 15%.
- Collaborated with the sales team to identify opportunities to promote new services and products, including premium hosting and custom domain solutions.
- Troubleshot and configured domain settings, ensuring clients’ websites were fully functional, secure, and properly configured for their business needs.
- Managed support tickets for international clients, ensuring timely responses and issue resolution within the company’s service-level agreement (SLA).
COE Specialist I
Uber Technologies
Visakhapatnam
05.2021 - 02.2022
- Managed driver-partner and customer inquiries received through various social media platforms globally.
- Issues related to customers, such as missing items or behavioral issues with driver partners, safety related issues etc.
- Researched and analyzed customer feedback to identify areas for improvement.
- Identified areas where improvements were needed in terms of efficiency or effectiveness.
- Provided guidance and support to junior members of the social media team.
- Handled high-priority problems impacting company reputation on social media.
- Engaged actively in conversations with customers on behalf of the company's brand through direct messaging or public forums.
Customer Service Representative
Concentrix (Etisalat)
Visakhapatnam
11.2020 - 05.2021
- Provided expert technical support for telecom network troubleshooting, assisting customers with issues related to connectivity, signal strength, and network outages, achieving a 95% resolution rate.
- Supported UAE customers with eSIM activation and troubleshooting, helping them set up and manage eSIM profiles on devices for a seamless network experience.
- Diagnosed and resolved complex network issues (e.g., voice, data, and SMS disruptions), working closely with the engineering and operations teams to escalate critical problems for resolution.
- Created and maintained troubleshooting guides for common telecom and eSIM issues, helping the team resolve customer concerns quickly and efficiently.
- Contributed to continuous improvement by collecting customer feedback and providing actionable insights to management, leading to improved customer support processes.
Customer Support Associate (Amazon)
Tech Mahindra
Visakhapatnam
12.2019 - 11.2020
- Provided real-time customer support via chat for Amazon’s global customer base, ensuring quick, clear, and professional responses to inquiries related to orders, payments, returns, account issues, and product availability.
- Handled an average of 80–100 chats per shift, maintaining high productivity without compromising on service quality.
- Delivered exceptional customer experience by demonstrating empathy, problem-solving skills, and product knowledge, contributing to a CSAT score consistently above 90%.
- Utilized internal tools (e.g., CRM) to track customer interactions, manage case logs, and document resolutions accurately and efficiently.
- Adapted quickly to policy updates, seasonal changes, and new tool rollouts, ensuring uninterrupted support even during high-volume periods like Prime Day and holiday seasons.
- Recognized by team leads for exemplary performance, teamwork, and a proactive approach to customer service.
Education
Bachelor of Science - Computer Science
Vishwanatha Institute of Technology And Management
Visakhapatnam05-2020
Intermediate -
Sri Chaitanya Junior College
Visakhapatnam05-2015
Skills
- Customer Communication (Verbal & Written)
- Problem-Solving & Troubleshooting
- Active Listening
- Time Management & Prioritization
- Empathy & Customer-Centric Attitude
- Multitasking & Adaptability
- Team Collaboration
- Attention to Detail
- Hands-on knowledge on Jira and sprinkler tools and all Microsoft office tools
Languages
Telugu
First Language
English
Advanced (C1)
C1
Hindi
Elementary (A2)
A2
Accomplishments
- Leadership in the absence of a team lead: Demonstrated initiative and took responsibility for managing the team and ensuring productivity.
- Mentorship and Training: Offered guidance, support, and structured training for new team members, helping them acclimate to their roles.
- Delegation and Task Management: Managed workloads effectively, ensuring deadlines were met and tasks were distributed according to team members’ skills.
- Problem-Solving: Provided quick and effective solutions to challenges, keeping the team on track.
- Communication: Regularly communicated progress and provided feedback, fostering an environment of openness and trust.
Timeline
Mortgage Servicing Specialist
OSBI (Kent Reliance)
10.2023 - Current
Process Associate II (Go Daddy)
Genpact
12.2022 - 09.2023
COE Specialist I
Uber Technologies
05.2021 - 02.2022
Customer Service Representative
Concentrix (Etisalat)
11.2020 - 05.2021
Customer Support Associate (Amazon)
Tech Mahindra
12.2019 - 11.2020
Bachelor of Science - Computer Science
Vishwanatha Institute of Technology And Management
Intermediate -
Sri Chaitanya Junior College
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