Ganesh Reddy Mukthapuram
Bengaluru
Summary
Customer-focused and detail-oriented professional with experience in banking operations at Concentrix, supporting a UK banking process. Experienced in handling insurance-related queries and sensitive bereavement cases with empathy and professionalism. Worked as a Subject Matter Expert (SME), supporting team members with process-related queries, providing guidance, and assisting with complex cases and escalations. Hands-on experience with Duck Creek and Pega applications, along with strong skills in customer handling, case management, query resolution, documentation, SLA adherence, and escalation management. Strong communication, problem-solving, and attention-to-detail skills with a willingness to learn and grow.
Overview
4
4
Languages
3
3
years of post-secondary education
1
1
year of professional experience
Work History
Operations Representative
Concentrix pvt ltd
Bengaluru
09.2025 - Current
- Handle customer queries related to insurance policies, claims, and policy-related information.
- Assisted customers with bereavement-related requests, ensuring compassionate support and adherence to company policies.
- Verify customer and policy details while following required security and verification procedures.
- Process customer requests accurately and update relevant information in the system.
- Review documents/details related to bereavement cases and follow the appropriate process.
- Handled sensitive customer situations, demonstrating empathy and maintaining confidentiality throughout interactions.
- Escalated complex or exceptional cases to the appropriate team.
- Maintained quality, accuracy, and compliance standards while managing customer interactions, ensuring service level agreements were met.
Education
Bachelor of Science -
Acharya Nagarjuna University
Guntur 07.2020 - 04.2023
Skills
- Customer Handling
- ServiceNow Ticketing
- Active Directory
- Basic Knowledge on Microsoft Azure
- Bereavement Case Handling
- Data & Documentation Management
- Email Handling
- Time Management
- Basic IT Troubleshooting
Languages
English
Advanced (C1)
C1
Hindi
Intermediate (B1)
B1
Kanada
Intermediate (B1)
B1
Telugu
Advanced (C1)
C1
Timeline
Operations Representative
Concentrix pvt ltd
09.2025 - Current
Bachelor of Science -
Acharya Nagarjuna University
07.2020 - 04.2023