Keerthan C A
Process Associate
Bengaluru
Summary
Proven Process Associate at Daily Rounds/Marrow with expertise in process improvement and customer support. Skilled in process and report analysis, adept at enhancing customer satisfaction and operational efficiency. Successfully managed KYC verifications, reducing verification time significantly. Collaborated effectively across teams, demonstrating strong communication skills and a commitment to excellence. Process Associate seasoned in coordinating and implementing business process improvement projects while enhancing effectiveness and efficiency in support of business goals. Strong record in designing process architecture, establishing process measurement systems and educating Process Associate to manage processes effectively.
Overview
5
5
years of professional experience
Work History
Process Associate
Daily Rounds/Marrow (Neuroglia Health Pvt Ltd)
06.2022 - 11.2023
- Responded to customer inquiries, concerns, and issues via emails, phone, and live chat using the Freshdesk platform. Maintained a high level of customer satisfaction through timely and effective resolution of issues.
- Created, assigned, and prioritized support tickets within Freshdesk, ensuring accurate categorization and tagging for efficient tracking and reporting. Conducted regular audits of the ticketing system to ensure data accuracy and compliance with company standards.
- Managed KYC team with KYC data verifications, ensuring smooth work closures with the team, guiding them and conducting refresher sessions and giving KT for new joiners.
- Having a secured verification for Foreign medical students, verifying their passports/VISA and additional required documents to ensure their authenticity.
- Tested mobile applications on various platforms (iOS, Android) to ensure consistent functionality and user experience. Identified and reported software defects, providing detailed bug reports, and collaborated with developers to resolve issues. Coordinated beta testing phases with end-users and gathered feedback to enhance product quality.
- Verified the authenticity and accuracy of user-provided KYC documents such as identification cards, passports, utility bills, and bank statements. Cross-checked information against external databases and sources to validate personal details. Developed a streamlined verification process that reduced the average verification by specified time.
- Communicated effectively with colleagues and supervisors to resolve issues promptly and accurately. Collaborated with team members for enhanced process efficiency and productivity. Managed multiple tasks simultaneously.
- Adhered to all deadlines, managing time effectively to complete tasks within designated timeframes. Maintained high levels of data confidentiality through adherence to company policies and procedures.
Content Reviewer
Concentrix
09.2021 - 06.2022
- Enhanced content quality by reviewing and editing submissions for grammar, style, and accuracy.
- Reviewing on Google Ads for Google Trust&Safety, ensuring company standards on Ads, filtering, editing the given criteria's.
- Established strong relationships with cross-functional teams, collaborating on projects to improve content visibility, accessibility, and discoverability across platforms.
- Collaborated with team members to develop guidelines and best practices for content submission and review.
Relationship Manager
CARS24
02.2020 - 04.2021
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Working on calls and emails to customers, guiding them with our products/used vehicles sales.
- Built and maintained relationships with new and existing clients while providing high level of expertise.
- Participated in staff meetings to discuss innovative strategies to improve services.
Operational Executive
Bounce Rentals
01.2019 - 01.2020
- Reviewed contracts thoroughly, ensuring compliance with legal requirements and protecting company interests effectively.
- Managing team mates on field/area hubs, tracking lost/stolen vehicles via vehicle GPS trackers.
- Reduced operational costs with careful budget management and strategic vendor negotiations.
- Mentored junior staff members, sharing expertise on best practices in operations management.
Education
Bachelor of Computer Applications - Computer And Information Sciences
Sri Venkateshwara First Grade College
Bengaluru, India 04.2001 -
Skills
- Process Analysis
- Report Analysis
- Customer relations/Support
- Customer handling/negotiations
- Process Improvement
- Call Management
- Software Knowledge
- Teamwork and Collaboration
- Interpersonal Skills
- Excellent Communication
- Customer handling/negotiations
Timeline
Process Associate
Daily Rounds/Marrow (Neuroglia Health Pvt Ltd)
06.2022 - 11.2023
Content Reviewer
Concentrix
09.2021 - 06.2022
Relationship Manager
CARS24
02.2020 - 04.2021
Operational Executive
Bounce Rentals
01.2019 - 01.2020
Bachelor of Computer Applications - Computer And Information Sciences
Sri Venkateshwara First Grade College
04.2001 -
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