Kiran Babu Mortha

My Portfolio includes prominent clients such as Truist Bank, Mastercard, FIS, US Bank, FIS and Regions Financial Corp within the Financial sector.

• Key focus on client engagement and adoption
• Creating Business Reviews each quarter
• Building value plans aligning with client goals
• Driving monthly calls on new releases
• Onsite and virtual trainings for new clients
• Training clients on existing and new product features
• Fortnightly office hours on product functionalities
• Business process reviews to identify areas for upsell opportunities

• Over 4 years of experience as Product Expert
• Assisted Clients providing consultation on various features of application
• Trained clients on New product features and functionalities driving them towards maximum product utilization
• Understanding client requirements and providing customized solutions
• Regular client interactions through WebEx, Zoom and Teams meetings
• Gathering pain points from client and providing best possible solutions
• Conducted System Optimization Reviews to help clients understand their current level of system utilization and suggest features which best suite their working model
• Sharing expertise with team and collaborating for team success.

• Leading team of 5 for client PepsiCo Dedicated Support
• Handled escalation calls, Conducting weekly client meetings and auditing phone calls and emails for team
• Identified learning scope for team members and Trained them on Product features and functionalities
• Training new team members on Brassring Applicant tracking system and Onboarding.
• Conducted weekly client calls providing status report on existing issues.
• Creating Open and Closed ticket report for weekly client call
• Prioritizing client Projects and sharing workload within team
• Driving team to complete projects on time
• Collaborating with engineering team for quick resolution on client issues
• Auditing team calls and emails, providing regular feedback
• Collating data for client Business Review and projecting team numbers and performance in Business review calls.

• AProvided support to Brassring Applicant tracking system and On-boarding to users through phone and emails
• Worked on configuration tasks
• Generated reports that helped Client’s to review their hiring status.
• Worked on maintenance tasks delivering along timelines
• Worked of several projects for client delivering as expected
• Guiding new team members to make them well versed with Product and Process.

• Responsible for providing timely responses to client questions over phone and/ or email
• Managed high levels of call flow and responded to technical support needs.
• Providing superior customer service and training to clients
• Provide quick problem solving including fixing errors, creating alternative methods of completing task, correcting user errors, and correcting system inconsistencies
• Providing technical and non-technical support for Kenexa’s web-based applications to clients worldwide
• Providing detailed and accurate cases for all client contacts.

• Worked as Customer Service Executive for 44 months with HSBC
• Initially worked with Card services handling credit card account for US customers
• Later on business requirement, moved to Retail services to work on retail accounts for US customers
• Worked in sales through service environment where it is believed that excellent customer service would result in sale
• Responsible for handling inbound customer queries on various products and services offered by bank
• Assisting customers with their queries related to credit card accounts and retail accounts
• Managing team in absence of Manager
• Maintaining SLA on different parameters like AHT, Quality, Sales rate and Offer rate
• Providing excellent customer service to every customer and offering valued product at end of call
• Evaluating individual and team’s performance and creating strategies to improvise results
• Walking floor (floor walking) helping new agents with their queries