Senior Executive - Customer Relations
Komal Ganesh Ekkaldevi
Bureau Veritas
Mumbai
8
years of professional experience
Work History
Senior Executive - Customer Relations
6 Months- Managed the end-to-end coordination of ISO certification processes for ISO 9001:2015, ISO 14001:2015, and ISO 45001:2018, including new applications, audit planning, certification activities, certificate issuance, recertification, and final handover to clients.
- Coordinated with auditors to determine and allocate audit man-days based on client codes, scope, applicable standards, and certification requirements, ensuring timely audit scheduling and dashboard blocking.
- Managed New Application SMARTCERT and Change Request activities in SmartCert, ensuring accurate documentation, timely processing, and closure in line with client requirements.
- Handled SMAX service requests, including raising, tracking, coordinating, and closing applications within defined timelines.
- Planned and scheduled auditors based on auditor availability, applicable standards, client scope, certification requirements, and audit timelines.
- Coordinated with clients, auditors, and cross-functional internal teams to ensure the smooth and timely execution of certification and audit activities.
- Monitored pending actions, maintained trackers, followed up with stakeholders, and ensured timely closure of certification-related requirements.
- Established and maintained long-term client relationships through consistent service delivery, effective communication, and timely resolution of client requirements.
- Enhanced customer satisfaction by streamlining communication and improving response and turnaround times.
- Identified process bottlenecks and supported process improvements and operational efficiencies to streamline existing workflows.
- Managed cross-functional coordination to ensure successful completion of projects and certification activities within defined timelines and organizational requirements.
- Developed practical solutions to complex operational challenges, contributing to improved process efficiency and organizational performance.
- Supported and mentored junior team members by sharing process knowledge and best practices, contributing to team capability and professional development.
- Participated as an Observer during an ISO 9001:2015 client audit, gaining practical exposure to audit execution, client-site assessment, and certification requirements.
- Received an Award and Certificate of Appreciation in recognition of performance and contribution to the organization.
Senior Representative Operations
6 Months- Managed end-to-end healthcare operations by understanding member requirements and resolving service-related requests accurately and efficiently.
- Coordinated with internal teams and healthcare providers to ensure timely resolution of matters related to prescription coverage, claim status, referrals, and enrollment support.
- Utilized internal systems and process tools to review benefits, claim details, provider information, formulary coverage, and payment calculations while ensuring compliance with policies.
- Followed strict verification procedures and HIPAA guidelines while handling sensitive member information and third-party requests.
- Delivered clear, empathetic communication and maintained a high standard of service quality during complex or time-sensitive situations.
- Assisted with payment-related queries, premium support, rewards usage, and member documentation while ensuring accurate records.
- Maintained operational quality standards, process adherence, and resolution accuracy in a fast-paced healthcare environment.
Senior Project Executive - Tech Operations
2 Months- Coordinating deployments, validating post-release checks, and handling rollback procedures if needed.
- Reporting & Documentation.
- Monitoring and maintaining system uptime and ensuring incidents are resolved.
- Communicating with development teams, QA, infrastructure, and vendors to ensure smooth operations.
- Understanding of agile methodology and ITIL processes related to incident, change, and problem management.
Senior Project Executive - Operations
1 Year 5 Months- Managed performance evaluation, goal setting, coaching, and development plans for team members.
- Coordinated change and production requests with internal teams.
- Created ACE Stories highlighting customer satisfaction.
- Authored marketing content, proofread, and edited materials for publication.
- Monitored and addressed change and production requests on a daily basis, coordinating with various teams to resolve issues.
- Developed Business Requirement Documents (BRDs) for new requests and for creating web portals for banks and applications for field engineers.
- Performed risk score analysis for the complete list of ATM sites on a monthly basis.
- Planned and managed project activities to ensure timely and successful execution.
- Managed daily interactions with internal team coordination, providing updates on project plans and user acceptance testing (UAT).
- Developed Business Requirement Documents (BRDs).
- Coordinated with development resources to ensure timely application completion and unit testing.
- Provided regular status updates to internal stakeholders and communicated key information to upper management and clients.
- Worked on Change request and production request with the internal department Channel Management, Reconciliation, BNA, Help Desk & Cash.
Management Trainee
1 Year- Collaborated with cross-functional teams and PMO to define, prioritize, and manage projects.
- Tracked timesheets weekly; followed up with teams to ensure timely submissions and accuracy.
- Improved billability by coordinating with Account Leads and Project Managers.
- Generated and maintained reports on timesheets, onboarding, attrition, and headcount.
- Maintained trackers for client accounts, runoff accounts, and resource allocations.
- Ensured timely responses to queries from delivery, Finance, IT, HR, and Staffing teams.
- Supported onboarding/offboarding processes and handled associated documentation.
- Acted as Regional SPOC for operational matters and HR coordination.
Customer Service Executive
1 Year 6 Months- Led a team of customer service representatives; oversaw service processes and ensured high-quality support delivery.
- Resolved escalated customer complaints and managed timely email responses.
- Developed customer service policies, procedures, and training programs to standardize support and improve team performance.
- Monitored team productivity and provided software/product training to enhance service quality.
- Ensured a positive work environment while maintaining strong product knowledge.
- Managed end-to-end recruitment, including job postings and aligning with hiring needs.
- Supervised staff activities related to HR functions like compensation, employee relations, and labor compliance.
- Handled operations, vendor coordination, and supply order analysis across departments.
- Created, edited, and published engaging content for Instagram, Facebook, LinkedIn, and Twitter.
Customer Care Executive
3 Months- Handle complaints, provide appropriate solutions and alternatives within the time limits, and follow up to ensure resolution.
- Keep records of customer interactions, process customer accounts, and file development documents.
- Follow communication procedures, guidelines, and policies.
Education
MBA - Project Management
M.COM - Management
Skills
Operations Management & Support
Project Coordination & PMO Activities
Project Planning
Business Requirement Documentation
Change and Release Management
Agile Methodology
Stakeholder Coordination
Process Improvement & Reporting
Team Performance Management
User Acceptance Testing
Incident Resolution
Client Relations
Staff Recruitment & Training
Social Media Content Creation
Awards & Recognition
Certification of Appreciation - Bureau Veritas Pvt Ltd
Star Performer GIN-SHOU - Hitachi Payment Services Pvt Ltd
Secured 3rd Rank in Master’s Program - University of Mumbai
Certificate of Appreciation - FUDX
Certificate of Appreciation - HOD
Languages
- English
- Hindi
- Telugu
Hobbies and Interests
Reading and personal development, Creative writing and blogging, Volunteering and community service, Traveling and exploring cultures
Timeline
Senior Executive - Customer Relations
Bureau Veritas
04.2026 - 10.2026Read More
Senior Representative Operations
United HealthCare Group
09.2025 - 03.2026Read More
Senior Project Executive - Tech Operations
Hitachi Payments Services Pvt Ltd
04.2025 - 06.2025Read More
Senior Project Executive - Operations
Hitachi Payments Sevices Pvt Ltd
10.2023 - 03.2025Read More
Management Trainee
DXC Technology
07.2022 - 07.2023Read More
Customer Service Executive
FUDX
12.2020 - 06.2022Read More
Customer Care Executive
Pace Setter Pvt Ltd
01.2019 - 04.2019Read More
Indian Institute Of Business Management Studies
MBA from Project Management
Read More
Lala Lajpatrai College (University of Mumbai)
M.COM from Management
Read More