Lakshmi Sohita Munjuluri
Rajahmundry
Summary
Results-driven Senior Client Service Specialist known for productivity and efficiency in task completion. Specialise in client relationship management, strategic planning, and problem-solving to enhance service delivery. Excel in communication, adaptability, and teamwork to achieve client satisfaction and operational goals.
Overview
8
8
years of professional experience
4
4
years of post-secondary education
Work History
Senior Client Service Specialist
Synchrony Financial
Hyderabad
11.2022 - Current
- Handle discrepancies of customers across USA
- Part of Credit card Issuance and Dispute resolution services
- Detect the possible Fraudulent activities on the customer's bank account, change the promotional offers, check the payment details.
- Flag processing flaws and report them
- Work with various Internal departments such as Fraud, collections and Escalation help desk and provide quick resolution with less wrap up time.
- Well-versed on tools like Moxie, FDR, VMware workstation, CxOne to assist and respond to queries and go through the account details.
- Display Analytical, problem solving and technical skills to reduce the wrap up time and escalations.
Client Service Specialist
Diebold Nixdorf
Hyderabad
02.2021 - 09.2022
- Assisted in solving technical issues related to ATM machines owned and managed by Diebold.
- Part of 24x7 elite banking support team which is meant to resolve client issues with lowest TTL possible.
- Interacted with international banks and their technical teams to understand where the crux of the problem is and solved and/or escalated internally to get resolution on time.
- Wrote runbooks and KBAs to keep rest of the team updated with resolution process to avoid spending time in fixing recurring issues.
- Worked on various internal tools like ServiceNow, Diebold Support Centre, Zoom etc.
- Helped extensively in client resolution even during remote-only office setup.
Process Consultant
HGS
Hyderabad
06.2019 - 08.2020
- Processed pending financial claims for the customers which are stuck due to one-offs and needing approvals due to exceeding amounts.
- Prepared excel graphs/charts showing the inflow and outflow of funds, expenses and outstanding claims which eased business understand how the financial flow and forecasting is looking like from a visual standpoint.
- Part of arbitration team which heard client complaints and helped get them to the best resolution possible.
- Collaborated with Sales team around company financials and approvals and participated in RFPs and RFls for various third-party purchases.
- Participated in renewing licenses and sales orders on a quarterly and yearly basis.
- Helped move company to adopt subscription-based licensing for various third party purchases saving hundreds and thousands of dollars on an yearly basis.
Process Associate
Accenture
Hyderabad
08.2018 - 03.2019
- Support and guide in solving technical issues by using an internal tool with the newly launched products of the Organisation.
- Part of versatile operations professional who supports routine daily workflows within an organization
- Execute routine tasks like invoice processing and reconciliations.
- Accurately update and maintain client databases
- Worked with various internal teams by sharing necessary information.
- Resolving client requests, questions and complaints frequently requiring analysis of situations to determine the best use of resources.
Education
Bachelor of Engineering - Electronics and communication
Godavari Institute of Engineering And Technology
Rajahmundry , India 05.2012 - 05.2016
Skills
- CareerHighlights
- 7 years of experience in client service domain
- Good working knowledge in assisting with conflict resolution
- Experience in dealing with international clients by resolving queries
- Excellent understanding of Human resources and disputes resolution framework and how that enhances company's values and output as a whole
- Ability to learn tools and processes required at the workplace in no time and hit th ground running in every job I am at
- Fraud detection
- Dispute resolution
- Account management
- Productivity: MS Office, MS Excel, Zoom, MS Teams etc
Tools
MS Office, MS Excel, Zoom, MS Teams, Zen-desk, Service Now, Diebold Service Centre, CRM, Go Now, Moxie, FDR, Naviater, VMware workstation, CxOne
Timeline
Senior Client Service Specialist
Synchrony Financial
11.2022 - Current
Client Service Specialist
Diebold Nixdorf
02.2021 - 09.2022
Process Consultant
HGS
06.2019 - 08.2020
Process Associate
Accenture
08.2018 - 03.2019
Bachelor of Engineering - Electronics and communication
Godavari Institute of Engineering And Technology
05.2012 - 05.2016