Overview
Work History
Education
Skills
Websites
Languages
CUST
Timeline
Generic

Santhoshini Shivshankar

Mysore

Overview

6
6
years of professional experience

Work History

Process Executive

Infosys BPM
12.2022 - Current
  • Collaborated closely with other departments for achieving operational excellence across the organization.
  • Investigated basic issues and escalated more complicated concerns.
  • Answered telephone or online requests and completed interactions quickly to meet productivity goals.
  • Improved process efficiency by analyzing, identifying bottlenecks, and implementing corrective actions.
  • Maintained strict adherence to quality standards by conducting regular audits, resulting in reduced error rates.
  • Provided training and mentorship to team members, fostering a culture of learning and growth.
  • Managed cross-functional teams in order to achieve project goals within deadlines.
  • Conducted root cause analyses to identify underlying issues affecting process performance, enabling targeted solutions that addressed core problems rather than symptoms alone.
  • Coordinated multi-team process initialization, reducing associated redundancies and dependencies.
  • Achieved recognition as a subject matter expert in my field, often consulted by colleagues and management for advice on complex process challenges.
  • Established a culture of continuous improvement by fostering open communication, encouraging feedback, and implementing employee suggestions for process enhancements.
  • Inputted and submitted client information to facilitate speedy processing of paperwork.
  • Championed best practices in process management throughout the organization, resulting in increased collaboration among departments and better overall outcomes.
  • Analyzed performance data to identify trends and areas for improvement, presenting findings to management.
  • Collaborated with cross-functional teams to identify process bottlenecks and devise effective solutions.
  • Improved process accuracy, conducting thorough quality checks and implementing corrective measures.
  • Boosted customer satisfaction, responding promptly to inquiries and resolving issues efficiently.
  • Reduced process downtime with meticulous maintenance and timely upgrades of software tools.
  • Enhanced team productivity by streamlining workflow processes and eliminating redundant steps.
  • Created reports, presentations and other materials for executive staff.
  • Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
  • Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Responded proactively and positively to rapid change.
  • Identified and resolved discrepancies and errors in customer accounts.

Program Advisor

University of the People (Vandey Consultancy Services Pvt Ltd)
01.2021 - 05.2022


  • Streamlined processes for increased efficiency by identifying areas of improvement and implementing best practices.
  • Continuously monitored program progress to proactively address potential issues and ensure successful outcomes.
  • Maximized participant satisfaction by providing tailored guidance and support throughout their program journey.
  • Created detailed reports documenting program performance, highlighting successes and areas for improvement.
  • Provided exceptional support during peak registration periods, ensuring students had access to required information and resources.
  • Provided critical support during enrollment periods, streamlining process for both students and staff.
  • Utilized CRM software to track customer interactions, ensuring accurate documentation of all correspondence for future reference.
  • Maintained a high level of accuracy in all email correspondences, ensuring that customers received clear and concise information to address their inquiries effectively.
  • Enhanced customer satisfaction by promptly addressing and resolving email inquiries.
  • Managed a high volume of emails daily, prioritizing tasks to maintain productivity and efficiency.
  • Provided exceptional service under tight deadlines during peak periods, maintaining composure while managing a high workload efficiently.
  • Achieved high-quality support by consistently meeting or exceeding performance metrics.
  • Built trusting relationships with clients through open and honest communication.
  • Assisted in reducing response times by creating pre-written responses for frequently asked questions from customers.
  • Successfully resolved escalated cases through active listening, empathy, and effective problem-solving techniques.
  • Kept accurate records of customer support interactions using defined methods and tools.
  • Deployed problem solving, analytics and intuitive skills and offered productive solutions that met customer needs.
  • Supported new client implementations through virtual training and educated customers on how to send payments.
  • Maintained up-to-date knowledge on company products and services to effectively assist customers in their inquiries.
  • Conducted regular follow-ups with customers to confirm resolution of their concerns and promote ongoing satisfaction.
  • Researched and identified solutions to technical problems.
  • Offered assistance in implementing and developing training programs.

Accounts Manager

Katariya Consultancy India LLP
10.2019 - 06.2020


  • Increased account profitability by identifying areas for cost reduction without sacrificing quality or service levels.
  • Collaborated with sales teams to identify new opportunities, driving revenue growth.
  • Strengthened relationships with key clients, leading to increased repeat business.
  • Streamlined account management processes for better organization and time management.
  • Boosted client satisfaction by effectively managing accounts and addressing concerns promptly.
  • Optimized internal communication between departments to address client inquiries efficiently and accurately.
  • Proactively communicated updates and changes in company policies to clients, ensuring their understanding and compliance.

Education

Master of Business Administration - Accounting and Finance

University of Mysore
Mysore, India
01.2019

Skills

  • Workflow Analysis
  • Claims processing
  • Efficiency improvement
  • Process flows
  • Escalation procedures
  • Document preparation
  • Compliance
  • Report writing skills
  • Time management
  • Process development
  • Active listening
  • Microsoft office
  • Work Planning and Prioritization
  • Customer satisfaction evaluation
  • Analytical thinking
  • Critical thinking
  • Administrative management
  • Relationship building
  • Teamwork and collaboration

Websites

Languages

English
Bilingual or Proficient (C2)
Hindi
Bilingual or Proficient (C2)
Telugu
Bilingual or Proficient (C2)
Tamil
Bilingual or Proficient (C2)
Kannada
Bilingual or Proficient (C2)

CUST

  • Former Employee at Katariya Consultancy India LLP
  • Santhoshini97@gmail.com
  • This resume was automatically generated from: https://www.linkedin.com/in/santhoshini-shivshankar-586740181

Timeline

Process Executive

Infosys BPM
12.2022 - Current

Program Advisor

University of the People (Vandey Consultancy Services Pvt Ltd)
01.2021 - 05.2022

Accounts Manager

Katariya Consultancy India LLP
10.2019 - 06.2020

Master of Business Administration - Accounting and Finance

University of Mysore

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Santhoshini Shivshankar