Sneha Vedala

Knowledgeable with background in resolving complex customer issues efficiently. Proven track record in mediating conflicts and implementing solutions that have enhanced customer satisfaction. Demonstrated ability to manage high-pressure situations and utilize effective communication and problem-solving skills.

To be associated with an organization that gives scope to apply my knowledge and skill and to be a part of team that dynamically works towards the growth of the organization.

• Managed social media escalations and Level 2 refund cases for business owner clients.
• Coordinated with coaches to resolve client concerns during coaching programs.
• Led program management activities for both online and offline sessions.
• Created and maintained escalation trackers for efficient issue resolution and follow-ups.
• Developed an automated chatbot to reduce manual effort and improve team productivity.
• Created refund and productivity dashboards for management reporting and data transparency.
• Audited customer interaction and collection calls to ensure quality and compliance standards.
• Conducted feedback sessions, refresher trainings, call calibrations, and QA certifications.
• Managed customer escalations and resolved high-priority concerns effectively.
• Published weekly QA, productivity, and performance reports to monitor SLA and team targets.
• Developed Corrective Action Plan (CAP) processes to improve compliance and reduce customer complaints.
• Created SOPs and implemented automation/process improvements to optimize operational efficiency.
• Led and managed a team of 13 Quality Analysts while monitoring workflow and productivity.
• Handled Accounts Receivable and Revenue Cycle Management operations for US healthcare clients.
• Utilized MS Excel, Macros, MIS reporting, and automation tools for operational tracking and analysis

• Lean Certified. Ace (5 Star) for successfully mitigating the MS Access based automation tool for refund to one of the payers to eliminate manual intervention of workflow

• Received many client awards during my tenure for maintaining 100% Quality, meeting all the targets and for handling escalated issues independently

• Awarded 3 times with rewards and recognition and also received several client appreciation

• Awarded as the best Employee for the Quarterly performance and had been recognized for being the best performer constantly in the organization.

• Introduced CAT ( Corrective Action Plan) format to reduce the customer complaints by taking strict actions for ZTP cases

• Created Google dashboard to show the data transperancy through Google studios.

• Packages: MS-Office, MS- Excel

• Operating Systems: Windows XP, 07, 10

• Google Studios( dashboard)

• Systematic Approach, quick adaptability to new technologies

• Good team handling skills to ensure the team delivers highest of production and quality numbers in the absence of my team lead

• Ability to work in Flexible times

• Willingness to learn and explore new opportunities

• Excellent communicator - can communicate effectively and professionally with individuals in all levels of business

• Strong Office Productivity Software Skills

• Highly organized and efficient work style

Industrial Visits: Visited Tata Consultancy services, Infosys.

Seminars: A seminar on Security technologies conducted by VNR (Vignan Jyothi Engineering College). Training Programs attended: A workshop conducted by IBM on DB2 and Java

Husband’s Name : Praveen Gade

DOB : 04 April 1992

Nationality : Indian

Languages Known : English, Telugu, Hindi, Kannada , Tamil

Permanent Address : Hyderabad, India - 500049

I hereby declare that the particulars of information furnished above are true to the best of my knowledge &

belief.

Date:

Place: Hyderabad (Sneha Vedala)