SONIKA CHINTHA
Senior Executive
Hyderabad
Summary
Forward-thinking senior executive bringing 9+ years of expertise in Operations for banking sector businesses. Dealing with lending commercial loan by mortgaging the property, calculate the amount to be repaid by the customer to the bank and release the properties after all lending is repaid.
Overview
10
10
years of professional experience
Work History
Customer Service Representative
HSBC
02.2017 - 10.2022
- Maintained performance MIS for the trainee which allows the team leader to decide upon their sign off
- Ensured all the complaints received are investigated & responded back within the stipulated timescales
- Being a process specialist, investigate complaints and suggested alternate solutions basing on my process knowledge and prepared sequence of events
- Have been a point of contact for process related queries in the team
- Good Understanding of Risks and necessary checks to be done in process
- Aware of Global Standards and Lines of Business
- Doing a route cause analysis for the external and internal errors received and finding out alternate solutions in helping the team lead to meet the teams overall quality percentage.
Implementation Analyst
United Health Group (UHG)
06.2016 - 12.2016
- Dealing with group insurance
- Implementing the customer Policy Benefits of US customers by referring SOP's
- Making Readiness of Policy in order to avail the Benefits by the customer
- Ensuring Quality is maintained at 100% with 0 errors
- Completing the cases in prescribed TAT.
Process Developer
GENPACT
01.2013 - 05.2016
- Effectively address customer queries by understanding challenges faced by the customer
- Ensured to set process for addressing customer queries
- Document reasons for customer dissatisfaction for all the queries and the challenges faced
- Understand and upgrade product and process knowledge to meet required standards of customer resolution on an ongoing basis
- Generating leads
- Tracking and analysis of Customer Policy Account as per the request received
- Responsible for verifying documents as per the request received to Cancel & Refund the amount
- Send E-mails or Fax to Customers or Agents for proper documents or proof
- Escalating the request to Underwriter for any disputes
- Manually calculate the amount which needs to be refunded
- Send out E-mail or Fax the letter for the amount generated
- Taking some initiatives like helping on queries to the team members and helping new processors in the team as buddy up trainer and also given process training
- Understood processes and work flows to made recommendations for process improvements.
Education
Post-Graduation - Finance
Siddhartha Institute of Computer Science
01.2012 - 1 2016
Graduation - B.com (comp)
Siddhartha Degree College HYD.
01.2009 - 1 2012
Intermediate - M.E.C
Pragathi junior College, HYD
01.2007 - 1 2009
Schooling - undefined
Stanley Girls High School, HYD
01.1998 - 1 2007
Skills
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities Committed to maintaining professional relationships to increase profitability and drive business results
Complaint resolution
Collaborated with team members to develop best practices for consistent customer service delivery
Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates
Responded to customer requests, offering excellent support and tailored recommendations to address needs
Maintained up-to-date knowledge of product and service changes
Cross-trained and backed up other customer service managers
Promptly responded to inquiries and requests from prospective customers
Summary
- Genpact, 3 Years and 4 Months, Customer service (Inbound)
- United Health Group (UHG), 6 Months, Implementation Analyst
- HSBC, 5 years and 9 months, Customer Service Representative
Personal Information
- Father's Name: K. Venkateswar Rao
- Date of Birth: 06/02/1992
- Gender: Female
- Nationality: Indian
- Marital Status: Married
Core Objectives
- Acquire and update knowledge on procedures related to relevant process.
- Ensure that the process requirements are met, adhered to, completed in accordance with established procedures and standards set.
- Assist line manager/supervisor with managing day-to-day operations and support peers on process if needed
- Provide service to customers by focusing on resolving requests efficiently, accurately, and professionally.
- Demonstrate knowledge of features, benefits and procedures and take initiative to review daily process updates for defect free implementation
Timeline
Customer Service Representative
HSBC
02.2017 - 10.2022
Implementation Analyst
United Health Group (UHG)
06.2016 - 12.2016
Process Developer
GENPACT
01.2013 - 05.2016
Post-Graduation - Finance
Siddhartha Institute of Computer Science
01.2012 - 1 2016
Graduation - B.com (comp)
Siddhartha Degree College HYD.
01.2009 - 1 2012
Intermediate - M.E.C
Pragathi junior College, HYD
01.2007 - 1 2009
Schooling - undefined
Stanley Girls High School, HYD
01.1998 - 1 2007