Summary
Overview
Work History
Education
Skills
Timeline
SeniorSoftwareEngineer

SONIKA CHINTHA

Senior Executive
Hyderabad,Telangana

Summary

A self-motivated professional with 9 plus years of experience with excellent interpersonal skills and a high degree of customer orientation and an edge in people management seeking challenging job opportunities in the customer service Industry. Genpact - 3Years and 4 Months of experience in the field Customer service (Inbound) United Health Group (UHG) - 6 Months of experience as Implementation Analyst. HSBC - 5 years and 9 months of experience as Customer Service Representative. 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

Overview

10
10
years of professional experience
1
1
Language

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
  • Job description
  • Manage the requirement for customer, lending commercial loan by mortgaging the property
  • Processing syndication loans, bullet repayment loans along with the bilateral loans
  • Calculate the amount to be repaid by the customer to the bank
  • Release the properties after all lending repaid
  • Auditing the entire process before releasing the security
  • Communicate the process related queries with the business area in case of anomalies or ambiguity
  • Based on the timely analysis of volumes, work in different queues to avoid SLA breach
  • Update the incomplete data responses which we received form the business area and assign back to the processors
  • Quick learner and flexible in the process to multi task based on priority basis as instructed
  • Ability to work on multiple queues and make sure to complete the Quality check for staff on daily basis
  • Actively participate in team activities, trainings and meetings
  • Trained staff in multiple queues
  • Mitigation of risk by doing 100% manual checks of letters
  • Timely escalations to line manager of any issues

Implementation Analyst

Artech Infosystems, 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
  • Achievements:
  • Received Best Trainee Award
  • Received Production Champion Award for meeting more than expected targets
  • Received Certificates of Attendance for 100% Attendance (0 leaves in 6months)

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
  • Achievements:
  • Always met the SLA (Service Level Agreement) according to the client expectations
  • Worked with client directly with zero escalations
  • Received 4 Bronze awards for being the Extra Miler Performer, Customer Centricity, and Individual
  • Excellence and 14 Best performance grades
  • 18 Appreciation calls

Education

Post - Finance

Siddhartha Institute of Computer Science, Siddhartha Degree College HYD
2016

B.com - undefined

12

Intermediate - Stream

Pragathi junior College
09

M.E.C - undefined

Stanley Girls High School
2007

Skills

  • STRENGTHS:
  • Good rapport with colleagues and stake holders
  • Team Player
  • Good analytical and problem solving skills
  • Quick learner
  • PERSONAL PROFILE
  • Father’ s Name : K Venkateswar Rao
  • Date of Birth : 06-02-1992
  • Gender : Female

Timeline

Customer Service Representative

HSBC
02.2017 - 10.2022

Implementation Analyst

Artech Infosystems, United Health Group, UHG
06.2016 - 12.2016

Process Developer

GENPACT
01.2013 - 05.2016

Post - Finance

Siddhartha Institute of Computer Science, Siddhartha Degree College HYD

B.com - undefined

Intermediate - Stream

Pragathi junior College

M.E.C - undefined

Stanley Girls High School

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SONIKA CHINTHASenior Executive