SRAVANI YEKULA
Onboarding Specialist
Visakhapatnam
Summary
Results-driven operations professional with over 7.5 years of experience in merchant onboarding, compliance operations, and customer service excellence. Proven track record in leading cross-functional initiatives, optimizing processes, and mentoring high-performing teams to achieve operational efficiency. Recipient of multiple performance awards for consistently delivering exceptional quality and driving measurable improvements. Possesses strong problem-solving skills, adaptability, and a proactive approach to support team success and organizational growth.
Overview
8
8
years of professional experience
Work History
Merchant Onboarding Specialist
PhonePe Private Limited
10.2021 - 06.2024
- Managed end-to-end merchant onboarding operations, reviewing P2M merchant KYC documentation with 100% RBI compliance, achieving zero non-compliance penalties across 1000+ merchant applications
- Executed dual-control verification processes as Maker and Checker, ensuring regulatory adherence and risk mitigation across all merchant onboarding workflows
- Drove process optimization initiatives by designing and implementing SOPs, decision trees, and automated Google Forms, reducing Average Handling Time (AHT) by 25% and rejection rates by 30%
- Served as primary liaison for RBI audits, collaborating with KYC auditors to identify documentation gaps and implement corrective measures, ensuring 100% audit readiness
- Led training and development programs for 5-6 team members, including Performance Improvement Plan (PIP) participants, successfully elevating team quality scores by 20% and improving overall performance metrics
- Partnered with Compliance, Business, Sales, and Growth teams to streamline onboarding workflows, reducing rework by 40% and improving operational efficiency
- Conducted root cause analysis on quality feedback and rejection patterns, creating data-driven decision trees that improved first-time-right submissions by 35%
- Award: Quality Superstar Award (3rd quarter ‘23, 1st quarter ’24) for Superior Quality Performance
Verification Associate (Non-Voice) Underwriting Services (Mortgage loan approvals) | Customer Service Representative (Voice)
HSBC
03.2018 - 10.2021
- Managed 70+ daily inbound calls for Personal Banking credit card portfolio, consistently achieving 85% customer satisfaction score (10% above company benchmark)
- Verified and processed customer loan applications using AI-powered verification tools, maintaining 98% accuracy rate while ensuring full regulatory compliance
- Designed and delivered comprehensive training programs for 6-7 new hires during On-the-Job Training (OJT), reducing ramp-up time by 20% and ensuring knowledge transfer excellence
- Innovated EMI pre-closure calculator methodology, empowering customer self-service capabilities and reducing average handling time by 15%
- Resolved complex customer issues within committed SLAs while maintaining proactive communication, achieving 92% first-call resolution rate
- Developed and maintained comprehensive process documentation and knowledge base, ensuring consistency and quality across 50+ team members
- Identified customer pain points through data analysis and provided actionable insights to product team, contributing to 3 major process improvements
- Awards: 2 Gold Awards, 1 Silver Award for outstanding performance and service excellence
Counsellor
Aviator World
11.2016 - 11.2017
- Facilitated conflict resolution among students, faculty, and parents, maintaining positive educational environment and achieving 95% satisfaction rate
- Provided personalized career guidance, skills assessments, and admissions application support to 100+ students annually
- Ensured continuity of student academic objectives through proactive intervention, monitoring, and follow-up strategies
- Student
Education
Bachelor of Computer Science - Computer Science, Statistics, and Mathematics
Andhra University
India04-2014
Skills
Document verification tools expertise
MS Office Suite proficiency
Account verification
Due diligence
Client onboarding
Underwriting
Informed decision-making
Effective problem resolution
Meticulous in quality control
Timeline
Merchant Onboarding Specialist
PhonePe Private Limited
10.2021 - 06.2024
Verification Associate (Non-Voice) Underwriting Services (Mortgage loan approvals) | Customer Service Representative (Voice)
HSBC
03.2018 - 10.2021
Counsellor
Aviator World
11.2016 - 11.2017
Bachelor of Computer Science - Computer Science, Statistics, and Mathematics
Andhra University
CERTIFICATIONS & AWARDS
Quality Superstar Award – PhonePe Private Limited (2023), Gold Award (2x) – HSBC (2019, 2021), Silver Award – HSBC (2020)
Additional information
Motivated and self-driven individual with an optimistic disposition and strong desire for self-reliance. I am committed to continuous personal development, currently focusing on acquiring proficiency in Cybersecurity, SQL and Advanced Excel. In my leisure time, I engage in Baking, Travel and Culinary exploration.