Sri Amruthavalli Rangavazhula
Sr. Business Specialist
Hyderabad,TG
Summary
Experienced Sr. Business Specialist with over 7 years of experience in Customer Operations. Excellent reputation for resolving problems and improving customer satisfaction. Skilled in People Management, Negotiation, Internal Audit, Coaching and Communication.
Overview
5
5
Certifications
4
4
years of post-secondary education
7
7
years of professional experience
Work History
Senior TA Operations Representative
Franklin Templeton Intl Services
Hyderabad
06.2014 - Current
- Organized entire work place, Monitored employee performance in absence of Customer Service Manager.
- Motivated and led team towards higher quality, increased productivity, coached and mentored to minimize turnovers.
- SME for all functions performed by members within team.
- Quality assurance on Processing to identify additional training needs for each representative or complete department to improve Customer service expectancies.
- Assisted in training of new customer service representatives.
- Contributed in development of new policies and procedures.
- Led and delegate responsibilities to team with over 15 representatives.
- Identify and escalate risk-based alerts to Senior Management for any actions.
- Ensure SLA and TAT for process are met and prioritize/assign accordingly to team.
- Demonstrated strong investigative skills and ability to work independently.
- Identified multiple significant cases, red flags and patterns associated with laundering of illicit funds.
- Internally audited New Accounts compliance with KYC procedures.
- Developed and leveraged internal and external relationships to achieve shared goals, satisfy customer needs, resolve problems and increase business insights.
- Performed high level failure (error) investigations which may be either operational or business specific in nature.
- Proactively identified opportunities that contribute to satisfaction of operational goals through workflow, productivity and quality.
- Support change management activities by demonstrating understanding of lean concepts and improvements to existing workflow.
- Active contribution to projects representing department/site.
Education
MBA - Human Resources Management
Mother Theresa PG College
Hyderabad 06.2016 - 01.2018
Bachelor of Arts - Commerce
Indian Institute of Management And Commerce
Hyderabad 06.2011 - 05.2014
Skills
Team Management
undefinedAdditional Information
- Projects KYC Refresh and Dormant accounts: Currently working for KYC Refresh project, review KYC of the client, request missing information from CDS and escalate the discrepancies in the process with project team. Reviewed KYC for approx. 1K clients.
- CO – Automation Readiness / Intelligent Automation: Worked as a Key player in analyzing, testing, delivering 2 process automations via RPA. Collaborated with PMO team to perform suitability test, prepare bot documentation and P&Ps ahead of Go Live. Liaised with supervisors and Managers to streamline the processes. Overall time saved was 12 FTE per Year.
- Robotics Process Automation: Worked as a SME to prepare RPA Inventory with all the work types along with the type of document used (image/fax/email etc), AHT and Region Specifics. Presented the data to higher management to seek approvals and deploy the bot from management and PMO teams. Overall time saved was 6 FTE per Month.
- Common Reporting Standards: SME and SPOC from Hyderabad site for all the research and modifications done in database to support the new fields in Riva. Performed SIT, UAT, regression testing and submitted defects found. Prepared P&P for new process and trained team. Allocated and monitored bulk tasks and made sure deadlines are met.
- CO - Efficiencies on emails: Worked as SME, gathered data from the different mailboxes that are handled across department. Worked with business partners and Management in streamlining the process which helps in minimizing email traffic and TAT for transactional based emails. With this the TAT has been decreased to 1 hour for urgent emails and 4 hours for rest of the emails.
Accomplishments
· Awarded ‘Take a Bow’ for achieving 100% Accuracy with 100% productivity.
· Received multiple ‘Applause’ awards for achieving 100% Accuracy with 150+% productivity.
· Recognized as ‘Team Champion’ for achieving 100% Accuracy as a team for 6months in a row.
· Bestowed ‘Exceptional Performer’ Award for contribution towards CRS project.
Process Highlights
- Co-ordinated with Business Partners from Poznan and Client Dealer Services in regards with Transition of 15 tasks from Poznan to Hyderabad within 3 months.
- Proposed and implemented an idea which saved 2 mins per transaction (0.5 FTE Annually).
- Trained Business partners as part of Business Continuity and responsible for preparing training materials and respective P&P documentations.
- Developed a Macro for team to update their daily additional contributions(Time saved 1 FTE Annually).
Certification
Certified Continuous Improvement Champion, from Franklin Templeton
Timeline
Excel: Introduction to Macros and VBA
08-2021
How to Manage and Influence your Virtual Team
10-2020
Inspirational Leadership skills
09-2020
Giving and Receiving Feedback for Management and Leadership
09-2020
Certified Continuous Improvement Champion, from Franklin Templeton
07-2017
MBA - Human Resources Management
Mother Theresa PG College
06.2016 - 01.2018
Senior TA Operations Representative
Franklin Templeton Intl Services
06.2014 - Current
Bachelor of Arts - Commerce
Indian Institute of Management And Commerce
06.2011 - 05.2014
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