Swetha Mulagalapalli
Hyderabad
Summary
Versatile, results-driven professional with 7 years’ experience in billing and collections, payment operations, and digital platform support. Skilled in managing transactions, billing, invoicing (Zuora), credit evaluation, and process optimization. Adept at resolving complex customer issues, improving cash flow, and enhancing operational efficiency through strong communication and cross-functional collaboration.
Overview
7
7
years of professional experience
Work History
Billing and Collections Specialist
Yext
02.2025 - 07.2025
- Served as the primary point of contact for customers regarding billing inquiries, account status, and payment options, ensuring a positive customer experience.
- Delivered clear, professional, and empathetic communication when assisting customers with complex billing questions or disputes.
- Resolved customer concerns by researching issues, providing accurate information, and offering timely solutions to prevent repeat calls.
- Educated customers on billing processes, account features, and available payment programs to promote transparency and prevent confusion.
- Maintained a high level of customer satisfaction by consistently meeting service-level expectations, and adhering to quality standards.
- De-escalated challenging interactions while preserving strong customer relationships, and protecting the company reputation.
- Documented all customer interactions thoroughly in CRM systems to ensure accurate records, and seamless follow-up.
- Collaborated with cross-functional teams—including sales, service, and finance—to resolve customer issues and streamline communication.
- Identified trends in customer feedback, and recommended improvements to enhance billing clarity, reduce disputes, and improve service delivery.
- Assisted customers with account setup, updates, and verification, while adhering to privacy and compliance requirements.
Payment Operations Analyst
DAZN
06.2023 - 01.2025
- Served as a subject-matter expert for customers and internal teams on payment processes, transaction statuses, and issue resolution.
- Provided timely and professional support to customers regarding payment inquiries, failed transactions, refunds, and account adjustments.
- Communicated complex payment issues in clear, simple terms to ensure customers understood the resolutions and next steps.
- Resolved escalated customer concerns by researching transaction histories, identifying root causes, and delivering accurate solutions.
- Coordinated with customer support, fraud, and finance teams to ensure seamless handling of payment-related cases.
- Maintained detailed documentation of all customer interactions, payment tickets, and case resolutions in CRM and ticketing systems.
- Proactively followed up with customers to confirm issue resolution, and maintain a positive experience throughout the process.
- Assisted customers with setting up payment methods, updating account details, and verifying transactions, while ensuring compliance and security.
- Identified recurring customer pain points, and collaborated with operations and product teams to enhance payment workflows and user experience.
- Delivered empathetic, professional communication while de-escalating difficult situations, and preserving customer trust.
Senior Digital Associate
Amazon
11.2021 - 05.2023
- Provided advanced support for escalated customer issues related to digital platforms, online tools, and account access, ensuring timely and accurate resolutions.
- Assisted customers in navigating digital products by offering clear, step-by-step guidance and troubleshooting support.
- Communicated technical information in customer-friendly language to improve understanding and reduce repeat inquiries.
- Monitored customer feedback across digital channels, and identified recurring pain points, initiating improvements to enhance the user experience.
- Collaborated with customer service teams to resolve complex cases, share digital insights, and ensure consistent messaging across all touchpoints.
- Documented customer issues, resolutions, and trends within CRM systems to support cross-functional visibility, and continuous improvement.
- Acted as a liaison between customers and technical teams during platform outages, updates, and feature rollouts, ensuring transparent communication.
- Analyzed customer behavior and service interactions to identify opportunities for digital self-service enhancements and workflow optimizations.
- Trained customer-facing teams on new digital features, updates, and best practices to improve support quality and efficiency.
- Delivered empathetic, customer-centric service while maintaining professionalism, and reinforcing positive relationships with users.
Senior Travel Advisor
Teletext Holidays
03.2021 - 09.2021
- Sold international holiday packages to UK-based customers, ensuring high customer satisfaction and repeat business.
- Handled adjustments and itinerary modifications based on customer requests and preferences.
- Collected payments for booked packages, performed authentication, and processed transactions through secure payment gateways.
- Investigated and resolved payment-related complaints and queries, acting as lead for 3 Change Requests (CRs) in a pilot project for payment services involving two customer channels.
- Maintained accurate and up-to-date client data for valuable travel packages while interacting with customers across two channels and collaborating with a team of 9 members.
Claims Representative
Govt Victoria Hospital
07.2019 - 03.2021
- Processed patient claims on the Arogyasri government portal, ensuring accuracy and compliance with healthcare guidelines.
- Handled registration and verification of required documents before submitting claims for approval.
- Coordinated with banks and relevant authorities to ensure timely fund release and resolution of any payment-related issues.
Representative Operations
Concentrix
06.2018 - 07.2019
- Managed and processed customer queries related to insurance renewals, new policies, and claims via calls and emails.
- Served as customer support for both sales and service operations across various insurance products.
- Collaborated within a team of 20 Customer Representatives (CRs) on a new project supporting multiple insurance companies.
Education
Bachelor of Engineering Technology - Computer Science
Gayathri Vidhya Parishad For Women's
Visakhapatnam, India 04.2001 -
Skills
Core Skills:
Accounts Receivable & Payable Cash Application Billing & Collections Management Analytical & Problem-Solving Skills Attention to Detail Payment Regulations & Compliance Customer Service & Communication Data & Risk Management Time & Process Management Integrity & Adaptability Negotiation & Conflict Resolution
Technical Proficiency:
Zuora Billing Salesforce CRM ServiceNow Jira Excel (Advanced Functions, Pivot Tables, Macros) Data Visualization Workflow Automation Payment Gateways & Methods
Timeline
Billing and Collections Specialist
Yext
02.2025 - 07.2025
Payment Operations Analyst
DAZN
06.2023 - 01.2025
Senior Digital Associate
Amazon
11.2021 - 05.2023
Senior Travel Advisor
Teletext Holidays
03.2021 - 09.2021
Claims Representative
Govt Victoria Hospital
07.2019 - 03.2021
Representative Operations
Concentrix
06.2018 - 07.2019
Bachelor of Engineering Technology - Computer Science
Gayathri Vidhya Parishad For Women's
04.2001 -