Thejashree Srinivas
Senior Associate - Customer Operations
Bangalore
Summary
Dynamic leader with a proven track record at Zolostays Property Solutions, enhancing operational efficiency and customer satisfaction. Expert in operations management and team leadership, adept at driving performance improvements. Skilled in Jira and CRM, achieving significant cost reductions and maintaining high C-SAT scores. Demonstrates exceptional problem-solving and analytical thinking abilities.
Overview
11
11
years of professional experience
Work History
Assistant Manager - Support Finance
Zolostays Property Solutions Private Limited
09.2022 - Current
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Collaborated with the management team to develop strategic plans for business growth and improvement.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Managed a small team of up to 5 customer support executives to efficiently clear ticket inventory while ensuring compliance with organizational goals for FRT, TAT, and CSAT.
- Proactively follow up on pending or unresolved tickets to avoid SLA breaches.
- Route tickets to appropriate finance team members, departments, or escalations as necessary.
- Conducting training sessions for new joiners on processes, policies, rules, and regulations.
- Ability to resolve issues efficiently while balancing customer and company interests.
- Conducting team training sessions on policy updates and guiding them to resolve tickets accurately and error-free.
- Conducting ticket audits to identify errors and provide feedback to the team for future error prevention.
- Collaborating with senior authorities to implement a process that reduces the steps involved, thereby minimizing the turnaround time
- Fraudulent transactions are escalated, handled through calls, and appropriate actions are taken in accordance with company guidelines.
- Providing ongoing support to other teams for any queries related to processes, CRM, or transactions.
Senior Associate - Central Support
Zolostays Property Solutions Private Limited
06.2019 - 08.2022
- Trained and supported new team members, maintaining culture of collaboration.
- Create and log service tickets in the ticketing system based on customer or internal requests.
- Ensure clear communication about ticket ownership.
- Escalate high-priority or unresolved tickets to senior management or specialized teams.
- Flag suspicious activities, errors, or potential fraud for further investigation.
- Provide prompt, accurate, and courteous support to maintain high satisfaction levels.
- Address grievances professionally and escalate critical cases when required
Senior Operation Executive
Aegis Customer Support Services Private Limited
04.2017 - 02.2018
- Delivered consistently high-quality customer service experiences by driving adherence to best practices throughout all aspects of operation management.
- Verify previous employment details such as job title, tenure, responsibilities, and reasons for leaving.
- Confirm the authenticity of degrees, certifications, and academic qualifications.
- Collaborate with legal authorities or databases to ensure the candidate has no criminal history.
- Verify financial stability and check for any history of fraud or bankruptcy (if required by the role).
- Validate the authenticity of submitted documents such as Identity proof, Certificates and professional licenses.
- Identify and escalate red flags or discrepancies found during the verification process.
Claim Processing Exceutive
Hinduja Global Solutions
06.2014 - 02.2017
- Mentored new hires, sharing knowledge, tips, and best practices for efficient processing techniques.
- Coordinated closely with other departments, facilitating seamless handoffs between processing stages and minimizing delays.
- Protected sensitive information by adhering strictly to company guidelines regarding data security and privacy measures.
- Supported company growth by consistently meeting or exceeding performance targets.
- Promoted safe working practices to maintain compliance with established policies and procedures.
- Review and verify submitted claims to ensure they meet the company's policies and guidelines.
- Cross-check documents like medical records, police reports, or invoices for accuracy and authenticity
- Process approvals or rejections within defined timelines.
- Identify discrepancies or missing information and request additional documentation if needed.
Education
B. COM - Marketing And Managemant
Annamalai University
Tamilnadu 04.2001 -
Skills
Operations management
Team leadership
Employee performance evaluations
Cost reduction
Jira
Zendesk
CRM
C-SAT
Time management
Creative solutions
Problem - Solving skills
Analytical Thinking
Rumba
Quality assurance
Technical proficiency
Ticket Handling
Social Impact Initiatives
Organized and led a group initiative to sponsor essential supplies and food for NGO's, supporting their mission to provide basic needs to underserved communities. Coordinated fundraising efforts and ensured timely delivery of resources to sustain their operations.
Timeline
Assistant Manager - Support Finance
Zolostays Property Solutions Private Limited
09.2022 - Current
Senior Associate - Central Support
Zolostays Property Solutions Private Limited
06.2019 - 08.2022
Senior Operation Executive
Aegis Customer Support Services Private Limited
04.2017 - 02.2018
Claim Processing Exceutive
Hinduja Global Solutions
06.2014 - 02.2017
B. COM - Marketing And Managemant
Annamalai University
04.2001 -