Summary
Overview
Work History
Education
Skills
Accomplishments
Strengths
Personal details
Declaration
Timeline
Generic

Usha Devi Viswanadha Venkata

Safety Investigation Specialist II
Visakhapatnam

Summary

Dedicated in rendering customer service professional with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand. Committed to maintaining professional relationships to increase profitability and drive business results. Offerede 6+ years of experience under previous organization in excellent customer service and driving sales through promoting company products by suggesting best financial planning.

Usha Devi V V Safety Investigation Specialist II

Address Visakhapatnam , India , 530008

Overview

8
8
years of professional experience
3
3
years of post-secondary education

Work History

Safety Specialist

Uber
Visakhapatnam
06.2022 - Current
  • Investigated and resolved customer inquiries and complaints quickly.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Responded proactively and positively to rapid change.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
  • Delivered excellent customer service, resulting in consistent 4.5% customer satisfaction rating.
  • Proactively gave new ideas and took extra tasks to gain knowledge in specific ares.
  • Arranged team building activities for the complete team to propose fun at work and help them reduce the stress.
  • Shared insights for process level improvement in order to handle the contacts more accurately and reduce errors.

Insurance Verification Specialist

HDFC, Concentrix
05.2015 - 04.2016
  • Determined appropriateness of payers to protect organization and minimize risk
  • Resubmitted claims after editing or denial to achieve financial targets and reduce outstanding debt
  • Made contact with insurance carriers to discuss policies and individual patient benefits
  • Communicated verification and authorization status updates with all departments to facilitate decision-making for patient admissions and insurance coverage
  • Maintained strong knowledge of basic medical terminology to better understand services and procedures
  • Frequently double-checked patient histories and current information while scheduling follow-ups and other appointments
  • Managed financial documentations such as expense reports and invoices
  • Coordinated referrals through insurance and other medical specialists and documented details in patient charts
  • Retained over 50 customers by explaining insurance product information by elaborating benefits of it.

Customer Service Associate

HSBC
05.2016 - 06.2022
  • Providing excellent customer service on queries under banking and credit cards for Advance, Premier and NRI customers
  • Troubleshooting internet banking issues with First call resolution strategy
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
  • Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions
  • Evaluated account and service histories to identify trends, using data to mitigate future issues
  • Prepared weekly employee work schedules for team members and discussed knowledge gaps under process
  • Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel
  • Participated in meetings and workgroups to integrate activities, communicate issues and resolve problems
  • Maintained up-to-date knowledge of product and service changes
  • Handled irate and disappointed customers in fast-paced environment, took many escalations, setting in coordination with solid team of 12 customer service associates
  • Have being reliable team member for manager to complete given task before deadline and assisted to manage errors,rectifications,briefing and helping fellow colleagues with difficult call scenarios
  • Supported as Floor support for new joiners
  • Assisted quality manager to manage bulk call data as extra responsibility
  • Deputized team in absence of team managers and ensured that all SLA's meet their daily targets
  • Showed consistent performance in achieving targets and behavioral ratings without any regulatory breaches or operational losses.

Education

Bachelor of Science: MPC -

St Joseph College For Women
03.2012 - 03.2015

Coursework Completed: Accounts, Computer science& SAP. - undefined

Skills

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Accomplishments

  • Supervised team of 12 staff members in the absence of manager.
  • Collaborated with team of 15 in the development of new application for request management.
  • Awarded as Top performer under Golden section for the year 2020-21 in the previous organization.
  • Recognized for the new change offered in Stop Stupid Activity to promote better customer experience.
  • Received Super star awards for Top performance multiple times.

Strengths

Quick learner and work under pressure. 

Good interpersonal skills , committed and result oriented hard working. Strong leadership and management skills evidenced by achievement of objectives. 

Friendly, diplomatic and motivating attitude.

Personal details

Nationality: Indian 

Gender: Female 

Date of Birth: 30th Mar 1995 

Marital Status: Married 

Languages Known: English, Hindi and Telugu

Declaration

I hereby certify that all the information provided above is true to the best of my knowledge .

Timeline

Safety Specialist

Uber
06.2022 - Current

Customer Service Associate

HSBC
05.2016 - 06.2022

Insurance Verification Specialist

HDFC, Concentrix
05.2015 - 04.2016

Bachelor of Science: MPC -

St Joseph College For Women
03.2012 - 03.2015

Coursework Completed: Accounts, Computer science& SAP. - undefined

Usha Devi Viswanadha VenkataSafety Investigation Specialist II