Summary
Overview
Work History
Education
Skills
Travelling & Listening to Music.
Timeline
Generic

Vijaya Marie Kalpana

Summary

Helpful Senior Customer Service Executive possessing friendly demeanor and excellent problem-solving and communication skills. Bringing 5.8 years of experience increasing customer satisfaction levels and business performance by handling and analyzing complaints and designing customer service strategies. Dedicated to creating positive impression on customers to build and retain customer base.

Overview

8
8
years of professional experience

Work History

Senior Associate Trans Processing

Sutherland Global Services
09.2023 - 12.2023
  • Managed client accounts and ensure accurate billing information is maintained in the system.
  • Reviewed and verify billing data for completeness and accuracy, including rates, discounts, and contract terms.
  • Coordinated with internal teams to resolve any discrepancies or issues related to client billing.
  • Responded to client inquiries regarding billing statements, payments, and account balances.

Trainee Analyst

Harsco Global Solutions
01.2023 - 04.2023
  • Reviewed documentation for compliance with company policies, ensuring consistent quality across all deliverables.
  • Managed multiple projects simultaneously while maintaining strict deadlines and high levels of accuracy in work product.
  • Contributed to a positive team environment through active participation in meetings and group discussions, sharing ideas openly and constructively.
  • Conducted quality assurance checks on completed work, ensuring accuracy and compliance with established guidelines.


Senior Customer Service Executive

HSBC
06.2021 - 01.2022
  • Employed comprehensive benchmarks to establish and monitor customer service standards.
  • Conducted surveys to determine customer opinion of products and services.
  • Implemented and developed customer service training processes.
  • Responded proactively and positively to rapid change.
  • Delivered prompt service to prioritize customer needs.
  • Met customer call guidelines for service levels, handle time and productivity.

Process Associate

Genpact
12.2015 - 08.2020
  • Handled high volumes of incoming work requests professionally while maintaining excellent organization.
  • Performed quality assurance checks on transactions and account actions to assess compliance with state and federal regulations.
  • Adhered to all deadlines, managing time effectively to complete tasks within designated timeframes.
  • Provided support during quarterly reviews by preparing detailed analyses on performance metrics and KPIs.

Education

MBA - Human Resources Management

Rabindranath Tagore University
Hyderabad
06.2023

Bachelor of Arts - B.com

GITAM
Hyderabad
01.2021

GED -

Intermediate From Telangana Secondary School.
Hyderabad
05.2015

High School Diploma -

St. Francis Girls High School.
Hyderabad
03.2006

Skills

  • Customer Service and Assistance
  • Billing and Payment
  • Client Rapport-Building
  • Customer Implementation Support
  • Quality Control Analysis
  • Query Escalation

Travelling & Listening to Music.

Exploring new destinations fuels my passion for traveling, while immersing myself in diverse melodies brings joy to my soul through the art of music.

Timeline

Senior Associate Trans Processing

Sutherland Global Services
09.2023 - 12.2023

Trainee Analyst

Harsco Global Solutions
01.2023 - 04.2023

Senior Customer Service Executive

HSBC
06.2021 - 01.2022

Process Associate

Genpact
12.2015 - 08.2020

MBA - Human Resources Management

Rabindranath Tagore University

Bachelor of Arts - B.com

GITAM

GED -

Intermediate From Telangana Secondary School.

High School Diploma -

St. Francis Girls High School.

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Vijaya Marie Kalpana