Vishwanath Chintalapati
Hyderabad
Summary
Results-driven Credit Dispute Process Specialist with expertise in resolving consumer disputes and a focus on timely resolution across products and services. Experienced in training and mentoring teams while optimising processes for enhanced productivity and cost reduction. Strong communicator skilled in cross-functional collaboration and stakeholder engagement, delivering solutions that enhance operational efficiency and promote innovation.
Overview
15
15
years of professional experience
Work History
Process Specialist cum Process Owner - Screening Operations
Realpage India Pvt Ltd.
Hyderabad
06.2021 - 04.2026
- As the Process Specialist/Owner, it is my responsibility to review all Standard Operating Procedure (SOP) documents and ensure they are updated periodically in response to any changes
- Managed documentation of all process guidelines and protocols, ensuring compliance with industry standards.
- Analysed process workflows, identifying inefficiencies and proposing actionable solutions for optimisation.
- Facilitated stakeholder workshops to gather requirements and establish clear business objectives.
- Wrote new manuals, definitions and SOPs guiding individual job titles on expectations and processes.
- Facilitated training sessions for staff on new processes, significantly reducing error rates.
- Trained new hires and conducted Process Knowledge Tests (PKTs) for successful onboarding.
- Held regular refresher sessions to reinforce process knowledge and maintain team compliance.
- Allocating responsibilities to team members and regularly monitoring progress to ensure that work and objectives are completed within the designated timeframes.
- Investigate and process credit disputes in accordance with all applicable legal and regulatory requirements. Including the appropriate update of credit reporting using both large and boutique credit bureau processes.
- Monitor and track credit dispute requests while ensuring required updates are completed within required regulatory timelines.
- Update system of record to contain accurate information impacting credit reporting.
- Addressed credit bureau reporting disputes to ensure compliance with set parameters.
- Review credit attributes to ensure accurate coding of credit bureau information for use in credit decisions
- Monitored key performance indicators KPIs, providing regular reports to senior management on process performance.
- Acted as the primary contact for credit disputes and screening activities.
- Responded to general consumer information inquiries, providing accurate and timely information.
- Assist management with ongoing initiatives
- Provided additional support throughout the department and performed various tasks and duties.
- Supported teams during implementations and produced clear instructions outlining changes.
Quality Analyst
Shriram Life Insurance Company Limited
Hyderabad
05.2019 - 11.2020
- Create an inspiring team environment with an open communication culture
- Set clear team goals
- Set clear team goals and KPIs
- Delegate tasks and set deadlines
- Oversee day-to-day operation
- Monitor team performance and report on metrics
- Motivate team members
- Discover training needs and provide coaching
- Listen to team members’ feedback and resolve any issues or conflicts
- Recognize high performance and reward accomplishments
- Plan and organize team building activities
- Encourage creativity and risk-taking
- Suggest and organize team building activities
Subject Matter Expert, OPS Tech Invoice Process
Realpage India Pvt Ltd.
Hyderabad
06.2012 - 05.2018
- Responsible for managing and coaching a team of 20 employees
- Provide subject matter expertise on process, and point of contact for escalated contact resolution of supervisory nature.
- Respond to internal inquiries for coaching assistance via the subject matter expert queue, office communicator, and email
- Responsible for Performance Management of the Associates.
- Driving process improvement based on Lean Principles.
- Develop back up and contingency plans.
- Identify process improvement opportunities.
- Hold regular meetings with team members to ensure that there is constant flow of information and knowledge dissemination.
- Responsible for quality audits, data mining and side by side coaching for CSAs.
- “Quality Improvement” plan for the bottom performers.
- Maintained worksheets to track daily, weekly and monthly metrics of Team Members.
- Analysis of data and working on process improvements by conducting regular process audits.
- Drove the team to meet the hourly and daily targets to ensure the Service Levels were under control.
- Handled technical ticketing issues with help from technical team.
- Praise team members and creates a positive working environment.
- Providing prompt and accurate information on individual performance to seniors.
- Provided training to the new hires.
- Prepared cheat sheets to help process faster and reduce the errors on quality piece.
- Preparing daily workloads for staff & co-coordinating the daily allocation of work.
- Motivating the team to achieve high standards and targets.
- Handling new client enquiries and acting as the face of the business.
- Dealing with and resolving problems and issues which arise.
- The best in Time Management
- Managing 75% of self-production targets by handling all above responsibilities.
- Honored “Certificate of Excellence” for consistent stack toper
- Awarded for innovations & excellence in workplace
- Created a process flow chart explaining the Daily routine of the process.
- Participate in Special Quality Project with Managers
Admin Executive (Commission Dept.)
Y-Axis Overseas Careers
Hyderabad
05.2011 - 06.2012
- Calculated commissions for Process & Sales Consultants using Excel for multiple products, ensuring accurate and timely payments.
- Handled dispatch approvals in mailroom process and managed visa success documentation, streamlining operations for efficient processing.
Education
B.Com. -
Andhra University
M.E.C -
Board of Secondary Education
Andhra PradeshS.S.C -
Board of Secondary Education
Andhra PradeshSkills
- Data analysis
- Process improvement
- Workflow optimization
- Performance tracking
- Compliance management
- Standard operating procedures
- Analytical Abilities
- Logical Thinking
- Decision Making
- Problem Solving
- Time Management
- Adaptability
- Effective Communication
- Interpersonal Skills
- Work under pressure
- Microsoft Office - Excel
- Microsoft Office - Word
- Microsoft Office - PowerPoint
- Hardware troubleshooting
- Stakeholder engagement
- Process analysis
- Process improvements
- Hardware troubleshooting
Accomplishments
- Honored 'Certificate of Excellence' for consistent stack toper.
- Awarded for innovations & excellence in workplace.
- Created a process flow chart explaining the Daily routine of the process.
- Participated in Special Quality Project with Managers.
Languages
English
Hindi
Telugu
Custom
- Watching and Playing Cricket
- Listening to music
Personal Information
Father's Name: Bala Murali Krishna Chintalapati
Timeline
Process Specialist cum Process Owner - Screening Operations
Realpage India Pvt Ltd.
06.2021 - 04.2026
Quality Analyst
Shriram Life Insurance Company Limited
05.2019 - 11.2020
Subject Matter Expert, OPS Tech Invoice Process
Realpage India Pvt Ltd.
06.2012 - 05.2018
Admin Executive (Commission Dept.)
Y-Axis Overseas Careers
05.2011 - 06.2012
B.Com. -
Andhra University
M.E.C -
Board of Secondary Education
S.S.C -
Board of Secondary Education