Roja Desaraju

Dedicated Customer Care and Financial Services Professional with over 5 years of experience in retail banking and high-volume customer support environments. Proven expertise in Oracle Siebel Aconex and Oracle AWB for case management and system documentation. Recognized for improving first-contact resolution rates and delivering exceptional customer experiences through phone, chat, and email.

Customer Service Representative at Concentrix (2023-07 – 2026-04)

• Managed high-volume customer interactions across multichannel platforms (phone, chat, and email) to ensure service excellence.
• Utilized Oracle Siebel to log complex cases, update customer records, and track service requests with high accuracy.
• Executed backend workflows using Oracle AWB, maintaining strict compliance with operational and data privacy standards.
• Resolved billing, account, and technical inquiries, consistently meeting or exceeding customer satisfaction (CSAT) scores.
• Identified and escalated sensitive issues following established compliance and risk mitigation protocols.

Bachelor of Commerce in Accounting

Graduate Diploma in Commerce and Taxation

Graduate Diploma in Mass Communications & Journalism