Bhavya sri Ganimalla

Customer operations professional with four years of UK experience in customer service, case management, and employee services. Experienced in providing customer assistance by phone, email, and live chat, managing account and case information, resolving difficult questions, and keeping correct records across numerous systems. Strong expertise handling sensitive personal and financial information, researching discrepancies, confirming data, and adhering to GDPR, compliance, and corporate policy standards.

Demonstrated ability to manage high-volume workloads, prioritise competing cases, and produce accurate, timely results against service, quality, and performance goals. Confident in working with internal stakeholders, managing customer expectations, and effectively resolving or escalating complicated issues. Keen analytical, problem-solving, and communication abilities, with a keen interest in financial markets, financial services, and broking operations.

OPERATIONS CUSTOMER EXPERT - TELEPERFORMANCE - UK

(2024-09)

• Managed and reviewed high volumes of customer cases in a target-driven operational environment, ensuring accurate and complaint outcomes.
• Reviewed and analysed claimant bank statements and financial information to identify discrepancies, inconsistencies or activity requiring further investigation.
• Engaged with claimants by asking effective questions by actively listening and to understand their situations, information needs, and any outstanding actions.
• Managed sensitive personal and financial information in accordance with GDPR, data protection regulations, and organisational rules.
• Kept accurate customer records and updated information across several internal systems to ensure case data is complete and up to date.
• Managed to complete priorities and a large caseload while consistently fulfilling service, quality, and performance standards.
• Worked autonomously in a remote environment while adhering to precise procedures, regulations, and quality requirements.
• Communicated clearly with customers, managed expectations, and explained the necessary information, remaining actions, and future steps.

LIVE CHAT SPECIALIST (EMPLOYEE SERVICE CENTRE) - BAE SYSTEMS - UK

(2023-04 - 2023-10)

• Provided HR Shared Services support to BAE Systems employees in the UK via live chat and email, serving as the primary point of contact for HR, Time & Attendance, and expenditure inquiries.
• Used effective questioning and active listening to comprehend inquiries and determine the right information or assistance needed.
• Handled employee enquiries relating to expenditure through SAP Concur, including Amex applications and Credit-card invoices.
• Maintained accurate case information and managed work-in-progress cases in accordance with agreed-upon SLA timelines.
• Developed strong relationships with Payroll, HR Business Partners, and other internal stakeholders to ensure timely resolution of inquiries.
• Served as an ESC stakeholder practitioner for the Central Correspondence Team, managing processes and liaising with Local HR Business Partners.

CUSTOMER SERVICE ADVISOR - CAPITA - UK

(2022-06 - 2023-02)

In a fast-paced contact centre environment, handled a variety of account, billing, and energy-related inquiries while providing inbound telephone customer care to ScottishPower clients.

• Assisted clients with billing questions, including the effective collection and processing of bill payments in compliance with regulations.
• Promoted and assisted consumers with Smart Meter inquiries, outlining the advantages and, when necessary, helping them with the following steps.
• Fielded calls from clients in challenging situations on a regular basis, including some who reported that their power supply had been cut off.
• Used empathy, patience, and active listening when assisting vulnerable or troubled clients to help them describe their circumstances and comprehend their urgent requirements.
• Managed client expectations by outlining the following stages in detail and pointing clients in the direction of the right help source.
• Properly addressed consumer complaints and service concerns, utilising inquiry and research to comprehend the problem and determine the best course of action.
• Exceeded the company goal of 80% by resolving 90% of customer complaints at the initial point of contact.
• Exceeded the necessary complaint-resolution quality standard with a quality score of 966+.
• Complied with GDPR and data protection regulations while keeping correct customer records and account information.
• Managed a large number of incoming calls while working toward service, quality, and performance goals.

B. TECH - ELECTRICAL & ELECTRONICS COMMUNICATION - Jawaharlal Nehru Technological University (2013 - 2017)