Jyothi M

Detail-oriented professional with 6+ years of BPO/customer service experience and banking operations experience, supported by a B.Tech in Electronics & Communication Engineering. Experienced in handling customer information, documentation, process-based tasks, issue identification and accurate record maintenance. Strong computer skills, attention to detail, communication and ability to follow guidelines consistently.

Interested in Telugu language annotation, transcription, data labeling and language-quality projects.

Deputy Manager, Retail Banking - ICICI Bank - Hyderabad

• Handled customer-facing banking operations including account opening, KYC verification, service requests and issue resolution.
• Maintained accurate customer information and documentation while following compliance and operational procedures.
• Reviewed information carefully, identified discrepancies and coordinated with relevant teams for resolution.
• Supported day-to-day operations and guided a small team, demonstrating ownership, accuracy and communication.

Customer Support & Operations - BPO / Customer Service - Hyderabad

• Handled voice and non-voice customer support processes while maintaining service quality and process accuracy.
• Collected, reviewed and recorded customer information accurately using computer systems and internal tools.
• Investigated customer issues by gathering relevant information, identifying the problem and following defined procedures.
• Maintained accurate records and documentation and escalated cases when required.
• Demonstrated strong written and verbal communication, active listening, attention to detail and ability to work in process-driven environments.

B.Tech - Electronics & Communication Engineering (ECE) (2014)