M Snehita Rani

Customer-focused Operations & Support Professional with 4+ years of experience across voice-based client consultations, query resolution, and back-office process management in fast-paced, target-driven environments. Skilled in handling high call/ticket volumes, resolving customer queries with strong first-contact resolution, and escalating complex cases per SLA. Experienced with CRM and case-management systems, cross-functional coordination, and MIS reporting across a 200+ account portfolio.

Comfortable with rotational shifts and adapts quickly to new processes and tools. Currently pursuing an Executive MBA in Operations & Finance.

Operations Analyst (Voice & Process Support) - Cranberry.fit - Bengaluru, India

(2025-10 - 2026-07)

Operations Intern Oct–Dec 2025; converted to full-time Operations Analyst Jan 2026

• Client Calls & Query Resolution: Handled inbound client consultation calls, addressing customer queries on health programs and guiding users through onboarding and follow-up.
• Sales Support: Supported pre-sales and conversion calls, assessing customer needs and guiding prospects toward the right service plan.
• Ticket & Case Management: Monitored and resolved day-to-day customer and operational queries across 200+ accounts using CRM and internal ticketing systems; escalated complex cases to supervisors for structured resolution.
• MIS & Quality Reporting: Built and maintained weekly MIS reports and Excel dashboards tracking query volumes, resolution turnaround, and quality metrics.
• Process Documentation: Created and maintained standard operating procedures (SOPs) to ensure consistent, high-quality customer interactions.
• Team Coordination: Coordinated daily with peer teams and supervisors to streamline workflows and maintain productivity and quality standards.

Physiotherapist (Client-Facing Advisory Role) - Apollo Health & Lifestyle Ltd. / Independent Practice - Bengaluru, India

(2022-01 - 2025-12)

• Client Communication & Case Management: Managed direct, ongoing communication with 100+ clients, providing clear verbal and written updates and maintaining structured case records under strict confidentiality protocols (HIPAA-aligned).
• Service Quality: Tracked client progress against service benchmarks, making day-to-day adjustments to maintain quality and satisfaction.
• Cross-Functional Liaison: Liaised with senior practitioners and care teams to ensure consistent, high-quality client experience.

Executive MBA - Operations & Finance - Vellore Institute of Technology, Chennai (2024-01)

Bachelor of Physiotherapy - Physiotherapy - Rajiv Gandhi University of Health Sciences, Bangalore (2018-01 - 2022-01)