Tummanapelli Madhuri

Customer service and process operations professional with 6.5+ years of experience supporting customers and business stakeholders across email, chat, calls, reporting, and process operations. Experienced in understanding customer needs, providing accurate and timely information, resolving issues, documenting interactions, coordinating with teams, and maintaining attention to detail. Strong working knowledge of Microsoft Excel and Word, professional email/chat communication, ticketing tools, and business applications.

Adaptable, quick to learn, and comfortable working in a team environment.

Process Developer / Process Associate - Genpact

(2018-12)

Client Processes: Synchrony & Cisco

Customer Service / Process Operations - Synchrony

(2018-12 - 2022-12)

• Provided customer service by understanding customer needs and responding with relevant information.
• Communicated with customers regarding products, services, and new information.
• Supported customer interactions and follow-up calls related to due bills and account-related requirements.
• Reviewed the quality of deliverables and incorporated feedback to maintain service and process quality.
• Used Avaya for customer communication and process support.

Commission Analyst / Process Developer - Cisco

(2022-02)

• Support seller and sales-representative queries related to commissions, goal sheets, and compensation processes.
• Educate stakeholders on commission-related issues and provide clear information through professional email and Webex communication.
• Validate commission eligibility using business rules, policies, HRMS data, and business logic.
• Generate daily reports, compare data across tools, and reconcile semi-annual sales amounts to identify discrepancies.
• Assist L2 agents with individual cases and coordinate with stakeholders to resolve process-related issues.
• Maintain accuracy and attention to detail while handling reports, data validation, and monthly payment finalization activities.
• Use Pega as a ticketing tool along with Incorta, SAP, OIC, and Cisco internal tools.
• Use Microsoft Excel for VLOOKUP, Pivot Tables, calculations, reporting, and data analysis.

M.Tech - Digital Communication - RGPV University

B.E. - Electronics & Communication Engineering - RGPV University