Chandana

Contact:+91 9581803902; Email: chandana.thummagunta@gmail.com

Strong Communication Skills with Languages known - English, Hindi, Telugu, Tamil, Malayalam

CUSTOMER SERVICE EXECUTIVE * BPO * BUSINESS PROCESSING OUTSOURCING

PROCESS MANAGEMENT * TEAM LEAD * QUALITY MANAGEMENT

In quest of a challenging position in an eminent organization that offers me generous opportunities to explore &
outshine while accomplishing personal as well as organizational goals with expertise in:

Leadership Abilities  Client Relationship Management Team Management Process Efficiency  Quality
Analysis  Operations Relationship Management  Training Strong interpersonal skills

Competent, diligent and result oriented Commerce graduate professional offering over 6 years of experience in
BPO, Process Analysis, MIS, Collections Proactive professional equipped with thorough knowledge and technical
understanding in conjunction with demonstrated capabilities in managing process verticals implementing process
improvements for desired performance levels.

Forte Includes:
 Proficiency in handling end-to-end process management effectively highlighted the key areas of Risk & financial
Improvement to business and options to the management.
 Managing portfolio and Credit collections.
 Handling Credit/Risk management (Analyzing the sourced clients), Finding out the issue related on the portfolio.
 Identifying employer related issue and suggesting to delist/Listing the employer/segment; handling Fraud
Management.
 Strong data management skill & analysing portfolio in terms of all segments.
 Process, Product Analysis & Improvement Monitoring the overall functioning of process and product of the team,
identifying improvement areas and implementing adequate measures and new strategies to maximize business
revenue. Interfacing and coordinating with quality team and managers to ensure operational efficiency.

CAREER GLIMPSE

 Worked as Customer Service Executive in Sterling Holiday Resorts India Ltd from June 2012 to April 2015
 Worked as Service Associate in Sutherland Global Services from July 2011 to May 31 2012
 Worked as executive collections in scope international Ltd from June 2010 to Dec 2010
 Worked as a Tele Caller in Optimus Global Services, Chennai from October 2008 to June 2010

Roles and Responsibilities:

Team Lead/Customer Service Executive - Chennai June 2012 to April 2015

Sterling Holiday Resorts India Pvt Ltd Public Company 5000+ Employees Company

Company Profile:
Sterling Holiday Resorts Limited is a Vacation Ownership & Leisure Hospitality company. Incorporated in 1986,
Sterling currently has a total inventory of 1767 rooms across a network of 24 resorts in 21 holiday destinations in
India.

 Accountable Mentoring and Monitoring the team.

 Training for new employees, explaining about the product, escalation handling, Product related queries.
 Managing service operations for rendering and achieving quality services; providing first line customer support by
answering queries and resolving their issues, ensuring minimum TAT and quality service.
 Achieving the targets.

Sr. Associate - Chennai July 2011 to May 31 2012

Sutherland Global Services Private Company 10000+ Employees Company

Company Profile:
Established in 1986, Sutherland Global Services is a global provider of business process and technology management
services. Sutherland offers an integrated portfolio of analytics-driven back-office and customer facing solutions that
support the entire customer lifecycle and is one of the largest, independent BPO companies in the world serving global
leaders in major industry verticals. Headquartered in Rochester, N.Y., Sutherland employs over 36,000 professionals
and has locations across the United States, Australia, Brazil, Bulgaria, Canada, China, Colombia, Egypt, Estonia,
India, Jamaica, Malaysia, Mexico, Morocco, Philippines, Slovakia, Sweden, UAE, and United Kingdom. For more
information, visit www.sutherlandglobal.com.

 Accountable for resolving customer queries.

Officer- Credit Card& personal loan Collection - Chennai June 2010 to Dec 2010
Tele collector, Risk/Financial Management, Process Analysis for Credit Card& personal loan Collection

Standard Chartered Bank Private Company 8000+ Employees Company

Company Profile:
Scope International, the wholly owned subsidiary of Standard Chartered Bank, UK, began operations in 2001. In less
than seven years, Scope has grown from zero to over 6500 employees and services most of the 70 countries where the
Standard Chartered Group has a footprint. Scope has moved ahead from being a cost-effective venture for the Group
to becoming an integral part of its operations. It is housed in world-class facilities across five campuses in Chennai, all
of which incorporate international health and safety standards.

 Accountable for managing a profit center by assuring the collection of the revenue generated. Reducing the bad
debt provision month on month.
 Managing service operations for rendering and achieving quality services; providing first line customer support by
answering queries and resolving their issues, ensuring minimum TAT and quality service.
 Analyzing pre due date collections and implementing strategy to improve the same.
 Reviewing the touch points available to the customers and establishing the same as and when required.
 Managing Risk portfolio in major bucket and achieving resolution month on month. (Bucket 1-5)
 Efficiently and accurately input data using the exception alpha-numeric keyboarding skills.
 Involved in calculation and preparation on collection Reports on vintage bases of Portfolio. Preparation of account
level Tele calling status for Cards to analysis any spike in numbers.
 Drive towards VOC to prove the best in Customer Service.
 Maintaining Dialer reports to analysis the portfolio, account level information, Agent Wrap, Make call, Not
Ready, Idle, Active and Inactive time, Talk Time, Abadent time etc.
 Planning the process effectively with overall responsibility for maintaining various process metrics and strictly
adhering to the compliance procedures at all times.
 Ensuring highest standard of customer satisfaction and quality service; developing new policies and procedures to
improve based on customer feedback and resolving customer queries via correspondence & email channels.
 Conducting D1r training, Class room training, Call calibration, Process training, Product training.
 Accountable for managing Call center management for more than 25 employees, performing CAP plan &
Rostering.

Customer Associate - Chennai Oct 2008 to June 2010

Financial Services as Debt Management Associate for Two Wheeler Loans, ICICI BANK

Optimus Global Services Public Company 10000+ Employees Company

Company Profile:
Optimus focuses on serving the BFSI, Telecom, Internet, Retail & Media and offers a wide portfolio of integrated
services. Clients benefit from the unique combination of business knowledge and process expertise possessed by the
company in the BFSI & Telecom space.

 Responsible for initiating legal proceedings (installment defaulters).

 Ensured customer satisfaction by resolving queries in time and control the involuntary churn.
 Accomplished responsibility for stabilizing new processes for smooth operations and taking process improvement
initiatives to achieve maximum efficiency in various operations.
 Responsible for achieving SLA’s and KPI’s in terms of Quality/Productivity/Escalations/Transfers; Reporting
SLA's, analysis on deliverables such as the Turn Around Time, Customer Satisfaction etc. as agreed with the
client.
 Demonstrated capabilities in managing client relationships; possesses natural flair for building relations, customer
service and achieving optimum level of customer satisfaction.
 Established and used service level and response time objectives while planning and managing the service-level
quality using the real-time management skills.
 Collaborated with the team members and senior management to maintain a continuous stream of information
regarding the project status and progress.
 Analyzed pre due date collections and implementing strategies to improve the same.
 Handled adherence of all Process Compliances and Audit with complete integrity.

Attainments
 Credentials of achieving best performer award for 2008.
 Successfully handled Complaints in pre write off accounts across Chennai.

Certifications
 Operational Risk  How to build a winning team Customer chatter (Here for good)

Date of Birth:19th Nov1985

Linguistic Abilities: Hindi, Telugu, English & Tamil
References: Available on Request