Summary
Overview
Work History
Skills
Accomplishments
Husbandname
Qualification
Certifications
Languages
Timeline
Generic

Shailaja Rallapalli

Business Analyst
Hyderabad

Summary

"My aim is to utilize my skills and experience in the service industry to drive operational excellence and support executive leadership. I am eager to leverage my background as an Executive Assistant to streamline processes, enhance organizational efficiency, and contribute to the growth and success of a dynamic team.

Overview

14
14
years of professional experience

Work History

Business Analyst

IVY Comptech Private Limited
6 2018 - 1 2024
  • My role as business analyst is to bridge business needs with technology solutions through requirement gathering, analysis, and solution design.
  • Requirements Gathering: Conduct stakeholder interviews and facilitate workshops to gather and clarify business requirements.
  • Business Process Analysis: Document and analyze existing processes to identify inefficiencies and perform gap analysis to propose improvements.
  • Documentation: Develop clear and concise business requirements documentation.
    Solution Evaluation: Assess proposed solutions and manage vendor interactions to ensure alignment with business needs.
  • Communication: Perform impact analysis of changes, develop training materials, and support adoption of new processes.
  • Quality Assurance: Define test scenarios, acceptance criteria, and gather user feedback to ensure solutions meet requirements.
  • Strategic Planning: Align project outcomes with business strategy and identify opportunities for improvement.

Customer operation support speciality

IVY Comptech Private Limited
01.2010 - 01.2018
  • Provided comprehensive support to players, addressing queries related to account creation, bonuses, game information, and site-related issues via phone, email, and chat
  • Streamlined operational processes by identifying inefficiencies and implementing necessary improvements
  • Conducted thorough research on industry trends which led to the implementation of innovative strategies that further optimized operation performance
  • Ensured compliance with company policies by conducting thorough audits and implementing corrective actions when needed
  • Served as a reliable point-of-contact for both internal and external stakeholders, ensuring swift resolution of any potential issues

Phone banking officer

HSBC
11.2008 - 07.2010
  • Handled customer queries related to internet banking and cross-selling products like term deposits, insurances, etc.
  • Handled over 50 incoming telephone calls, emails and chat requests

Team coordinator and Process Specialist

HSBC
03.2005 - 01.2008
  • Investigated the reasons for returned correspondence from customers and resolved them.
  • Identified the root causes of issues raised by customers.
  • Trained new hires on the process.
  • Planned to meet daily service levels.
  • Migrated process from the UK to India.
  • Served as a process trainer for the migrated process and ensured that the process remained business as usual (BAU).

Customer Service Associate

GE SBI Cards
09.2003 - 03.2005
  • Managed a team of 20 executives.
  • Handled inbound calls and resolved queries online.
  • Maintained service levels and excelled in cross-selling activities.
  • Resolved escalated queries.
  • Trained, coached, and motivated team members.
  • Monitored and controlled the qualitative and quantitative productivity of individual team members.
  • Ensured the team was aware of all updates and changes in policies, procedures, and processes.
  • Captured the voice of the customer, which is essential for service enhancement

Skills

Client Interaction and Reviews

Coaching and Mentoring

Strong People Management

Leadership

Attitude and Abilities

Customer Orientation and Empathy

Quick Learning and Adaptability

Stress Management and Performance Under Pressure

Teamwork and Knowledge Sharing

Accomplishments

  • Received appreciation from players, supervisors, and managers for exceptional customer service.
  • Awarded Spot Award in January 2012 for exceeding expectations in all forms of communication.
  • Recognized by management for handling night shifts efficiently with the lowest abandoned chats.
  • Migrated a process(Tax and central review services) from UK to India
  • Migrated 5 queues for TCRS and ISA (Individual savings account) and was accredited as process trainer by the business area in UK.
  • Received appreciation certificate from Vice President for putting extra efforts in making my team meet the SLA (Service Level Agreement).
  • Assigned additional responsibility to audit work of the team members to reduce process errors.
  • Received appreciation from Manager for maintaining 100% services levels for the Hyderabad branch.
  • Won the Achievers Award for the Qtr 2 (which year) for achieving all the Hygiene factors of the company.
  • Delivered an average score of 94% as call quality specialist
  • Consistent scores (90% - 95%) on inbound call productivity targets with highest numbers in S2S (Service to sales)

Husbandname

Karunakar Rallapalli

Qualification

B.Com From Osmania University

Certifications

PMP (Project Management Professional.)Course completed; awaiting certification.

Languages

Telugu
Hindi
English

Timeline

Customer operation support speciality

IVY Comptech Private Limited
01.2010 - 01.2018

Phone banking officer

HSBC
11.2008 - 07.2010

Team coordinator and Process Specialist

HSBC
03.2005 - 01.2008

Customer Service Associate

GE SBI Cards
09.2003 - 03.2005

Business Analyst

IVY Comptech Private Limited
6 2018 - 1 2024

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Shailaja RallapalliBusiness Analyst