SURESH KOUKUNTLA
Hyderabad
Summary
Senior associate with a high level of professionalism and strong problem-solving skills. Maintains 100 % accuracy. And streamline operations to improve team efficiency. A decisive leader who takes an analytical and flexible approach to problem solving.
Overview
4
4
years of professional experience
Work History
Senior CSA
Firstsource Solutions Pvt.Ltd
01.2023 - 11.2023
- Verifying the client information by using Power BI.
- Resolving payment problems, monitoring payment information, and reporting fraudulent transactions
- Gathering information about payments from various sources and using the client portal to analyze it.
- Checking the document and its serial number, and reporting any duplicates to the internal team.
- Approving the refunds and processing the refund within the time frame without any disputes.
- Providing timely and detailed communication to internal stakeholders by preparing reports.
Associate
Webhelp
02.2020 - 11.2022
- Providing real-time support to the client and resolving their query.
- Examining the purchase history and transaction information of the client.
- Providing a refund to the customer by obtaining approval from the team leader.
- Analyzed client data to identify trends and anticipate client needs.
- Mentoring and supporting the new hires and has been a consistent POC for complex queries.
- Collaborating with the internal team for a quicker resolution.
M.S.O Advisor
GSS Infotech Limited
10.2019 - 01.2020
- Assisting international stakeholders and also keeping their transaction-related information.
- Communicating with clients via email and assisting them with order-related problems, as well as returns and refunds.
- Working with the internal product team and helping the product team with customer feedback.
- Resolving client queries within the SLA.
Education
B.COM (TP&P) - Commerce
Osmania University
Hyderabad, India12.2021
Skills
- MS Office
- Power Bi
- Oracle Service Cloud
- EPMS
- Data Entry
- Time Management
- Customer Service
- Attention to detail
- Problem-Solving
Timeline
Senior CSA
Firstsource Solutions Pvt.Ltd
01.2023 - 11.2023
Associate
Webhelp
02.2020 - 11.2022
M.S.O Advisor
GSS Infotech Limited
10.2019 - 01.2020
B.COM (TP&P) - Commerce
Osmania University
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