Veera Sesha Vishnu Vardhan Ghantasala
Business Process Lead
Hyderabad
Summary
Dynamic leader with a proven track record at Tata Consultancy Services, enhancing operational efficiency and customer satisfaction. Expert in workflow optimization and cross-functional team leadership, demonstrated through successful process improvements and performance management. Skilled in data-driven decision-making and effective communication, achieving significant project milestones and fostering professional growth within teams.
Overview
6
6
years of professional experience
4
4
years of post-secondary education
Work History
Business Process Lead
Tata Consultancy Services
Hyderabad
04.2023 - 02.2025
- Assisted in the development and maintenance of process documentation, simplifying knowledge transfer and promoting standardization across the organization.
- Increased first call resolution rates from 85% to 89%, reducing the need for follow-up calls and improving customer satisfaction.
- Implemented quality assurance measures to monitor calls and identify areas for improvement within the team's performance.
- Enhanced cross-functional collaboration, fostering a culture of open communication and teamwork.
- Conducted regular performance evaluations, setting clear expectations and providing constructive feedback to support professional growth.
- Collaborated with stakeholders to define project scope, goals, and deliverables, ensuring alignment with business objectives.
- Led weekly team meetings to discuss performance goals, share best practices, and maintain open communication among team members.
- Optimized scheduling processes to ensure adequate staffing levels during peak hours of operation.
Payments and Disputes Specialist
PayPal
Bengaluru
11.2021 - 04.2023
- Used sound judgment and available resources to make well-informed decisions for case approval or denial.
- Analyzed, researched and resolved payment claims within required timeframes.
- Interacted with law enforcement agencies, merchants and persons of interest to obtain and review dispute information.
- Conducted root cause analysis on recurring disputes to identify opportunities for prevention or mitigation of future occurrences.
- Provided comprehensive training to new team members on dispute processes and best practices, enhancing overall team performance.
- Improved customer satisfaction by providing prompt responses and effective resolutions to dispute cases.
- Negotiated settlements with clients to achieve mutually beneficial outcomes while maintaining company interests.
- Identified trends in disputes and communicated insights to management, prompting proactive measures to prevent future issues.
- Assessed financial risk associated with each case, balancing customer needs against potential losses for the organization.
Senior Technical Associate
IBM
Hyderabad
07.2019 - 11.2021
- Delivered high-quality technical presentations to stakeholders for enhanced understanding of complex concepts while promoting a collaborative working environment.
- Developed and maintained detailed technical documentation to facilitate knowledge transfer for seamless team handoffs.
- Served as a subject matter expert within the organization by staying abreast of emerging trends in technology.
- Mentored around 10-15 junior team members on best practices in coding and troubleshooting, fostering professional growth and enhancing overall team performance.
- Collaborated with cross-functional teams to design, develop, and implement technical solutions for improved system functionality.
- Supported end-users with technical issues by providing prompt customer service, problem-solving skills, and comprehensive documentation on resolutions.
- Increased productivity within the team by developing custom scripts for automating repetitive tasks and minimizing human error.
- Managed high levels of call flow (Approx 60-80 calls/shift) and responded to technical support needs.
- Installed and configured operating systems and applications.
- Diagnosed and troubleshot hardware, software and network issues.
Education
Bachelor of Science - Mechanical Engineering
Gokaraju Rangaraju Institute of Engineering & Tech
Hyderabad, India 05.2015 - 06.2019
Skills
Operational excellence
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimeWork Location
RemoteHybridOn-SiteImportant To Me
Work-life balanceCareer advancementCompany CultureFlexible work hoursHealthcare benefitsWork from home optionLanguages
English
Bilingual or Proficient (C2)
Hindi
Advanced (C1)
Telugu
Bilingual or Proficient (C2)
Timeline
Business Process Lead
Tata Consultancy Services
04.2023 - 02.2025
Payments and Disputes Specialist
PayPal
11.2021 - 04.2023
Senior Technical Associate
IBM
07.2019 - 11.2021
Bachelor of Science - Mechanical Engineering
Gokaraju Rangaraju Institute of Engineering & Tech
05.2015 - 06.2019
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