Sruthi Devaraju

* Prepared and published department level MIs (SSO Billing, PLA, Stationary) * Extracted on-demand reports and converted them in an Excel format using third party application named Datawatch Monarch and well-versed with modification of Monarch models * Assisted operation processes Egypt and UAE Customer Support teams * Leveraged the usage of multiple applications like SFE, FPA, CMS, and WHIRL * Created & analyzed cards and stationary stock and placed orders depending on the BIN utilization using third party application - Oracle Fusion with third party companies Idemia Middle East FZE and Atlas Printing LLC * Performed account & card level maintenances, charging fees, and processed refunds on monthly requests * Addressed queries related to Entertainer App, Airmiles for Middle East card products from 3rd party vendors AIMIA and Entertainer * Managed the entire cycle of migrating the process to Colombo and Manila

*Investigate complaints received from customers and CMCs (Claims Management company) relating to mis-sales of insurance products namely Payment Protection Insurance. * Investigate the complaint processing that involves Indexing, Complaint Logging, Acknowledgments, Prepping information, Simple & Complex Calculations and prepare Final Response Letters and Offer Letters and send to customers. * Reviewing the agreement documents to identify if the insurance was sold unethically and take necessary actions to remediate the same by refunding the compensation amount basis the standardised calculation. * Acted as a SPOC for addressing complaints pertaining to Payment Protection Insurance right from logging the complaints and categorizing depending on the nature of complaint, simple and complex calculations of PPI refunds and issuing final responses. * Responsible for creating weekly content and releasing communications for the department with weekly highlights, achievements and accolades.

* Supported US Credit Card customers, through inbound calls, with account maintenance, fraud & dispute support, balance transfers and cross-sell term life insurance sales. * Open and maintain customer accounts by recording account information * Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution * Maintain financial accounts by processing customer adjustments * Recommend potential products or services to management by collecting customer information and analyzing customer needs * Prepare product or service reports by collecting and analyzing customer information * Manage large amounts of incoming calls * Build sustainable relationships of trust through open and interactive communication * Provide accurate, valid, and complete information by using the right methods/tools * Handle complaints, provide appropriate solutions and alternatives within the time limits, and follow up to ensure resolution * Follow communication procedures, guidelines, and policies * Attempt to persuade customer to reconsider cancellation

* Optimized supply chain processes with the application of lean principles throughout the value stream through synchronized demand with supply capabilities, and collaboration with strategic customers and supplier * Identified, developed and managed effective relationships with existing and potential vendors of goods and services to meet the established cost, quality and delivery targets * Implemented inventory control measures to reduce obsolete stock, tracked slow-moving items and achieved reduction in inventory management cost * Maintained quality standards for incoming / outgoing materials, ensuring stringent adherence to quality standards, norms & practices * Prepared customer delivery reports by collecting, analyzing and summarizing information and trends and used information to proactively communicate potential late deliveries

* Conducting in-depth research on industry-related topics in order to develop original content. * Developing content for blogs, articles, product descriptions, social media, and the company website. * Assisting the marketing team in developing content for advertising campaigns. * Proofreading content for errors and inconsistencies. * Editing and polishing existing content to improve readability. * Creating compelling headlines and body copy that will capture the attention of the target audience.