Shravani Kotapati

 Shravani Kotapati D/O K.V.V. Prasad, Flat No:306, Rutu Estate, Patlipada, Thane West - 400607. PH#-. -Objective Seeking a challenging position in your esteemed organization which will make use of strong organizational skills and a proven ability to get the job done. I am interested to work with an established philosophy of work culture, as to apply my knowledge and competence in an opposite manner to satisfy my professional quest. Work Experience: I Have 6+ years of experience in HSBC. Worked for UK, US and Domestic voice process. Experience in handling sales, fraud and quality assurance along with Process training and mentoring. Company Process Duration HSBC (Hongkong and Shanghai Banking Corporation) Retail Services- Automated Consumer Dispute Verification June 2008 to July 2010 HSBC (Hongkong and Shanghai Banking Corporation) Indian Management – Personal Financial Management July 2010 to June 2011 HSBC (Hongkong and Shanghai Banking Corporation) Fraud Inbound Telephony July 2011 to July 2014 Achievements and Key Role Activities Won four top performer awards and an APT award in RS-ACDV (US HSBC credit card division) Won quality top performer awards thrice in INM-PFS. (Indian HSBC credit card division) Received few customer compliments in INM-PFS during my short span of work in INM-PFS Received multiple customer compliments in Fraud Inbound Telephony (UK). (UK HSBC bank accounts and Credit cards) Trained and mentored 2 batches Deputized my manager in several occasions Handled several escalation calls Responsible for sending Quality MI reports depending on which agents’ monthly performance would be stacked Handled various customer complaints Handled several call coaching sessions Responsible for improving agents’ performance as we provide instant feedback and also share our best practices to reduce their on call time thus reducing their AHT (Average Handling Time) Handled several Business Area Calls from UK regarding process improvement ideas Created an excel sheet and a word document to simplify the credit card refund procedure and other required memo lines for agents Responsible for referrals and have also guided agents to wrap the call effectively and efficiently Appreciated by senior management for effectively switching between calls, referrals, quality audits and other responsibilities Academic Details Qualification University / Board Year B.COM(CSM) Andhra University 2011 Strengths Adaptable Profound ability to work closely and cooperatively Ability to act effectively and imaginatively in difficult situations. Have an uncommon ability to maintain a professional manner under stress. Always have the zeal to learn new things. Hobbies Listening to music for relaxation To involve and associate myself with methodological know-how and to attain knowledge General I have an ability to deal with the situation with all the capability coupled with work experience. I am sure that I can discharge the entrusted amenability to the entire gratification of management. Needless to cite that I shall leave no stone unturned in discharging my service with all due sincerity and dedication. Language Language Read Write Speak English Telugu Hindi Tamil Personal Profile Name:SHRAVANI KOTAPATI Father’s Name:K.V.V. Prasad Gender :Female Date of Birth:14 august 1988 Marital Status:Married Declaration I hereby declare that the above given details are true to the best of my knowledge and belief. I will provide my best to the overall development of the company with possessed skills. Thanking You, Yours Sincerely, Station: Mumbai Date : - (SHRAVANI KOTAPATI)