Swetha Katta Ravinder

RESUME -+91 - Career Objective To associate myself with an esteemed organization, where in I can utilize my professional and interpersonal skills in contributing, effectively towards the growth of the organization that offers me professional growth while being resourceful, innovative, and flexible. Profile Summary MBA (Finance and Marketing) with 6.0 years of experience in BPS sector and Client Servicing Resourceful in ensuring high quality customer experience, elevating customer satisfaction, while adhering to SLA’s & work processes and managing cost-effective operations in specializes in multinational directories and digital advertising services Having extensive experience in SAP based environment and Deft handling of the tabs and fields in SAP Proficient in managing business operations with focus on top-line & bottom-line performance and skills in determining company’s mission & strategic direction as conveyed through policies & corporate objectives Core Competencies Analyzing business potential, implementing plans to drive sales, supplementing turnover and achieving desired targets Developing new streams for revenue growth and maintaining relationship with customers to achieve repeat / referral business Mapping client’s need, identifying improvement areas and implementing measures to maximize customer satisfaction levels Managing service operations for rendering and achieving quality services, providing first line customer support by answering queries & resolving issues and ensuring minimum TAT Leading, training & monitoring the performance of team members to ensure efficiency in sales operations and meeting of individual & group targets Organizational Experience Tata Consultancy Services as Senior Process Associate - June 2015 to March 2017 Project: Western Union Role: Queue Manager / Analyst Monitoring of different application alerts like ORACLE, TIBCO, CCT & Intelli Match Raising and assigning of incident tickets in case of any error found in applications alerts Escalating and engaging L2 teams if required on any issues identified on applications Bridging calls in case of high severity issues observed Handling of touch base calls with client and management on regular basis Preparing of daily and weekly reports etc Highlights: Queue Managers will track the email / alerts that are assigned to the individual analysts by capturing the details in the daily volume tracker they maintain. Analysts will work on those requests that are assigned Analysts will follow the defined process in order to action those Email / alerts Previous Experience Worked as Assistant Proof Reader in hibu India Private Limited from Aug 2010 to September 2012 Project: UK Websites & Artworks Job Description Establish criteria standards for evaluation & asses the quality of products based on pre-defined standards. Evaluates the functionality and efficiency of the processes and products Perform quality check of websites and adverts according to well defined criteria Rework or reject websites/adverts or finished products as required Conduct and document process and system audits using written procedures as audit standards. Accurately document the results of the quality checking Maintain all controlled document files and test records in a timely and accurate manner. Participate in the construction and/or revision of SOPs for the quality checking. Assist in the writing and updating checking procedures, protocol and checklists. Evaluate problems and make initial recommendations for possible corrective action to supervise. Work with production management and Quality Assurance to provide feedback to assemblers regarding accuracy of assembly procedures. Worked as Senior Process Associate in hibu India Private Limited from Sep 2012 to June 2015 Project: UK - Order Processing Job Description Overview Process, review and validate the manual and e-contract orders in SAP (CRM/3 Module) based platform by working on remote server environment Verify that the product order details in SAP match the orders submitted by sales person Perform quality checks and ensure that the orders are in strict adherence to company’s rules and guidelines Forwarding the processed orders to the fulfillment teams Primary Responsibilities Processing the sales orders Find out whether the profile of the client is in compliance with the rules and guidelines laid out in Rolling Credit Agreement (RCA), Customer Credit Agreement (CCA), etc. Scrutinize the bank details and the account status of the clients Crosscheck the content loaded in SAP for new media products and fix the grammatical, punctuation, casing errors and ascertain that the content is in strict adherence to hibu’s content policies Maintain quality control standards, focusing on accuracy and consistency Secondary Responsibilities Support the IT team in reporting the findings of SAP errors while transitioning from remote server to local desktop. As a Subject Matter Expert (SME) assists the teams in resolving the complicated issues related to the orders. Academic Profile Master of Business Administration in Finance from Osmania University Bachelor of Commerce (B. Com), Osmania University Skill Set Proficient in Microsoft Office (Word, Excel, and PowerPoint) Proficient in Adobe Photoshop (CS5) Extensive experience working with SAP systems Good Communication & Interpersonal Skills Awards and Recognition Recipient of the ‘PAT on the Back’ award for maintaining High Productivity and Quality Standards consistently for a Quarter. Personal Profile Languages Known:English, Hindi & Telugu Marital Status: Married Residential Status:Hyderabad Declaration: I hereby declare that the information given above is correct and true to the best of my knowledge and belief. Date: Place: Hyderabad Signature (Swetha K Ravinder)