Summary
Overview
Work History
Education
Skills
Accomplishments
Affiliations
Languages
Timeline
Generic

Pallavi Chitrapu

Celina,TX

Summary

  • Has good experience in Data analysis and Customer management with Healthcare,Retail, Finance and Banking domains. Proficient in handling customer inquiries, complaints and Providing solutions in a timely and professional manner
  • Operations professional with significant experience in customer service management. Excel in team collaboration, driving results, and adapting to changing needs. Skilled in process optimization, conflict resolution, and customer relationship management. Dependable and proactive, fostering productive and positive work environment.
  • Identify best practices and process improvements and opportunities to reduce costs, improve efficiency and enhance customer experience
  • Experienced with optimizing customer service processes to boost operational efficiency and client satisfaction. Utilizes strategic planning and team management to meet organizational goals. Track record of leveraging problem-solving skills and effective communication to drive continuous improvement.
  • Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
  • Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
  • Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.
  • Facilitate the creation and implementation of call center procedures and policies in conjunction with compliance and technology
    Identify, manage, and report daily, monthly, and annual sales targets, KPI’s , and anticipated outcomes of the reporting metrics
  • Participate in operations management meetings aimed at operational efficiencies and inter-departmental communication
    Recruit, cultivate and develop high performing team members. Provide supervision, monitoring and performance feedback.Monitor and measure the daily activities of all business unit operations to ensure tasks are being completed in a timely manner and handled according to the standards and guidance we have defined
  • Results-oriented achiever with proven ability to exceed targets and drive success in fast-paced environments. Combines strategic thinking with hands-on experience to deliver impactful solutions and enhance organizational performance.
  • Dynamic individual with hands-on experience in customer service and talent for navigating challenges. Brings strong problem-solving skills and proactive approach to new tasks. Known for adaptability, creativity, and results-oriented mindset. Committed to making meaningful contributions and advancing organizational goals.

Overview

19
19
years of professional experience

Work History

Team Lead

CorVel Corporation
02.2024 - Current
  • Gather data from primary and secondary sources, ensuring the upkeep of databases and data systems.
  • Detect, examine, and decode trends or patterns within intricate datasets.
  • Leveraged SQL queries to extract, transform and load data into databases.
  • Mentored junior staff, fostering professional development and knowledge sharing within the team.
  • Coordinated resource allocation to ensure optimal workflow and project execution across departments.
  • Cleanse data and scrutinize computer-generated reports and outputs to identify and rectify coding errors.
  • Coordinate with management to align business and informational priorities.
  • Identify opportunities for process enhancements.
  • Employ statistical techniques to scrutinize data and produce actionable business insights.
  • Collaborate with the management team to determine and rank the needs of different business units.
  • Develop data dashboards, charts, and visual aids to support decision-making across departments.
  • Convey insights through both reports and visual presentations.
  • Partner with engineering and product development teams to understand business requirements.
  • Engage with managers from various departments to specify data requirements for analysis projects tailored to their unique business processes.
  • Analyzed large datasets to identify trends, patterns and correlations for business insights.
  • Developed dashboards with Tableau to monitor key performance indicators.
  • Provided data-driven solutions to support decision making.
  • Translated raw data into meaningful information using statistical techniques.
  • Optimized existing database structures for better performance on analytics tasks.
  • Led cross-functional teams to enhance project outcomes and meet strategic objectives.
  • Streamlined operational processes, resulting in increased team efficiency and productivity.

Customer Service Manager

Centene, Superior Health Services
09.2023 - 02.2024
  • Led customer service team, improving response times and enhancing overall customer satisfaction.
  • Developed training programs for new staff, fostering a culture of continuous improvement and knowledge sharing.
  • Implemented customer feedback mechanisms, driving actionable insights to improve service delivery standards.
  • Analyzed service metrics to identify trends, optimizing workflows and resource allocation for efficiency gains.
  • Established performance benchmarks, monitoring team progress and providing coaching for skill enhancement.
  • Collaborated with cross-functional teams to resolve complex customer issues, ensuring seamless communication and support.
  • Spearheaded initiatives to streamline processes, resulting in reduced service resolution times and increased productivity.
  • Cultivated relationships with key clients, enhancing loyalty through personalized support and proactive engagement strategies.
  • Resolved customer complaints while prioritizing customer satisfaction and loyalty.
  • Took ownership of customer issues and followed problems through to resolution.
  • Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.

Customer Operations Specialist

American Income Life
10.2022 - 09.2023
  • Developed policies and procedures for handling confidential customer information.
  • Identified gaps in existing data structures and developed solutions to address them.
  • Streamlined customer support processes to enhance service delivery and improve customer satisfaction.
  • Developed training materials to onboard new team members, fostering a culture of continuous improvement.
  • Analyzed customer feedback trends to implement strategic enhancements in service offerings and product lines.
  • Mentored junior staff on best practices for handling inquiries and resolving escalated concerns effectively.
  • Drove efficiency by implementing standardized procedures that reduced response times for customer inquiries.
  • Improved overall operational efficiency, contributing to company growth and success.
  • Reduced response times by optimizing internal communication processes among team members.
  • Performed regular maintenance on databases to ensure optimal performance.
  • Provided training and support to staff on using database tools and applications.
  • Workout competitive and affordable plans for the working class members
  • Worked effectively in fast-paced environments.
  • Organized and detail-oriented with a strong work ethic.
  • Strengthened communication skills through regular interactions with others.
  • Managed time efficiently in order to complete all tasks within deadlines.
  • Assisted with day-to-day operations, working efficiently and productively with all team members.
  • Review and provide customer service to existing policy holders
  • Communicate and Educate the union members and their families about the benefits and how to claim them.
  • Developed data management strategies to optimize business processes.
  • Analyzed current data systems and identified areas of improvement.
  • Conducted quality assurance reviews to ensure data accuracy.
  • Implemented new procedures for collecting, organizing and storing data.

Customer Relations Manager

Jupiter Texas Investments
08.2022 - 10.2022
  • Developed and implemented customer satisfaction surveys to gather feedback and enhance service quality.
  • Trained and mentored customer service representatives to improve team performance and client interactions.
  • Analyzed customer feedback data to identify trends and recommend strategic improvements in service delivery.
  • Led cross-functional teams to resolve complex customer issues, ensuring timely responses and effective solutions.
  • Collaborated with marketing team to create targeted campaigns aimed at improving customer engagement and retention.
  • Managed escalated customer complaints, transforming negative experiences into opportunities for relationship building.
  • Contributed to product development efforts by providing insights on consumer preferences gathered from direct client interactions and feedback analysis.
  • Supervised daily operations and sales functions to maximize revenue, customer satisfaction, and employee productivity.
  • Established performance and service goals and held associates accountable for individual performance.
  • Created customer support strategies to increase customer retention.
  • Managed customer relations on ongoing basis to maximize customer retention.
  • Liaised between customers and organization with particular focus on working with sales department.
  • Performed duties and provided service in accordance with established operating procedures and company policies.
  • Spearheaded the creation of an automated ticketing system, streamlining issue resolution processes while reducing response times considerably.
  • Created training guides and in-person and online training courses to improve customer user experience in [Software] environment.
  • Assisted with conflict resolution during partnership negotiations and acquisitions.
  • Established metrics-driven performance evaluation systems for staff members focused on delivering exceptional service consistently.
  • Fostered a culture of customer-centric thinking within the organization, driving teams to prioritize client needs and expectations in all decision-making processes.
  • Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.

Accounting firm

Everchem Pvt limited
12.2009 - 04.2010
  • Improve the operational system, processes and policies in support of organizations mission specifically support better management reporting, information flow and management, Business process and organizational planning
  • Manage and increase the effectiveness and efficiency of support services (financial, HR) through improvements to each function as well as coordination and communication between support and business functions
  • Oversee overall financial management, Planning, Systems and controls
  • Payroll management, including tabulation of accrued employee benefits
  • Organization of fiscal documents
  • Supervise and coach office staff on a weekly basis.

Product Manager

Lyca Mobile
09.2008 - 03.2009
  • Manage and report on the P&L of the product
  • Manage acquisition targets for the product and other KPI's including revenue,usage,retention and win back,deliver to target and track daily performance indicators on a KPI dashboard
  • Prepare product propositions ready for launch
  • Work cross functionally with product management, marketing,technical, operations and customer service teams
  • Ensure the product launches meet corporate and customer requirement and are delivered according to time and budget
  • Propose changes to marketing of products to improve performance
  • Keep track of developments in the market
  • Review and progress pricing updates through auditing processes
  • Responsible for product knowledge training Customer service reps and working with manager to deliver performance.

Worked as CPO for UK Cards

CITI Financial Services
05.2007 - 01.2008
  • Make sure day to day operations run smoothly
  • Ensure that customers and clients are served well and that the company is represented in the best way possible
  • To generate revenue and profits to the process
  • Resolve issues with employees, handle customer complaints and deal with technical issues
  • To monitor and spot check calls to ensure that they are being fielded properly
  • Training your team to improve call quality
  • Monitor calls and provide feedback to the team
  • Spot best employees and give rewards and letters of appreciation
  • Weed out the employees unable to handle work and provide training
  • Make sure there are no escalations in the process
  • Achieve targets and numbers.

Incident Lifecycle Coordinator

Hewlett Packard
06.2006 - 05.2007
  • Manage incident lifecycle utilizing the impact solution
  • Run the end to end incident lifecycle report
  • Monitor for incidents and service requests out of process and perform analysis or workgroup until resolution
  • Track all root causes and actions
  • Provide input to review teams for performance improvement e.g
  • Drive process and knowledge base updates
  • Analyze open incidents and service requests for matching symptoms and multiple occurences
  • Review performance with service desk and supervisor and take action where required
  • Drive resolution and avoidance of complaints related to incident life cycle management- Link with outage problem and change management.

Education

MBA - Management

London School of Business, University Of Wales
London
01.2010

BBA - Commerce

Anna Adarsh College, University Of Madras
Chennai
04.2006

Ms Office Suite - Computer And Information Systems

Diplomas in MS Office From Tally
Chennai
01.2004

Skills

  • Data Mapping
  • Statistical Analysis
  • Reporting Tools
  • Structured query language (SQL)
  • Gap assessment
  • Tableau
  • Analytical Problem Solving
  • Data Analysis
  • Data Validation
  • Project Management
  • Attention to Detail
  • Data Entry
  • Administrative Support
  • Customer Service
  • Customer Relationship Management (CRM)
  • Sales force
  • Power BI
  • MS office suite
  • Team development
  • Root-cause analysis
  • Escalation management
  • Workflow improvement
  • Customer relationship management
  • Customer retention
  • Team training and development

Accomplishments

  • I have been know to meet targets and exceed expectations multiple times.
  • Have good customer feedback for resolving issues and helping in timely manner on google reviews
  • received best lead award 3 times

Affiliations

  • Painting
  • Gardening
  • interior designing

Languages

Hindi
Full Professional
Telugu
Native or Bilingual
Gujarati
Limited Working
Tamil
Limited Working
English
Full Professional

Timeline

Team Lead

CorVel Corporation
02.2024 - Current

Customer Service Manager

Centene, Superior Health Services
09.2023 - 02.2024

Customer Operations Specialist

American Income Life
10.2022 - 09.2023

Customer Relations Manager

Jupiter Texas Investments
08.2022 - 10.2022

Accounting firm

Everchem Pvt limited
12.2009 - 04.2010

Product Manager

Lyca Mobile
09.2008 - 03.2009

Worked as CPO for UK Cards

CITI Financial Services
05.2007 - 01.2008

Incident Lifecycle Coordinator

Hewlett Packard
06.2006 - 05.2007

MBA - Management

London School of Business, University Of Wales

BBA - Commerce

Anna Adarsh College, University Of Madras

Ms Office Suite - Computer And Information Systems

Diplomas in MS Office From Tally

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