RAJESH ONTERU
Poughkeepsie
Summary
Analytical professional with 6.5 years of experience in financial services operations and technical systems. Expertise in data analysis, process improvement, and operational reporting, with a strong focus on stakeholder collaboration. Proven ability in client onboarding and transaction troubleshooting while ensuring compliance. Master’s in Information Systems with practical skills in Python and Excel. Aiming to leverage insights and data-driven solutions to enhance business performance.
Overview
8
8
years of professional experience
Work History
Support Analyst
Coinbase
Hyderabad
04.2022 - 01.2023
- Facilitated onboarding and operational workflows for financial platforms, enhancing user experience for Exchange and Commerce products.
- Investigated transaction discrepancies, account issues, and technical problems using structured root-cause analysis methods.
- Analyzed customer and operational data trends to identify recurring issues and improve resolution efficiency.
- Coordinated with cross-functional operations and technical teams to resolve complex system-related incidents, improving incident resolution timelines.
- Maintained detailed incident logs, workflow documentation, and SOP updates to support compliance and knowledge sharing.
- Provided global stakeholder support, achieving SLA performance and quality standards through proactive issue management.
Senior Customer Service Representative
Synchrony
Hyderabad
01.2017 - 04.2022
- Supported U.S. financial services operations by resolving account, payment, and transaction-related issues accurately and efficiently.
- Managed high-volume operational workloads while maintaining strong accuracy and adherence to regulatory standards.
- Analyzed customer feedback and operational performance metrics to identify service gaps and recommend improvements.
- Participated in pilot operational team that optimized workflows and reduced handling time through targeted process improvements.
- Collaborated with QA and leadership teams to refine procedures, ensuring high compliance and maintaining customer satisfaction levels.
- Developed operational documentation and supported training initiatives, enhancing team productivity and ensuring process consistency.
Customer Support Executive
Amazon
Hyderabad
04.2016 - 07.2016
- Delivered technical support in high-volume operational environments while maintaining strong service metrics.
- Collaborated with internal teams to resolve technical issues, directly enhancing product performance and overall customer experience.
- Diagnosed hardware and software issues for Kindle devices, enhancing customer satisfaction through effective troubleshooting workflows.
- Documented system problems and tracked resolutions in internal case management tools, improving information accessibility for future reference.
Bench Sales Recruiter
Advansoft International
Hyderabad
12.2014 - 12.2015
- Managed candidate data, documentation, and recruitment workflows to enhance client engagement.
- Coordinated with internal teams and external stakeholders to improve hiring operations and reporting accuracy.
- Maintained accurate tracking systems and administrative documentation to ensure operational efficiency.
Education
Master’s - Information Systems
Marist College
New York01.2025
Bachelor of Technology - Computer Science
Moghal College of Engineering & Technology
Hyderabad01.2014
Skills
- Client Onboarding
- SLA & Compliance Management
- Operations Analysis
- Process Improvement
- Workflow Optimization
- Root Cause Analysis
- Transaction Investigation
- Data Reporting
- SOP development
- Stakeholder Collaboration
- Cross-Functional Communication
- Problem Solving
- MS Excel
- Word
- PowerPoint
- Outlook
- Case management systems
Timeline
Support Analyst
Coinbase
04.2022 - 01.2023
Senior Customer Service Representative
Synchrony
01.2017 - 04.2022
Customer Support Executive
Amazon
04.2016 - 07.2016
Bench Sales Recruiter
Advansoft International
12.2014 - 12.2015
Master’s - Information Systems
Marist College
Bachelor of Technology - Computer Science
Moghal College of Engineering & Technology