Pranathi N

JNTU, Kukatpally, H.No :4-8/12,Sri Sai Nagar (Devendernagar), Hyderabad 500090

• E-Mail: namburipranathi1@gmail.com • Mobile: 9652763069 • Date of Birth - 23 Nov, 1991

Summary
With proven ability in managing claim’s transference processes, transmissions and SRT’s (Service Request
Transactions) as well as overall back-office operations, seeking a job opportunity in / as________________.

Adept at working in fast-paced financial / mutual fund / back-office operations environments demanding high degree of
proactive approach and interpersonal skills. Detail oriented and committed to exceptional customer service, driven by
analytical based multi-tasking abilities. Worked on all of the SRT’s (Service Request Transactions) Cancellation,
Endorsement, & PNR.

Achievements

 With excellent team leading abilities and a consistent 98% TAT satisfaction, was adjudged as top performer.
 Exclusively entrusted with additional responsibilities to manage multiple processes (Transmissions, Non-core
activities, liens, and SEBI & DQR queries)
 Significantly contributed to improving departmental reporting turnaround time and accuracy through upgrading
and complying with set protocols, Operations and Analysis.

Exceptional Skills

• Workflow Management • Critical Problem Resolution • Numerical

• Process Simplification • Compliance • MIS
• Customer Relations • Claims Processing • Team Mentoring

Experience

Kfin Technologies Pvt Ltd, - Executive - Hyderabad 2019 to Present

 Earned a reputation as a valuable and cooperative employee by: being fair, honest, and willing to help others
when needed; effectively resolving conflicts at appropriate times; and assisting new managers and other staff
to become familiar with policy and operations.
 Exclusively responsible to create investor portfolio, perform cross verifications of KYC Cross verifications,
Customer vendor / banks & AMC relationships, execution of SIP transactions, and managing SEBI
escalations.
 With a detail and process-oriented approach to project operations, performing functions like, preparing and
reporting of DQR, overall verification, investigating and resolving financial claims execution, detection &
recovery, mutual fund and death benefit claims.

ICICI Lombard GIC Ltd - Customer Service Manager - Hyderabad 2012 to 2019

 Trained to accurately investigate and offer best solutions for IRDA’s escalations as well as customer
relationship team & other services pertaining products like Retail Health, Travel, and all other qualitative
escalations.
 Prepared and presented various dependable MIS reports for the stakeholders that increased quality of
decisions, maintained excellent interpersonal and communication skills that complemented proven creative
problem-solving capabilities.
 Proactively took all responsibilities to maintain records of documentation processes, customer interactions,
actions taken, and solutions provided, refunds on double-debit cases and policy cancellations as well as all
related transactions.

Education - B.Sc (Computers) - Vijetha Degree College - Hyderabad 2014

References can be shared on request.

Looking for an overall operational performance of one or more processes, contributes to formation of
organization wide operational strategies and policy may serve on organization wide task or project teams.
Process and lead a healthy team and actively participate in projects or processes enhancements and
encourage creative thinking among the team.

Job description: I can handle these responsibilities

·         Provide coaching and mentoring to other specialists regarding process procedures and policy

·         Monitor and keep management advised of new and emerging trends and patterns seen in investigations of the
team

·         Responsible for supervising a team of specialists responsible for a financial claims program that ensures
proactive identification prevention execution, detection, and recovery

·         Resolves escalated issues communicate with customers vendors other departments and financial claims
management

·         Communicate important developments to leadership that may jeopardize overall business objectives on time.

·         Responsible to lead, oversee and manage a group of team members

·         Manage staff including hiring coaching and counseling performance management and salary administration

·         Create a fun and challenging work environment

·          Undertakes and completes individual or team-based projects or initiatives beyond regularly defined workload.

·         Develop and motivate team members individually and as a team to achieve maximum engagement and results.

·          Good problem solving and analytical skills and numerical skills ‘

·         Responsible for completing all assigned tasks accurately and within the defined processing time frame

·         Ability to train the new joiners and audit the existing team members on various tasks

·         Ability to handle escalations and resolve complex process related queries

Successfully pacified hostile or antagonistic callers and negotiated a mutually agreeable solution by patiently providing
alternatives to reconcile the customer's needs with the company's objectives
• Provided superior customer service and work quality while demonstrating attention to detail, flexibility and
innovation in resolving problems. Possess effective communications skills, and work well with others at all levels
• Involved with all aspects of customer service and order entry including solving problems, answering questions,
and working with customers to ensure fantastic service

Resolving issues relating to IRDA escalation, Customer Relationship Team & Service Quality escalations.
Investigating and resolving service issues pertaining to product like Retail Health,
 Travel and Home.
Preparation & publishing of various MIS for presentation to other stakeholders.
Efficiently responding to internal and external customer requests via phone and email
for resolution of queries within the defined IRDA TAT.
Keeping records of customer interactions and actions taken, including – transactions,
Comments, enquiries and complaints.
Currently working on Refunds on Double-Debit cases and policy cancellations for
Products Travel
Assisting/training in processing of product/process related queries to the trainees, to help
them to achieve the best of the defined TAT and serve customer queries to the best.