Deepthi Bhagavathula

• First point of contact for members and employers via phone (Inbound and Outbound) for a range of Superannuation and Income Stream product related enquiries.
• Handled customer interactions through clear communication, active listening and displayed resilience during difficult and sensitive calls.
• Achieved customer satisfaction by meeting and exceeding their expectations with timely accurate and appropriate responses and resolving their queries and concerns.
• Demonstrated empathy and developed rapport with customers for positive interactions and deescalating probable complaints.
• Managed Member accounts by ensuring accurate and timely updates on their information.
• Demonstrated motivation and willingness to increase knowledge about super funds and administrative procedures independently.
• Exhibited subject matter expertise on superannuation funds, processes and procedures and supported colleagues in my team and other teams with information when and where required.
• Achieved KPIs and adherence and was awarded for overall customer satisfaction feedback from members and quality analysis on multiple occasions.
• Possess strong customer service, excellent communication skills both verbal and written and a pleasant phone manner.
• Helped large volume of customer calls every day with positive attitude and focus on customer satisfaction.
• Participated in regular meetings with team leaders to discuss challenges and opportunities for growth.
• Complied with Privacy Policy and procedures of the Organization.

• Created and updated physical records and digital files to maintain current, accurate and compliant documentation.
• Drafted professional letters and marketing copy to support business objectives and growth.
• Authored clear and professional business documents.
• Analyze and Offer office-wide software support and training for Zoho, troubleshooting issues and optimizing usage.
• Quality Control and troubleshooting of applications on Zoho CRM.
• Created social media content across multiple platforms.
• Created and maintained a corporate website using the Wix content management system.
• Managed incoming and outgoing communication with clients regarding Estimates and Invoices using Zoho Books and Microsoft Outlook.

• Promptly received and forwarded incoming communications, such as phone calls, emails and letters, to appropriate staff.
• Processed invoices and expenses of clients to facilitate on-time payment.
• Verified accuracy of business records by consistently updating customer information.
• Completed clerical tasks such as filing, copying and distributing mail.
• Welcomed office visitors and alerted staff to arrivals of scheduled appointments.
• Developed correspondence letters, memos and emails.

DELOITTE EXPERIENCE

1. Project: JOHNSON & JOHNSON - PATIENTFIRST

• Scope: PatientFirst delivers a standard Complaint Management Process, Organization and Technology solution with analytical capabilities for their medical devices and diagnostic portfolios. The scope of this project is Interaction Management which includes inquiry, complaints, adverse events and repair management of the various medical devices and diagnostics whose data flows from different source systems to Target Siebel PatientFirst application.

Contribution:

• Prepared Test Case Inventories, composed Data Conversion and Integration test scripts for the test cases in the inventories.
• Uploaded the Test Inventories and test scripts on a daily basis for the review and walkthrough to the external test execution team.
• Collaborated with other agile and non-agile teams to implement appropriate integration/E2E tests.

2. Project: VISA Inc. - CYBS SIEBEL DATA CENTRE MIGRATION

• Scope: The scope of this project is to migrate the existing CyberSource Data Center to new Siebel environments and to integrate this Siebel environment with different existing boundary systems via interfaces and environment specific modifications.

Contribution:

• Composed Functional and Integration Test Scripts from the Test Catalogue, Use Cases and To-Be Architecture documents for various interfaces.
• Created and executed the test scripts for cron jobs and interface reports involving Putty.
• Executed interface test scripts by coordinating with the boundary system owners and getting the data validated.
• Published daily reports on the execution status.
• Raised defects and coordinated with respective teams to course them to closure.
• Participated in System, Integration, Data and Regression testing cycles.

Achievements:

• Authored a document "How to run a Cron Job", leveraging the experience obtained from the creation and execution of the cron job test scripts.
• Raised quality defects with 90% accuracy. Remaining 10% of the defects were incorporated as FDD enhancements.
• Gained experience in data setup and data manipulation using SQL.

3. Project: CHRISTIES - CLIENT AND OBJECT SYSTEMS

• Scope: The scope of this project is to deliver a new integrated CRM system with business intelligence capabilities based on Oracle's Siebel CRM coupled with BI publisher and Oracle Business Intelligence Enterprise Edition 11g for reporting capabilities. COS is a part of its end-to-end Business Transformation Programme known as Christie's Transformation Programme (CTP).

Contribution:

• Created Use cases for Business Process Flows provided in the Functional Design Documents with the help of Industry Print. (IPv) and possible test scenarios from the use cases.
• Created test cases and test scripts for all the test scenarios received from onsite team and from the use cases.
• Updated the test coverage matrix with the updates made to the functional design documents.
• Conducted sanity testing after the release of every build and published reports to the complete team.
• Handled client/project team calls and meetings for clarification on Business Rules and change requests and kept the team updated about the same.
• Executed Test scripts, logged defects managed them through their life cycle in HP ALM.
• Coordinated with the UAT team in creating UAT scripts and executing them.
• Created test scripts for Change Requests and executed them.
• Participated in System, Integration and Regression Testing Cycles.

Achievements:

• Applauded for authoring a Sanity Testing checklist for the entire application.
• Assisted Team in gathering the inputs for creating Test Strategy and Test Plan documents in the agile environment.
• Received applause for composing finest test cases and test scripts.

4. Project: WELLPOINT Inc. - POR

• Scope: WellPoint Inc. is the largest managed health care, for-profit company in the Blue Cross and Blue Shield Association. A key strategic initiative for WellPoint is the execution of the CRM strategy for the Commercial and Consumer Business Units. The CRM strategy leverages an Oracle Siebel based platform that enables enterprise capabilities and functionality that will be shared by both the Commercial and Consumer lines of business.

Contribution:

• Identified and created Test Scenarios and test scripts for the enhancements on the application referring to Functional Design Documents.
• Executed the test scripts, identified the defects and logged them in Clear Quest.
• Organized daily meetings to keep the QA team posted on the status of testing.
• Collaborated with developers and product owners to stay current on the application's intended functionality.

5. Project: WASTE MANAGEMENT Inc. - ORDER TO CASH

• Scope: The Waste Management team and Deloitte have partnered to build a system based on Siebel technology to give a feasible solution to reduce waste from collection to disposal while recovering valuable resources and creating clean, renewable energy and saving formidable revenue.

Contribution:

• Composed Modular Test Cases (MTC) (Small test cases which are frequently used in many test scripts) and test scripts using the MTCs for the scenarios created based on the requirements.
• Uploaded and linked all the MTCs, Test Scripts, and Requirements in HP ALM.
• Executed the test scripts and managed defects throughout their cycle in HP ALM.
• Created Test Data in the application for onsite defect validation and test scripts execution.
• Organized daily/weekly calls and meetings with onshore and offshore teams to discuss the project updates and issues.
• Assigned modules include: Agreements, Quotes, Activities, Service Requests, Contacts and Accounts.
• Participated in System, Integration and Regression testing cycles.

6. Project: AMERICAN RED CROSS - DONOR RELATIONSHIP MANAGEMENT SYSTEM (DRMS)

• Scope: American Red Cross engaged Deloitte Consulting to deliver an online donor recruitment portal, creating capabilities to market the prospects via Web, email, broadcast voicemail, and mail. The implementation was accomplished through a single Siebel based Donor Relationship Management System consisting of Siebel Call Center, Siebel events, and Siebel Marketing.

Contribution:

• Composed accurate test scripts for the test scenarios provided under Marketing and eEvents modules referring to the Functional Design Documents.
• Uploaded the completed test scripts to eRoom (Deloitte's central client-focused website) on a daily basis and conducted peer review of the test scripts within the test team.
• Executed the test scripts and managed defects within HP QC.
• Conducted Sanity testing on the application after every release and published the reports to the complete onshore and offshore teams.
• Created Test Scripts for UAT users and End-to-End scripts for Marketing and eEvents applications.
• Coordinated with the Deloitte functional team in creating enhancements and change requests.
• Participated in System, Integration and Regression Testing Cycles.

Achievements:

• POC for all Marketing and eEvents related queries.
• Raised logical defects of which many of them were incorporated as application enhancements.
• Received applause from the Senior Manager of the project for the optimized effective testing contribution.

7. Project: CANON - ONE SERVICE - WARRANTY CLAIM SYSTEM

• Scope: The Canon One Service Warranty Claim System is focused on improving and standardizing the warranty claims pan-European process, making it easier on a day-to-day basis for Canon as well as for its partners through Siebel implementation.

Contribution:

• Created Mock Ups and Business Rules for the application's Screens and Views prior to the application development.
• Analyzed the Validation Tree (base workflow of WCS) and created test scenarios and test scripts.
• Carried out tests to identify, report and repair issues such as bugs and defects.
• Coordinated work with various teams to solve problems and improve efficiency for software testing.