Summary
Overview
Work History
Education
Skills
PERSONAL DETAILS
KEY AREAS OF EXPERTISE
Timeline
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Manikanta Varma Gottumukkala

Melbourne,Australia

Summary

Results-driven professional with over 2 years of experience in case management,business development, and client relations across financial services and insurance sectors. Proven track record in optimizing work flows and enhancing stakeholder engagement,leading to significant business growth and improved client satisfaction. Adept at claims processing,regulatory compliance,and CRM management,with strong analytical skills and a commitment to problem-solving.

Overview

4
4
years of professional experience

Work History

Customer Service Officer (Insurance and Claims)

MUFG
Melbourne, Australia
06.2023 - 11.2024
  • Managed 80+ customer inquiries daily, providing end-to-end support for financial hardship, compassionate grounds, and TPD cases with a 95%+ first-call resolution rate
  • Guided 50+ customers daily through claims, reducing repeat inquiries by 25%
  • Reviewed 100+ claims weekly, ensuring 100% compliance and 98%+ accuracy
  • Resolved 10+ daily escalations, cutting unresolved cases by 30%
  • Maintained detailed records, achieving a 99% audit success rate
  • Improved processes, reducing claim time by 20% and boosting satisfaction
  • Exceeded KPIs, maintaining 98%+ quality and 15% faster resolutions
  • Followed up on 95%+ cases, cutting resolution times by 20% and minimizing client stress
  • Maintained 100% compliance, achieving a 99% audit pass rate
  • Exceeded KPIs, with a 98%+ quality score and 20% faster processing than industry standards

Customer Service Representative

Woolworths
, Australia
02.2021 - 05.2023
  • Warmly greeted customers as they arrived and helped them find the products they were looking for
  • Listened to customer questions, concerns, or complaints and addressed them in a friendly and professional way
  • Handled transactions for purchases, returns, and exchanges, following store policies to ensure smooth and accurate processing
  • Promoted store offers discounts, and loyalty programs to customers, encouraging them to take advantage of the deals
  • Resolved customer issues or, when needed, passed them along to the right department for further assistance
  • Used store technology like POS systems and online order tracking to keep things running efficiently
  • Assisted team members during busy times, jumping in to help with whatever tasks were needed to keep things moving

Education

Master of Science - cyber security

Latrobe University
melbourne
08-2022

Bachelor of Science - computer science

Sathyabama University
chennai
05-2019

Skills

  • CRM & Case Management Software: Salesforce, HubSpot, Zoho CRM, Pipedrive, Freshsales, Zendesk Sell, Mail octopus, SAP Customer Experience (CX)
  • Superannuation & Claims Systems : IBM notes, FINEOS, Pega, Doc Search, CCP, HP records, IMGPRD,Aspire Central
  • Project Management & Workflow Tools: Jira, Asana, Smartsheet,MS Exce, Microsoft Dynamics 365,Power BI,SQL

PERSONAL DETAILS

  • Work rights & status: Work rights & status : Sub-Class 485 (Temporary Graduate visa) Full working rights , expires on 01 dec 2027(Willing to relocate).
  • Licences : Full License, Australia (VIC).

KEY AREAS OF EXPERTISE

  • Customer Service & Relationship Management.
  • Case Management & Claims Processing.
  • Technical & Analytical Skills.
  • Sales & Business Development Skills.

Timeline

Customer Service Officer (Insurance and Claims)

MUFG
06.2023 - 11.2024

Customer Service Representative

Woolworths
02.2021 - 05.2023

Master of Science - cyber security

Latrobe University

Bachelor of Science - computer science

Sathyabama University

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Manikanta Varma Gottumukkala