Ramya Keerthi Palle

• Answered inbound calls, chats and emails to facilitate customer service.
• providing frontline customer support and achieving daily banking needs.
• Demonstrated excellent communication skills in resolving consumer complaints.
• Maintained knowledge of current promotions, exchange guidelines, Interest rates, payment policies and security practices.
• Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
• Educates customers on banking products and specialises in frontline banking services including identifying customers on phone, lost/stolen card replacements, App Management and Onboarding, KYC, disputes, and T&R management.

ACHIEVEMENTS

• Recognised for good performance and rewarded incentive for FY23.
• Improved data integrity and meet customers banking needs by asking probing questions to determine service needs and accurately input information into systems.
• Increased customer satisfaction by promptly resolving problems leveraging knowledge of banking products and services and providing friendly service.
• Met compliance requirements by working with different banking departments to provide best customer service including risk & compliance, card operations, disputes and Fraud and scam teams.
• Grew customer base by attracting potential customers through answering product and service questions and suggesting information about appropriate products and services.

• Managed full-cycle recruiting processes for mid level to executive-level vacancies for Technical and Techno- functional requirements.
• Worked mostly on Oracle apps, SFDC, Full stack JAVA and CA profiles.
• Managed and updated recruitment ATS and CMS software.
• Executed strategies to achieve scalability and efficiency while meeting retail talent acquisition needs.
• Sourced, qualified and conducted screening interviews with job candidates.
• Developed processes and metrics that supported achievement of organization's business goals.
• Reviewed referral candidates and contacted qualified individuals to request applications.
• Building rapport with the employees and maintaining friendly relations with sourced candidates for future requirements.
• Trained in UAE (Dubai) for key recruitment needs.
• Liaised between employees and stakeholder to address inquiries, complete contract processing and foster problem resolution.

ACHIEVEMENTS

• Optimized recruitment process by effectively managing high volume inbound and out-bound calls and maintaining friendly relationships with candidates and internal stakeholders
• Brought in key talent by recruiting IT employees from India to IT firms in UAE (Dubai, Abu Dhabi) and Kuwait
• Improved productivity by leveraging expertise in evaluating and shortlisting candidates, conducting baseline interviews, coordinating with Business Development team for requirements, priority and timelines.

• Provided outstanding service to Clients by attending closely to concerns and developing solutions.
• Resolved production issues as per priority and on time for clients in Penang (Malaysia).
• Worked on Oracle apps application, CONCORDE and provided services to clients using application as per client account permissions.
• Accounts Management, General Ledger are the key modules that are used for the Application maintenance.
• Used MySQL for database
• Inspected production, quality control and maintenance reports to detect and address production problems.
• Provided monthly General ledger reports for the clients.
• Identified and solved complex problems that impacted management and business direction.
• implemented developments first in TEST environment and if successful then on PROD environments.
• Mitigated production issue risks by identifying potential problems and taking effective action.
• Used BMC application for work flow orchestration.

ACHIEVEMENTS

• Minimised operational downtime by providing production support and working with business team in Penang, Malaysia to deliver support and maintenance services to clients on Oracle apps-based applications.
• Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
• Improved invoicing and report accuracy by effectively running programs, troubleshooting and resolving production issues to ensure smooth execution.