BHAVANA REDDY KOLLA

Operations Administrator
Xtreme Car Audio | Jan 2024 - Nov 2024

• Provided prompt and accurate responses to customer inquiries via phone and in-person.
• Resolved customer complaints by identifying issues, offering solutions, and ensuring satisfaction.
• Maintained accurate records of customer interactions, sales activities, and inventory.
• Managed call center operations and coordinated special deliveries, including tracking shipments.
• Processed daily invoices using Xero, ensuring timely and accurate billing.
• Performed administrative duties, including preparing quotes, managing bookings, and processing data.
• Informed customers about product features, pricing, availability, and order status.

Client: PepsiCo / Feb 2022-May 2023

• Led a team of customer support representatives, ensuring high service standards and customer satisfaction.
• Handled escalated customer inquiries and complaints, providing technical support
• Designed and implemented training programs for new hires and ongoing skill development for existing team members.
• Maintained and updated customer databases and booking systems, ensuring accuracy and accessibility.
• Utilized CRM software to track customer interactions, analyze trends, and enhance support processes, leading to faster resolution times.
• Processed weighbridge payments with precision, ensuring accurate transaction recording.
• Managed high-volume customer inquiries, achieving a 100% customer satisfaction rating.
• Collaborated with cross-functional teams to resolve complex customer issues efficiently.

Client: Acko General Insurance / Oct 2020-Jan 2022

• Assisted customers with policy inquiries, claims processing, and coverage details to ensure a seamless customer experience.
• Provided guidance on health insurance plans, helping individuals and businesses select suitable coverage options.
• Processed insurance claims, eligibility verification, and prior authorizations while ensuring compliance with regulations.
• Resolved billing and payment issues, explaining deductibles, co-payments, and out-of-pocket costs to policyholders.
• Maintained accurate customer records and insurance documentation in CRM systems for efficient tracking and follow-ups.
• Ensure compliance with company policies and regulations when handling sensitive client information.
• Coordinated with healthcare providers, underwriters, and internal departments to facilitate policy approvals and claims resolutions.
• Analyzed policy trends and customer concerns, providing feedback to improve service delivery and product offerings.
• Assisted in enrollment and renewal processes, ensuring customers met deadlines and understood plan benefits.
• Developed and implemented customer education programs, increasing awareness of healthcare benefits and policy changes

• Client: Australia, New Zealand
• Project Title: i.Patient Manager
• Generate and send daily invoices to customers, ensuring timely and accurate billing using Xero
• Addressed customer inquiries via phone, email, and chat, maintaining a high level of professionalism and courtesy
• Resolved technical issues and provided product support for Patient Management
• Managed and documented customer interactions in CRM software, ensuring accurate and thorough record-keeping
• Collaborated with cross-functional teams to escalate and resolve complex customer issues promptly
• Conducted customer satisfaction surveys and implemented feedback-driven improvements
• Handled a high volume of customer calls in a fast-paced environment
• Assisted customers with account management, billing inquiries, and product troubleshooting