Summary
Overview
Work history
Education
Skills
Timeline
Generic

Shirisha Bonthapalli

Summary

Seasoned professional with focus on customer service management and team leadership. Capable of enhancing customer satisfaction and streamlining service processes through strategic planning and strong communication skills. Skilled in conflict resolution, staff training, and fostering positive work environment to drive team performance.

Overview

9
9
years of professional experience
1
1
year of post-secondary education

Work history

Customer service manager

Exclusive Trips LTD
London
02.2025 - Current
  • Facilitated staff development with ongoing training initiatives.
  • Enhanced operating procedures for smoother workflow.
  • Implemented training programmes, enhancing team capabilities.
  • Resolved complaints efficiently, fostering customer loyalty.
  • Delivered exceptional service by addressing customer queries promptly.
  • Oversaw bookings with accurate calendar management.
  • Established competitive pricing strategies to augment sales.
  • Executed data-driven sales and marketing strategies to boost revenue.
  • Forecasted long-term business objectives.
  • Promoted products effectively to increase sales.

Makers&Movers

Little Moons
Kettering, Northamptonshire
08.2024 - 12.2024
  • Conducted quality control inspections, ensuring adherence to industry standards.
  • Implemented cost-saving measures during production process, reducing overall expenditure.
  • Fostered healthy work environment promoting creativity and innovation within team.
  • Packed goods and labelled boxes with content lists.
  • Adapted swiftly in accordance with changing schedules or unforeseeable circumstances, thus minimizing disruptions during moving process.
  • Organized logistics for secure transportation of finished goods.

Senior Financial Analyst

Wells Fargo India Solutions Private limited
Hyderabad
03.2020 - 08.2021
  • Exposure in handling accounting functions including finalization of Accounts, receivables/payables management, bank reconciliation, Debtor/Creditor control management etc
  • Responsible to manage overdrawn accounts which involves timely reporting of data to Line of Business
  • Inventory Management through Emails which involves Line of Business communication
  • Preparing monthly performance and quality reports for review by manager
  • Handling critical process in form of Deposit Clearing which has funds flowing through various sub recons like Sub Wire Reconciliation, Incoming Wire, Disbursement Clearing Recon.
  • Conduct Training and mentoring sessions for new and existing team members within team on various sub processes in Account Reconciliation and helping them speed up their learning curve
  • Responsible for Quality Checks and providing appropriate coaching to peer and new team members
  • Responsible to report out any Risk related incidents to Manager as and when it is noticed or identified
  • Act as point of contact for LOB on process related queries
  • Received AE1 Award in one year of joining
  • Received Internal awards Riser
  • Has been trained on Multiple Additional projects and Critical boarding process in less than year into process and been performing consistently with very minimal errors
  • Helping new joiners in processes am trained
  • Trained New Teams on multiple processes
  • Quality Analyst for multiple processes

Operation Analyst

Wells Fargo India Solutions Private limited
02.2016 - 03.2020
  • Providing Loan servicing by which bank collects interest, principal and escrow payments from borrower
  • Provide commercial real estate loan services for individual borrowers, institutional investors, financial institutions, internationally recognized investment banks, and other third-party investment groups that own or lend commercial real estate properties
  • Preparation of Document process of arranging and preparing borrowers closing contracts
  • Includes documents describing and detailing agreement between borrower and lender
  • Collects all critical documents required for servicing from borrower
  • Trained on critical boarding process Securitization wherein provide service to borrowers for those loans that are securitized which involves generating bills, monthly reserves
  • Trained on Cash Forms process which involves preparing forms for critical payments such as stub interest and reserve payments
  • Works on Additional projects in process
  • Analyzed performance metrics to identify areas for improvement.
  • Undertook complex problem-solving tasks, ensuring customer satisfaction.
  • Implemented key performance indicators to drive continuous improvement.
  • Identified potential risks for risk mitigation strategies.

Education

MSc - International Business Management

University of Leicester
Leicester
09.2021 - 11.2022

Skills

  • Microsoft office suite
  • Data Entry
  • Email management
  • Product knowledge
  • Customer satisfaction surveys
  • Customer Service
  • Administrative support

Timeline

Customer service manager

Exclusive Trips LTD
02.2025 - Current

Makers&Movers

Little Moons
08.2024 - 12.2024

MSc - International Business Management

University of Leicester
09.2021 - 11.2022

Senior Financial Analyst

Wells Fargo India Solutions Private limited
03.2020 - 08.2021

Operation Analyst

Wells Fargo India Solutions Private limited
02.2016 - 03.2020
Shirisha Bonthapalli