Sowjanya Pendyala
Reading,West Berkshire
Summary
Experienced senior customer service analyst with over 7 years of delivering high-quality support in fast-paced environments. Skilled in analyzing service data, improving processes, and leading teams to exceed customer satisfaction targets. Proven ability to resolve complex issues, optimize workflows, and provide insights that drive continuous improvement. Strong communication with deep knowledge of CRM systems, KPI management, and regulatory compliance standards.
Overview
11
11
years of professional experience
4
4
years of post-secondary education
Work history
Consultant
Wipro Financial Outsourcing limited
06.2024 - 07.2025
- Delivered accurate information and support on pension schemes, including defined benefit, defined contribution, and auto-enrollment plans.
- Provided first-line support to customers regarding pension queries such as fund value, contributions, retirement options, and benefit forecasts.
- Processed pension-related requests such as transfers, opt-ins/opt-outs, and retirement claims within SLA targets.
- Explained complex pension policies and procedures in a clear and customer-friendly manner across phone, email, and webchat channels.
- Ensured all client communications and transactions complied with FCA, HMRC, and GDPR regulations.
- Supported vulnerable and elderly customers with empathy and care, ensuring a positive and inclusive experience.
- Maintained accurate records in pension administration systems (e.g., Profund, Altair, Civica, Oracle) and updated client files with all interactions.
- Escalated and resolved complex pension issues by liaising with internal teams such as benefits, payroll, and legal/compliance departments.
- Participated in ongoing training to remain up-to-date with pension legislation, retirement age changes, and industry best practices.
- Consistently achieved performance KPIs such as call quality scores, case resolution time, and customer satisfaction ratings.
Senior Service Analyst
Accenture
08.2020 - 04.2022
- Company Overview: Worked as senior service analyst for client 'Telstra Australia' Telecom Project
- Provided exceptional customer support to Telstra broadband service subscribers through various channels, including phone, email, and chat.
- Assisted customers with inquiries, technical issues, and billing concerns, ensuring their needs were met promptly and professionally.
- Managed billing inquiries, payment arrangements, and account adjustments, ensuring accurate billing and customer satisfaction.
- Facilitated seamless plan changes and upgrades based on customer preferences and needs.
- Ensured strict adherence to Telstra's policies, procedures, and industry regulations during all customer interactions.
- Activating customers’s broadband services, SME support for new batches, and on calls with clients to provide information and suggestions in relation to process growth.
- Worked as senior service analyst for client 'Telstra Australia' Telecom Project
- Quickly learned and applied new skills to daily tasks, improving efficiency and productivity.
- Carried out day-to-day duties accurately and efficiently.
- Successfully delivered on tasks within tight deadlines.
- Demonstrated respect, friendliness, and willingness to help wherever needed.
Consultant
BCD Travel India Pvt ltd
05.2019 - 04.2020
- Provide comprehensive travel consultation services to corporate clients, including itinerary planning, booking flights, hotels, ground transportation, and other travel arrangements.
- Manage complex travel schedules and itineraries, ensuring efficiency and cost-effectiveness.
- Handle travel emergencies and changes, such as cancellations or delays, with prompt and effective solutions.
- Maintain accurate client records and travel documentation, ensuring compliance with company and industry standards.
- Assisted senior travel consultants in preparing travel itineraries and reservations.
- Managed administrative tasks, including data entry, document preparation, and customer correspondence.
Customer Support Assistant
24/7 Pvt Ltd
Bangalore
08.2016 - 10.2018
- Proficient in using the Amadeus GDS to book flights, hotels, and other travel services.
- Experienced in itinerary creation, fare searches, and reservation management.
- Knowledgeable about Amadeus commands and functionalities.
- Skilled in utilizing the Sabre GDS to facilitate travel bookings and reservations.
- Competent in fare rules, seat assignments, and itinerary changes within Sabre.
- Familiar with Sabre Red Workspace and Sabre formats.
- Provided top-notch customer service by utilizing Amadeus and Sabre GDS systems to book flights, accommodations, and ground transportation for clients.
Customer Support Officer
Wipro BPO
Chennai
07.2014 - 05.2016
- Assist associates with their payroll issues through inbound calls and emails.
- Member of the email support team.
- Serve as the first point of contact for employees and managers, responding to inquiries related to HR policies, procedures, and benefits.
- Assist with HR transactions, including employee onboarding, offboarding, payroll inquiries, and leave management.
- Provide guidance on company policies and procedures, ensuring compliance with labor laws and regulations..
- Duration: 22 months
- Tools used: PeopleSoft Oracle 9.1, Citrix, SAP, HRCMT, Doc’s Online.
Education
Bachelor’s -
computer science engineering
01.2009 - 01.2013
Masters - Coventry University
cyber security
Skills
- Exceptional organizational skills
- Time management skills
- Proficiency in Microsoft Office Suite
- Strong communication skills
- Interpersonal skills
- Ability to handle confidential information
- Detail-oriented
- Multitasking
- Problem-solving abilities
- Decision-making abilities
- Customer support
- Pension administration
- Problem solving
Custom
Available upon request.
Languages
English
Fluent
Telugu
Native
Timeline
Consultant
Wipro Financial Outsourcing limited
06.2024 - 07.2025
Senior Service Analyst
Accenture
08.2020 - 04.2022
Consultant
BCD Travel India Pvt ltd
05.2019 - 04.2020
Customer Support Assistant
24/7 Pvt Ltd
08.2016 - 10.2018
Customer Support Officer
Wipro BPO
07.2014 - 05.2016
Bachelor’s -
computer science engineering
01.2009 - 01.2013
Masters - Coventry University
cyber security
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