Sneha Prasad Basetty

Experience

• 

  Convergys

  Sept 2008 - Oct 2013

  Financial Services

  5 Years of dedicated experience in Business process operations, facilitating high quality customer service. Started as an Associate and raised to level of Sr. Research Analyst.Proficient in managing and leading teams for running successful process operations and experience of implementing procedures, service standards for business excellence.Skilled in managing service tickets in a proactive manner aimed at resolving issues in a timely manner.• Tracking, monitoring and reporting on all Help Desk incidents within defined customer service levels.• Report the Billing application/customer service platform errors to the development teams.• Testing User Interfaces.• Reviewed billing errors and resolved issues in order to ensure that all complex billing and accounts receivable matters are handled well.• Demonstrated knowledge of data analysis.• Worked within defined escalation processes to highlight priority incidents to be troubleshot at a wider level.• Ensured all financial transactions are recorded appropriately in the billing system.• Support Leadership Team in all the process initiatives and strive for Process Improvement.• Assistance with training of staff and compiling procedural documentation.• Assisted with Quality Evaluations to monitor and log the calls, when the volumes were high.• Documenting all technical inquiries and customer-reported problems in the customer tracking database and in the escalation tracking system.• Tele-trainer assisting Retailers in US in setting up the EBT machines.• Collecting and analyzing data to monitor the level of Customer Service.• Workflow tools used – SalesForce, CSP Show less

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  Thomson Reuters

  Oct 2013 - Mar 2020

  Product Solution Specialist - Product Data Management

  • Managing T1- QA Product creation and maintenance, Product Launch in QA and Production environment.• To provide support for Internal customers and clients in Creating, Modifying and Deleting of Test IDs.• Enabling/Disabling User’s portfolio with requested Products and Services for Testing Phase in Staging/QA environment.• Develop SQL Test scripts based on the requirement.• Work in partnership with QA Engineers to develop effective strategies and test plans for product testing for all new ThomsonONE products codes.• Execute Test cases scenario and Analyze the outcomes.• Coordinating with Techical Teams to ensure the Database issues resolved effectively.• Managing the Documentation for all the Projects and Internal requests.• Performing 'Business Validation Test'(Smoke Testing) for quarterly release of the Application.• Conduct post release/post-implementation testing for the ThomsonONE products in Staging Environment. Show less

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  Simpro Software

  Mar 2022 - now

  • Associate Product Manager

    Jan 2024 - now

  • Business Analyst

    Mar 2022 - Dec 2023