Srinivas Rao

Supported Arise Virtual Solutions (USA) and handled customer service cases at various complexity levels, including de-escalation while keeping business goals in mind. Consistently met SLA and contributed to NPS outcomes. Operated customer service applications including ServiceNow and CRM tools, and applied process knowledge to resolve issues. Also contributed to team enablement through knowledge transfer, audits/quizzes for process proficiency, and updated team members on client process changes. Where applicable, supported quality and performance monitoring initiatives such as 360-degree feedback and adherence planning to manage shrinkage and maintain SLA.

Coordinated Quality Assurance and Quality Check activities for customer service delivery to meet client expectations. Conducted quality evaluations and 360-degree style feedback where applicable to gauge service quality of agents. Supported process adherence through regular assessment activities, enabling improvements through feedback loops and audits. Assisted with structured documentation and ongoing monitoring related to performance and service consistency.

Provided customer support for Aviva General Insurance (UK). Resolved customer queries and issues through phone/customer service workflows while ensuring compliance with service processes and performance expectations, including timely handling and quality of responses.