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Keerthana Karla

Senior Specialist | Customer Operations | Escalation Management | Root Cause Analysis | Data Analysis | Open to Business Analyst Opportunities

Hyderabad

2+ years of work experience

Synchrony
Feb 20264 mosPresent

• Managed the end-to-end lifecycle of high-priority customer escalations and corporate complaints across multiple channels. • Collaborated with cross-functional teams to analyze and resolve customer queries, ensuring timely, high-quality resolutions. • Conducted Root Cause Analysis (RCA) to identify recurring issues and recommend improvements, enhancing service quality. • Demonstrated strong problem-solving, negotiation, and communication skills while adhering to SLA compliance.
Synchrony
Mar 20242 yrsFeb 2026

>Managed collections and recovery cases while ensuring a customer-centric approach >Communicated with customers to negotiate repayment solutions and resolve outstanding balances >Consistently achieved and exceeded performance targets and KPIs >Maintained accurate records of customer interactions and case updates >Demonstrated strong problem-solving skills in handling sensitive financial situations

Education

Bachelor of Arts, Economics

Dr. B.R.Ambedkar College

20203 yrs2023

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Headline

Senior Specialist | Customer Operations | Escalation Management | Root Cause Analysis | Data Analysis | Open to Business Analyst Opportunities

About

Detail-oriented professional with over 2 years of experience in customer operations, specializing in corporate consumer relations and recovery processes. Proven ability to handle high-volume cases, resolve complex customer issues, and maintain strong compliance standards. Recognized with multiple performance awards, including the Recovery Champion Award and Value Core Award, for consistently delivering results and maintaining quality standards. Currently expanding expertise in IT Service Management (ITSM) and ServiceNow, with a strong interest in transitioning into technology-driven roles. Skilled in case management, complaint resolution, stakeholder communication, and process improvement. Open to opportunities in ServiceNow, ITSM, and operations roles where I can leverage my analytical skills and customer-centric approach to drive impactful outcomes.

Location

Hyderabad

Work experience

Senior Specialist, Corporate Consumer Relations at Synchrony, Feb 2026 - Present · 4 mos, • Managed the end-to-end lifecycle of high-priority customer escalations and corporate complaints across multiple channels. • Collaborated with cross-functional teams to analyze and resolve customer queries, ensuring timely, high-quality resolutions. • Conducted Root Cause Analysis (RCA) to identify recurring issues and recommend improvements, enhancing service quality. • Demonstrated strong problem-solving, negotiation, and communication skills while adhering to SLA compliance.

Recovery Representative at Synchrony, Mar 2024 - Feb 2026 · 2 yrs, >Managed collections and recovery cases while ensuring a customer-centric approach >Communicated with customers to negotiate repayment solutions and resolve outstanding balances >Consistently achieved and exceeded performance targets and KPIs >Maintained accurate records of customer interactions and case updates >Demonstrated strong problem-solving skills in handling sensitive financial situations

Education

Bachelor of Arts, Economics, Dr. B.R.Ambedkar College

Keerthana Karla - Senior Specialist, Corporate Consumer Relations in Hyderabad | Tal