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Pooja Suresh profile photo 2 on Tal
Pooja Suresh profile photo 1 on Tal

Pooja Suresh

MS in Business Analytics at Queens University Belfast

Bengaluru

4+ years of work experience

BT Group
Feb 20251 yr 7 mosAug 2026

Belfast, Northern Ireland, United Kingdom

·       Investigate and resolve billing-related incidents by analysing customer account data and transaction history, ensuring issues are handled accurately and securely. ·       Provide end-to-end case ownership, including triage, escalation, and resolution of customer billing issues within defined SLAs. ·       Identify patterns in billing queries and recurring issues, supporting risk awareness and process improvement initiatives. ·       Communicate complex billing and account information clearly to customers, maintaining trust and protecting sensitive financial data. ·       Handle customer data in line with GDPR and internal security policies, ensuring confidentiality and regulatory compliance. ·       Collaborate with internal teams to escalate complex issues and ensure consistent application of billing controls and procedures.
Accenture
Mar 20235 mosJul 2023

India

Accenture
Dec 20202 yrs 4 mosMar 2023

India

Pooja’s AI Stack

claude
claude
gemini
gemini
openai
openai
ChatGPT
ChatGPT
Microsoft Copilot
Microsoft Copilot

Education

Queen's University Belfast

Master of Science - MS, Business Analytics

Queen's University Belfast

20231 yr2024
JSS Academy Of Technical Education Karnataka

Bachelor of Engineering - BE, Electrical, Electronics and Communications Engineering

JSS Academy Of Technical Education Karnataka

20164 yrs2020

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Headline

MS in Business Analytics at Queens University Belfast

Location

Bengaluru

AI stack

claude

gemini

openai

ChatGPT

Microsoft Copilot

Work experience

Customer Service Advisor at BT Group, Feb 2025 - Aug 2026 · 1 yr 7 mos, Belfast, Northern Ireland, United Kingdom, · Investigate and resolve billing-related incidents by analysing customer account data and transaction history, ensuring issues are handled accurately and securely. · Provide end-to-end case ownership, including triage, escalation, and resolution of customer billing issues within defined SLAs. · Identify patterns in billing queries and recurring issues, supporting risk awareness and process improvement initiatives. · Communicate complex billing and account information clearly to customers, maintaining trust and protecting sensitive financial data. · Handle customer data in line with GDPR and internal security policies, ensuring confidentiality and regulatory compliance. · Collaborate with internal teams to escalate complex issues and ensure consistent application of billing controls and procedures.

Application Development Analyst at Accenture, Mar 2023 - Jul 2023 · 5 mos, India

Application Development Associate at Accenture, Dec 2020 - Mar 2023 · 2 yrs 4 mos, India

Education

Master of Science - MS, Business Analytics, Queen's University Belfast

Bachelor of Engineering - BE, Electrical, Electronics and Communications Engineering, JSS Academy Of Technical Education Karnataka

Pooja Suresh - Customer Service Advisor in Bengaluru | Tal