Lakshmi Priya Kakumanu

Cambridge, Massachusetts USA +1-781-***-****

acvvo6@r.postjobfree.com acvvo6@r.postjobfree.com

in.linkedin.com/in/lakshmipriya1

Education

Master in International Marketing (MIM) Expected Aug 2016

Hult International Business School Boston, Massachusetts

Master of Business Administration (MBA) Aug 2004

Osmania University Hyderabad, India

Bachelor in Commerce (BCOM) Jul 2002

Osmania University Hyderabad, India

Experience

Reduxio systems USA May 2016 – Aug 2016

Marketing specialist (Internship)

Accountable for all content marketing initiatives to drive traffic, engagement, leads that deliver sales and customer retention.

To create the content our audience is looking for and then to optimize the path to conversion.

Managing and developing the content by taking inputs by coordinating with other departments.

Maintaining the blog and social media like twitter, Facebook, LinkedIn and YouTube

GRACY ORGANISATION FOR DEVELOPMENT SERVICES (GODS) India Apr 2014 – Jun 2015

Project Director – Nizamabad Region. Worked on World Bank Funding Project. Oversaw development and execution of project deliverables, project planning, budgeting, action plans and process monitoring. Led a 7-person team and conducted financial reporting.

Raised awareness about women’s in both rural and urban areas funded by World Bank; organized night school classes for women in the village.

Increased organic farming productivity by 45% which helped farmers increase profits with less investment.

HSBC Hyderabad, India Nov 2010 – Jan 2014

Customer Relations Team Lead (Nov 2012 – Jan 2014). Migrated the Customer Relations and Complaints Resolution process from Dubai to India. Led a team which was responsible for resolving complaints by liaising with various departments and providing resolution to customers within 2 working days.

Minimized operational losses by providing resolution to the customer within deadlines and coordinating with various departments to ensure that the resolution is provided without incurring any losses to the bank.

Built excellent rapport with various departments in the business area to ensure timely updates were provided.

Increased the positive resolution achievement from 40% of all calls to 86% of all calls in 3 months.

Quality Assurance Officer (May 2012- Nov 2012). Monitored customer service calls at a site level and delivered appropriate coaching to improve service. Identified product knowledge issues and analyzed operational losses for the site while identifying contributing factors. Addressed issues by evaluating the understanding of the team member and recommended action plans.

As a Learning & Development specialist, recommended e-learning modules to all staff which would to enhance skills required to perform the job objective effectively.

Designed an e-learning Module on Enhancing Customer Experience, Objection Handling, and Complaint Handling and conducted workshops to educate agents on the various techniques.

Reduced the error rate and reduced the monitory losses for the bank.

Senior Sales Associate, Direct Banking (May 2011 – May 2012). Sold banking products (accounts, credit cards, loans, fixed deposit) to customers and provided customer support through the sales process. Provided training and mentorship to Jr. Sales team. Customers included Mass, Advance and Premier. Responded to questions about corporate cards. Generated sales reports and adherence reports.

Increased sales from 20% of the Hyderabad site revenue to 78% of total site revenue.

Achieved Best Sales Associate Award and trained new hires on sales techniques.

Increased revenue by $45K USD by negotiating, closing and managing sales projects.

Received the Best Sales Team Award based on the 8-month performance of the pilot team.

Customer Care and Sales Specialist (Nov 2010 - May 2011). Provided customer service to UAE customers. Mentored multiple teams in sales and customer service with up to 14 staff members. Enabled teams to improve sales skills and ensured sales/satisfaction targets were met. Processed client requests for wires, checks etc.

INVENTURUS KNOWLEDGE SOLUTIONS Hyderabad, India Jul 2008 – Apr 2010

Quality Analyst (Dec 2009 – Apr 2010). Built and managed a team of six quality analysts. Led the first outsourcing project transitioning Accounts Receivable (A/R) roles from USA to India. Oversaw offshoring setup and operations.

Successfully collected A/R by analyzing bills and re-billing on denials.

Reduced bad debts write offs and increased recovery of bad debt by collaborating with medical coders.

Provided project management and analysis for projects including resource analysis and project scheduling; met with healthcare providers to determine scope and requirements of the project.

Increased efficiency of onboarding process by updating all training materials and developing the E-learning resource tool from scratch for the A/R staff.

Reduced training expenses and duration of training period by developing and implementing a knowledge assessment tool.

Achieved Quality Analyst of the Quarter twice.

Mentor, A/R Caller Team (Aug 2009 – Nov 2009). Monitored the team and trained the new A/R staff on process specifications. Conducted internal and external audits to assure 100 % quality. Coached A/R Callers to maximize collection efforts. Generated ageing, forecasting and client reports.

Achieved best performance award for mentoring A/R callers.

Identified training needs and conducted training to team members on systems and procedures.

Ensured client quality and monetary goals were met by monitoring calls to identify areas of improvement.

Senior AR Caller (Jul 2008 – Aug 2009). Worked for the Revenue Cycle Management team on hospital billing projects. Started as an Associate, making A/R calls to providers and Physicians. Conducted calls with US Insurance companies on claim resolution. Managed denials and tracked all electronically submitted claims, with a focus on major rejections/denials. Managed a team of 9 A/R callers.

Reduced days in AR, increasing revenue while ensuring that the team met the collections targets/deadlines.

Reduced bad debts write offs and increased recovery of bad debt.

Ensured timely and accurate processing by the payment posting team.

Earlier Positions

DELL INTERNATIONAL SERVICES Process Trainer and Coach India Aug 2006 – Aug 2007

DELL INTERNATIONAL SERVICES, Mentor India Aug 2006 – Aug 2007

DELL INTERNATIONAL SERVICES, Customer Support Associate India Dec 2005 - Jul 2006

Additional Information

Technology: MS Office, SAP HR, Oracle

Languages: English, Hindi and Telugu

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