Priyanka Sudan
Tracy
Summary
Detail-oriented and customer-focused professional with 8+ years of experience in customer service, financial transactions, and business process improvement. Strong expertise in handling billing inquiries, account reconciliation, and interpreting financial documentation like EOBs (Explanations of Benefits). Proficient in leveraging CRM tools to manage customer relationships and ensure timely resolution of unpaid accounts. Seeking a Customer Accounts Specialist position within Revenue Cycle Management to apply my skills in billing, insurance, and customer support to optimize accounts receivable processes.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Senior Teller
Fremont Bank
06.2023 - 10.2024
- Managed high-volume customer interactions, assisting with account inquiries, transactions, and banking statements
- Leveraged CRM tools to track customer interactions and ensure timely follow-up on inquiries and outstanding balances
- Reconciled daily cash transactions, ensuring accurate financial records and compliance with bank policies
- Promoted products and services, managing customer expectations, and driving referrals and product adoption
- Processed credit card payments, addressed billing concerns, and resolved customer disputes effectively
Customer Service Representative
State Bank of India
02.2023 - 06.2023
- Processed a variety of banking transactions including deposits, withdrawals, and wire transfers, with a focus on accuracy and speed
- Used CRM systems to track customer account information, manage follow-up tasks, and ensure efficient issue resolution
- Managed accounts, resolved billing discrepancies, and answered questions regarding charges and financial statements
- Provided recommendations on banking products based on customer needs and preferences, driving customer satisfaction
Trainee, Graduate
BankWorks Program
11.2022 - 01.2023
- Completed comprehensive training on financial transactions, customer service best practices, and CRM tool usage
- Developed skills in account reconciliation, conflict resolution, and financial documentation review
Customer Service Associate
Amazon
09.2022 - 01.2023
- Delivered excellent customer service by resolving inquiries related to orders, returns, and account management
- Documented all customer interactions in CRM systems, ensuring prompt and accurate issue resolution
- Followed up on outstanding issues to guarantee high levels of customer satisfaction and retention
Customer Service Associate
Kohl’s
08.2021 - 01.2022
- Supported in-store operations, providing customer assistance and processing transactions
- Managed high-pressure situations during peak hours while maintaining a professional demeanor
- Promoted store credit cards and other products using CRM tools to track customer interactions and follow-ups
Process Improvement Associate
Amazin Automation Solutions India Pvt. Ltd.
08.2016 - 09.2020
- Focused on process improvement initiatives, using analytics and CRM tools to identify and resolve inefficiencies
- Collaborated with cross-functional teams to optimize customer experience and streamline business workflows
- Managed reporting and data entry tasks, ensuring that processes aligned with best practices and customer satisfaction goals
Analyst
Pacific Life Insurance
04.2012 - 11.2013
- Analyzed business processes and identified areas for automation and efficiency improvements
- Worked with CRM systems to track project progress, manage client relationships, and deliver solutions on time
Education
Bachelor of Engineering - Information Technology
Maharshi Dayanand University
Skills
- Revenue Cycle Management
- Customer Relationship Management (CRM) Tools
- Billing & Insurance
- EOB (Explanation of Benefits) Interpretation
- Customer Service Excellence
- Account Reconciliation & Follow-up
- Problem Solving & Analytical Skills
- Outbound Calls to Clients
- Data Privacy & Compliance
Certification
- Advanced Cash Handling Techniques Workshop/Certification- Bankworks Program
- Certified ScrumMaster (CSM)
Timeline
Senior Teller
Fremont Bank
06.2023 - 10.2024
Customer Service Representative
State Bank of India
02.2023 - 06.2023
Trainee, Graduate
BankWorks Program
11.2022 - 01.2023
Customer Service Associate
Amazon
09.2022 - 01.2023
Customer Service Associate
Kohl’s
08.2021 - 01.2022
Process Improvement Associate
Amazin Automation Solutions India Pvt. Ltd.
08.2016 - 09.2020
Analyst
Pacific Life Insurance
04.2012 - 11.2013
Bachelor of Engineering - Information Technology
Maharshi Dayanand University
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