Mahima reddy
@mahimareddy
Senior Customer Support & Billing Operations Executive focused on SLA-driven excellence.
IndiaWhat I'm looking for
I’m a Customer Support & Billing Operations Executive with 3+ years of experience in high-volume operational environments, currently as a Senior Associate at Wipro Ltd. I manage complex customer inquiries and billing-related service requests while ensuring strict compliance with SLA timelines and quality benchmarks.
In my day-to-day work, I handle end-to-end client communications, investigate and resolve billing and operational discrepancies with high accuracy, and proactively monitor support ticket queues to prioritize high-impact escalations. I collaborate cross-functionally to streamline workflows, maintain operational reporting and performance tracking, and provide continuous technical/process guidance that improves productivity and service outcomes.
Before Wipro, I built a strong analytics foundation as a GIS Analyst supporting POI mapping and geospatial data projects, including quality control checks, post-production scoring, and reporting with Microsoft Excel. Earlier roles—including HR and insurance internships—strengthened my customer-first mindset, documentation discipline, and ability to coordinate effectively across teams.
Experience
Work history, roles, and key accomplishments
Managed high-volume telecom support and billing inquiries, resolving service activations and escalations while meeting SLA and quality benchmarks. Coordinated with cross-functional billing and account teams to investigate discrepancies, streamline workflows, and improve service accuracy.
Geospatial GIS Analyst
Css Corp
Sep 2021 - Nov 2022 (1 year 2 months)
Supported Point of Interest (POI) mapping and geospatial dataset QA by validating POI details and ensuring data accuracy and consistency. Produced weekly/monthly Excel performance reports, monitored quality metrics, and coordinated with development and operations teams for timely releases.
Functional Documentation Intern
Global Trade Konnect
May 2020 - Jul 2020 (2 months)
Prepared detailed functional documentation for GTK system modules to support development teams and stakeholders. Conducted application testing to identify potential issues ahead of system deployment.
Analyzed insurance policies and financial products to identify strengths and areas for improvement while providing customers with personalized policy recommendations. Supported marketing materials and gained exposure to policy underwriting and claim processes through customer consultations.
HR Recruitment & Ops Intern
Global Trade Konnect
May 2018 - Jul 2018 (2 months)
Maintained accurate employee records and HR databases while supporting recruitment by screening and shortlisting candidate resumes. Coordinated interview schedules and assisted with employee engagement activities, team-building, and internal training programs.
Education
Degrees, certifications, and relevant coursework
KL University
Bachelor of Business Administration, Business Administration
Earned a Bachelor of Business Administration (BBA) from KL University, Vijayawada.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Job categories
Skills
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