Vaishnavi Sharma Thutupally

Handled 30-35 pension queries per day, reviewing accounts, resolving queries, and opening new accounts while sustaining ~90% SLA/KPI. Applied healthcare and pensions policy and GDPR standards to sensitive records, escalating complex cases to management.

Coordinated patient access to physiotherapy care through SystmOne, embedding digital scheduling into clinical workflows. Captured structured patient-reported data via digital questionnaires and compiled monthly feedback reports to management.

Resolved a high volume of customer support tickets via Zendesk, prioritizing by urgency. Used Magento to manage customer accounts, order tracking, and inventory troubleshooting.

Handled an average of 75 calls per day on Universal Credit claims, processing refunds and claim closures under GDPR-compliant systems. Supported non-English-speaking customers via Language Line interpretation and consistently met performance targets.

Delivered daily welfare checks for 200 residents, coordinating hospital and emergency appointments, meal schedules, and clothing needs. Triaged individual needs and liaised with social workers, using Language Line to support non-English speaking residents.

Completed an apprenticeship in a technical role, gaining hands-on experience in a professional environment.

Selected through competitive campus placement to join a clinical patient-records portal team, resolving 70 tickets per day for password resets, access issues, and system errors via chat and email. Sustained a 95% KPI for ticket resolution quality and speed.

Completed an MSc in Digital Health at Bournemouth University in 2023.

Completed a B.Tech in Computer Science and Engineering at Sree Dattha Institutions in 2017.