1. Career Objective
To seek a challenging position where my skills can best be utilised, while gaining new experience & knowledge, and
applying my skills, as an individual and team member to achieve team as well as organisational goals, where hard work
and perseverance are recognised and valued.
Key Competencies
 Excellent organizational skills suited to multitask,
prioritise and manage own workload in a fast paced
environment with minimal or no supervision
 Strong written and verbal communication skills
 Proficient in MS Office (Word, Excel, PowerPoint
and Outlook)
 Conscientious, with an eye for detail, a can do
attitude and a strong team work ethic
 Exceptional customer service and liaison skills
 Outstanding time management to meet and
surpass deadlines
 Prepare agendas, minutes and memos
 Knowledge of office management systems and
procedures
 Effective decision making and problem solving
skills
 Project management, critical SLA mapping,
transition management and process
standardization
 Organizational and individual expenses processing
and reconciliation (vendor invoices and credit
cards)
 People management - coaching and counselling
team members
 Training content & job aids development and
drafting Standard Operating Procedures (SOPs)
 Manage travel and calendar
 Type writing English (40 W.P.M)
EDUCATION
Name of the qualification
Institution
(University/ College)
Year Grade Language
Bachelor of Commerce (Computers)
with Accountancy as a major
Osmania University, India 2004 High Distinction English
Intermediate (Mathematics,
Economics, Commerce)
Nirmala Hrudaya Junior College,
India
2001 Distinction English
Secondary School Certificate (SSC) Vijay Public School, India 1999 High Distinction English
3/54 Chaseling Street
Phillip ACT 2606
pallavi.konujula@gmail.com
0474 636 416
Pallavi Konujula
Curriculum Vitae

2. Page | 2 Pallavi Konujula
Employment history
Roles and Responsibilities — (Deloitte – Sr. Analyst, Administrative Services)
 Provide virtual administrative support to PPDs
(Partners, Principles and Directors) involving:
– DPS (Create Invoices, Work Breakdown
Structures – WBS, Clients, generate and format
print ready reports in excel and PDF)
– APNET (Initiate Request For Payments – RFPs)
– APNET2 (Initiate and submit RFPs for approvals)
– Payables (Vendor invoices payment processing)
– DTE (Deloitte Time and Expense entry and
updates)
– Service Desk (Requests tracking system)
– In-depth review form (Research, identify and
document findings in a SharePoint Site related
to Administrative issues)
– ETWeb (Post Journal Entries)
 Facilitate multiple process and quality related
trainings based on diverse tools (listed above) used
by One Team National Business Centers (OTNBC – US
and India)
 Manage complex roles such as Quality Reviewer
and Business Process Trainer, alongside Work Flow
Coordinator
 Perform quality audit of escalations and provide
resolutions
 Collate, analyse periodic quality data, identify trends
and prepare quality reports in excel
 Queue management, workflow coordination of
administrative services and assign requests to
available resources
 Perform pre & post-delivery quality check of
deliverables
 Work closely with supervisors and other
workflow coordinators to ensure seamless
workflow of requests and share best practices
 Query management and interaction with clients
to understand their project requirements
 Provide floor support to 50+ new hires and
experienced team members
 Interact with US counterparts for process
development
 Lead transition of vendor invoices payment
processing through:
Legacy APNET APNET2 Enhanced
Payables
 Coordinate with US National Accounts Payable
Team and create & update payables workflow
map
 SOP creation, content development and review
 Keep abreast of emerging process related tools
and update their SOPs
 Responsible for training new hires, existing
employees as well as newly appointed
trainers/buddies
Worked as Sr. Customer Service
Representative with Sollertior Solutions
from July 2005 to December 2006
Worked as Sr. Analyst (Administrative Services)
with Deloitte Support Services India Pvt. Ltd.
from February 2010 to November 2015
Worked as Front Office Executive and Office
Coordinator with ICICI Bank (Direct Marketing
Associate) from April 2004 to May 2005
Worked as Customer Support Executive
(Tech Support) with SITEL India Pvt. Ltd.
from January 2007 to July 2007
2004-05
2005-06
2007
2010-15

3. Page | 3 Pallavi Konujula
Roles and Responsibilities (SITEL - Customer Support Executive, Tech Support)
 Provide qualitative services to customers on their
technical problems
 Deliver service and support to end-users using and
operating automated call distribution phone
software, via remote connection or over the Internet
 Interact with customers to provide and process
information in response to inquiries, concerns, and
requests about products and services
 Gather customer's information and determine the
issue by evaluating and analysing the indicators
 Diagnose and resolve technical software issues
involving internet connectivity, email clients, VOIP
 and more
 Research required information using available
resources and follow standard processes and
procedures
 Accurately process and record call transactions
using a computer and designated tracking
software
 Troubleshoot and resolve simple or complex
issues; Offer alternative solutions where
appropriate with the objective of retaining
customers' and clients' business
 Organise ideas and communicate oral messages
appropriate to listeners and situations
 Follow up and make scheduled call backs to
customers where necessary
 Stay current with system information, changes
and updates
 Identify and escalate priority issues per Client
specifications and redirect calls to appropriate
queues
 Participate in cross-functional team meetings
 Provide query support to team members
Roles and Responsibilities (Sollertior Solutions - Sr. Customer Service Representative)
 Listen and respond to customers' needs and
concerns
 Provide information about products and services
 Take orders, determine charges, and oversee billing
or payments
 Review or make changes to customer accounts
 Handle returns or complaints
 Record details of customer contacts and actions
taken
 Research answers or solutions as needed
 Effectively manage large amounts of incoming calls
 Generate sales leads
 Identify and assess customers' needs to achieve
satisfaction
 Keep records of customer interactions, process
customer accounts and file documents; complete
call logs and reports
 Research billing issues and misapplied payments
using available resources
 Build sustainable relationships of trust through
open and interactive communication
 Provide accurate, valid and complete information
by using the right methods/tools
 Meet personal/team sales targets and call
handling quotas
 Handle escalations, provide appropriate solutions
and alternatives within the time limits and follow
up to ensure resolution
 Follow communication procedures, guidelines
and policies
 Sell product and place customer orders in
computer system
 Recognise, document and alert the supervisor of
trends in customer calls
 Recommend process improvements
 Handle customer inquiries both telephonic and
email

4. Page | 4 Pallavi Konujula
Roles and Responsibilities (ICICI Bank - Durga Marketing)
Front Office Executive Office Coordinator
 Greet customers with warm welcome when they
enter the office
 Handle customer requests promptly; answer calls
and respond to emails
 Keep a record of customers visiting the office;
maintain records of their queries/feedback
 Call customers and confirm appointments
 Maintain the attendance and courier register
 Manage incoming and outgoing couriers
 Take care of the day to day admin activities; draft
letters, office memos and maintain filing system
 Manage attendance & leave application.
 Maintain proper checklist related to housekeeping
activities to ensure upkeep of facility
 Stock pantry and ensure food and beverages are
served to the associates and customers with
hygiene and care
 Attend meetings and trainings as requested
 Provide secretarial support (travel and calendar
management) to the Managing Director
 Organise, schedule, manage sales and office
meetings; send agenda and minutes
 Coordinate with sales team for potential sales
 Handle petty cash and maintain petty cash book;
submit and reconcile expense reports
 Procurement and Inventory management -
manage day to day office supplies, prepare
purchase orders, get approvals and place orders;
maintain inventory of stationary etc.
 Provide product and service information (home
and car loans) to customers; assess loan eligibility
 Fill loan application docket and arrange legal &
technical inspections
 Coordinate and respond to head office's loan
application queries and follow up for faster
processing
 Generate and maintain monthly sales reports and
records of approved and rejected loan
applications.
Achievements Rewards & Recognitions
 Stood FIRST in Graduation Class of 2003-2004
 Scored Overall 8 on 9 in IELTS (Listening - 9/9;
Reading - 7.5/9; Writing - 7/9; Speaking - 7.5/9)
 Devised a highly elaborate New Hire Training Plan
which was approved by Management and
implemented successfully in US and India
 Regular participant in year round Community
Involvement activities at Deloitte
 1 OUTSTANDING Award — For consistently
delivering exceptional service
 4 APPLAUSE awards
 2 SPOT awards
 Service Excellence (Service Promises) awards
Strengths
Certifications — Harvard Business
School Publishing
 Positive attitude
 Hard working nature
 Excellent communication skills
 Listening skills
 Ability to work under pressure
 Adaptability to the work environment
 Management Essentials
 Leadership Essentials
References
Available on request