Arjun Devda
Hyderabad
Summary
Proven leader in enhancing customer experiences at Amazon Development Center, adept in analytical thinking and problem-solving, significantly improved service delivery by identifying and rectifying process gaps. Excelled in stakeholder management, mentoring teams to exceed customer retention goals. Achieved a notable 3% improvement in product reliability at Wipro Ltd through rigorous quality analysis.
Overview
9
9
years of professional experience
Work History
Shipping & Delivery Support
Amazon Development center Pvt Ltd.
Hyderabad
06.2024 - 02.2025
- Handled customer service complaints with utmost professionalism and knowledgeable responses to maintain trust and company loyalty.
- Monitored trends in incoming customer requests to identify potential problems or opportunities for improvement.
- Provided input during sessions aimed at refining service delivery approaches.
- Assessed operational procedures, highlighting opportunities for process optimization.
- Maintained up-to-date knowledge of company products, services, policies, and procedures.
- Responded to customer emails and phone calls promptly, courteously, and professionally.
- Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.
- Documented customer correspondence in CRM to track requests, problems, and solutions.
- Analyzed data from multiple sources to detect any suspicious trends or anomalies indicating potential fraudulent activities.
- Responded promptly to customer inquiries about suspected cases of fraud or other issues related to their accounts.
- Documented all investigative activities, evidence gathered, conclusions reached, and actions taken during a case investigation.
- Investigated suspicious transactions, identified potential fraud patterns, and reported findings to the management team.
- Collaborated with cross-functional teams to enhance fraud detection methodologies and improve operational efficiency.
Quality Analyst
Wipro Ltd
Hyderabad
04.2018 - 02.2024
- Collaborated with cross-functional teams to identify and resolve quality issues, resulting in a 3% improvement in product reliability
- Developed processes to track and report on quality metrics, allowing for quick and informed decision-making by management
- Developed and maintained quality metrics for tracking and measuring product performance
- Identified process gaps, determined solutions, and implemented updates to drive efficiency improvements
- Mentored over 15 newly joined associates in the past 1.5 years and regularly provided updates to the team on policy changes through stand-up meetings
- Consistently achieving more than 95% of review quality against the goal of 100% from the past 8 months
- Responsible for analyzing and reviewing user profiles, videos, and text-based content and/or investigating, escalating and/or resolving issues that are reported by users or flagged by the system
- Identified all content currently live on the website
- Moderated content by viewing contents related to adult, sexual, abusive, hate, derogatory, illegal acts, violence, etc., and took appropriate actions based on the defined policies
Customer Service Executive
ICICI BANK LTD
Hyderabad
12.2015 - 03.2018
- Maintained a high level of product knowledge to help customers identify the right products for their needs
- Handled customer inquiries via phone, email, and chat, resulting in a 3% decrease in wait times
- Analyzed customer feedback data to identify trends and areas for improvement in customer service
- Trained and mentored new customer service representatives, resulting in a 5% increase in customer service productivity
- Identified opportunities for process improvement within the customer service department
- Collaborated with other departments to ensure customer satisfaction
- Developed strong relationships with customers by providing knowledgeable advice on products and services
- Tracked customer complaints and followed up to ensure resolution was achieved
- Trained and motivated team members to strengthen customer service strategies and boost satisfaction levels
- Maintained accurate records of customer interactions, transactions and comments in the database system
Education
Bachelor of Science - Civil Engineering
Jagruti Institute Of Engineering And Technology
Ibrahimpatnam02.2024
SIX SIGMA YELLOW BELT -
Sparen & Gewinn Consulting
02.2024
Skills
- Analytical Decision Making
- Time management
- Adaptability
- Ability to work under pressure
- Leadership
- Customer retention
- Analytical thinking
- Root Cause Analysis
- Communications
- Customer service
- Problem-solving capacity
- Stakeholder Management
- Management
Languages
- English
- Hindi
- Telugu
Personal Information
Title: Quality Analyst
Languages
Hindi
First Language
English
Upper Intermediate (B2)
B2
Timeline
Shipping & Delivery Support
Amazon Development center Pvt Ltd.
06.2024 - 02.2025
Quality Analyst
Wipro Ltd
04.2018 - 02.2024
Customer Service Executive
ICICI BANK LTD
12.2015 - 03.2018
Bachelor of Science - Civil Engineering
Jagruti Institute Of Engineering And Technology
SIX SIGMA YELLOW BELT -
Sparen & Gewinn Consulting
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