Summary
Overview
Work History
Education
Skills
Certificationandachievements
Currentlocation
Locationpreference
Educationcredentials
Permanentaddress
Personal Information
Training
Timeline
Generic
Asutosh Padhy

Asutosh Padhy

Quality Analyst, Technical Process Specialist
Bengaluru

Summary

To work in a firm with a professional work driven environment where I can utilize and apply knowledge, skills and expertise which would enable myself as expert to grow while fulfilling organizational goals.

Overview

6
6
years of professional experience
3
3
Languages

Work History

Quality Analyst, Technical Process Specialist

Infosys BPM Ltd.
12.2021 - Current
  • Started as Technical Support specialist with Google(client), (GCP platform, Google Workspace Billing and Technical).
  • Handled support Cases directly from GCP and Google Workspace users, Resellers.
  • Email, Chat and Phone call. Salesforce Tool.
  • Currently progressed as Quality Analyst under Google Workspace Project.
  • Responsible for Quality Audit of support Cases handled by L1 and L2 agents. Technical and Billing Cases.
  • One-to-One feedback session for support agents based on their Quality score.
  • Root Cause Analysis, Providing insights for process development.
  • Preparing MBR and WBR(Monthly/Weekly Business Review).
  • Coaching and Training of newly elected QAs.
  • Monthly and Weekly Calibration between different sites and QAs from different sites.
  • Handling Special case scenario projects.

Senior Representative

Concentrix
09.2020 - 05.2021
  • Worked as Senior Representative in Customer Service (Retail sale) for WALMART, Canada(client).
  • Handled both L1 and L2 level support cases directly from customers of Walmart, Chat and Phone call.
  • Handled Billing and Sales category Cases.
  • Escalation Handling for Billing cases.
  • Providing Insights in order to increase customer satisfaction level to responsible leaders based on most cases handled under certain time period(weekly, monthly).

Customer Support Advisor

[24/7].ai
07.2018 - 07.2020
  • Worked as Customer support and Customer Retention Representative, under At&t(Billing) and SiriusXM, USA(client).
  • Responsible for handling billing related issues via support cases for AT&T customers. Chat, Email and Phone call.
  • CRM experience.
  • Weekly feedback sessions based on insights, between support agents.

Education

B.Tech - Computer Science And Engineering

Trident Academy Of Technology
Bhubaneswar
04.2001 -

Higher Secondary - Science Education

Aaryan Gurukul Residential College
Berhampur
04.2001 -

Skills

Proficient communication

Certificationandachievements

PGDCA, MS Office tool.

Currentlocation

Bangalore

Locationpreference

Bangalore, Pune, Hyderabad, Bhubaneswar

Educationcredentials

  • B. Tech, Trident Academy of Technology, Bhubaneswar, 2017, 6.66/10
  • 12th, Aaryan Gurukul Residential College, Berhampur, 2013, 56%
  • 10th, Barahi Vidya Pitha, 2011, 72%

Permanentaddress

S/O-Pramod Kumar Padhy, Janaki Manipur, PO- Kalabada, Via - Chikiti, Ganjam, 761010

Personal Information

Date of Birth: 05/16/96

Training

  • LEAN and SIX SIGMA Yellow Belt
  • Problem Solving and Decision Making.
  • Attended workshops and events on learning positive attitude and building self-confidence.
  • A number of extracurricular activity camps.

Timeline

Quality Analyst, Technical Process Specialist

Infosys BPM Ltd.
12.2021 - Current

Senior Representative

Concentrix
09.2020 - 05.2021

Customer Support Advisor

[24/7].ai
07.2018 - 07.2020

B.Tech - Computer Science And Engineering

Trident Academy Of Technology
04.2001 -

Higher Secondary - Science Education

Aaryan Gurukul Residential College
04.2001 -

Similar Profiles

CREATE PROFILE
Asutosh PadhyQuality Analyst, Technical Process Specialist