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.
Bengaluru
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
Bengaluru
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
Bengaluru
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
RCA-Root Cause Analysis
Ticket Audit
Business Presentation(MBR,WBR)
Quality focused
Remote Access Troubleshooting
Customer management
Coaching and Feedback
Calibration to find insights towards product development
Salesforce tool experience
Technical and Customer support
SOP based knowledge distribution
Improved efficiency and productivity
Knowledge on Google tools and features
Identification of areas for process improvement
Compliance with regulations and standards
CRM work flow
Good knowledge on MS Office tools
Accomplished with mobile devices
Business/service management based on LOB
Diverse PC knowledge
Knowledge on solving technical or analytical issues
Problem Solving
Team player
Hardworking and quick learner
Commitment towards work
Sincerity and Self-Confidence
Desire to expand skills
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 -