Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Bhagya S

H No-29-1442/3/1,Neredmet,vinobhanagar,ECIL,Hyderabad

Summary

I bring a diverse set of skills, background, and experience that can add significant value to any organization. With a background in marketing and communications, I have a strong understanding of branding, messaging, and content creation. My experience in project management has equipped me with the ability to effectively prioritize tasks, meet deadlines, and collaborate with cross-functional teams. Additionally, my analytical skills allow me to interpret data and make informed decisions to drive business growth. Overall, I bring a combination of creativity, strategic thinking, and execution capabilities that can help drive results and achieve organizational goals.

Overview

3
3
years of professional experience

Work History

Ǫuality Analyst

Connect Company
Hyderabad
08.2021 - 04.2023
  • Championed Ǫuality Assurance incaves by conduct thoroughTelangana audits of agent interact Ons, delivering construct via feedback to elevate service quality
  • Advanced con nous improvement by leading target refresher sessions and quality enhancement workshops
  • Boosted business performance by nurturing strong customer Relationships and priori zing client so sack on
  • Maintained positive client engagement, securing sustained partnerships and fostering customer loyalty
  • Improved agent performance through me callous chat and call audits, coupled with precise, ac ownable feedback
  • Led QA audits & boosted service quality

Subject Mater Expert

Connect Company
Hyderabad
01.2021 - 08.2021
  • Championed Cung-edge BPO training programs, driving service excellence across the board
  • Caried and implemented Innovate opera Onal strategies, boosting client safe on and performance metrics
  • Achieved marked improvements in client safe on by focusing on strategic service enhancements
  • Led dynamic BPO training inhives, fostering elite team performance and managing 15- 20 agents to meet key performance indicators (KPIs)

Customer Support Executive

Connect Company
Hyderabad
08.2020 - 12.2020
  • Expertly managed mule -channel customer interact On, ensuring prompt and effective communicant via chat and phone support
  • Consistently met and exceeded service goals by diligently maintaining key performance indicators (KPIs)
  • Achieved and upheld superior Customer Sa sack on (CSAT)and Ǫuality Assurance (ǪA) standards
  • Significantly boosted opera Oral efficiency by spearheading the integra on of a Customer Relationship Management (CRM) system
  • Demonstrated a consistent track record of achieving key KPIs
  • Maintained high levels of customer satisfaction, along with strong interpersonal(IQ) and emo oral intelligence (EQ)

Sr,quality Analyst

Reliance General Insurance
Hyderabad
05.2023
  • Monitor and evaluate randomly selected calls to assess associates' standards evaluations on calls
  • Supplement monitor allocation & focusing on individual support and coaching for low performing agents.& product knowledge and call productivity
  • Complete analysis of results to identify root causes or trends that will lead to efficiency and quality gains in the center
  • Efficiently responds to problems and identifies opportunities to improve policies & Offers new ideas to the team
  • Produce reports based on audit Analysis

Education

Master Of Science - Statistics

Sai Sudhir Degree & Pg College
Hyderabad, Telanagana
08.2022

Bachelor Of Science - Statistics

Sai Sudhir Degree & Pg College
Hyderabad, Telanagana
08.2019

Intermediate - Secondary Education

Narayana Junior College
Hyderabad, Telangana
05.2016

Secondary School Certificate - 10TH

Little Pearls High School
Hyderabad, Telangana
05.2014

Skills

  • Computer Skills
  • C-Language
  • C
  • JAVA

Languages

English
First Language
Telugu
Proficient (C2)
C2
Hindi
Proficient (C2)
C2

Timeline

Sr,quality Analyst

Reliance General Insurance
05.2023

Ǫuality Analyst

Connect Company
08.2021 - 04.2023

Subject Mater Expert

Connect Company
01.2021 - 08.2021

Customer Support Executive

Connect Company
08.2020 - 12.2020

Master Of Science - Statistics

Sai Sudhir Degree & Pg College

Bachelor Of Science - Statistics

Sai Sudhir Degree & Pg College

Intermediate - Secondary Education

Narayana Junior College

Secondary School Certificate - 10TH

Little Pearls High School
Bhagya S