Bharathi R

• Recognized and transitioned to a Direct Employee role based on consistent high performance and operational excellence.
• Managed multiple cross-functional projects across sites, including Call-Out Process Optimization, PO Expediting, Inspection Database Management, Application Migration Gap Analysis, and Equipment Master Data Analysis.
• Led end-to-end project coordination, ensuring timely execution, stakeholder alignment, and process efficiency.
• Prepared and presented Monthly Statistics, Escalation Reports, and Call-Out Reports for leadership review.
• Developed executive-level presentations for Monthly and Quarterly business reviews.
• Facilitated cross-site meetings, driving collaboration and ensuring alignment across teams and stakeholders.
• Monitored KPIs and SLAs to track performance and drive continuous improvement initiatives.
• Acted as a key liaison between operations, technical teams, and management to ensure seamless communication and project delivery.
• Established strong relationships with key stakeholders, facilitating effective communication across departments and teams.
• Enhanced team productivity by streamlining communication and implementing efficient project management tools.

• Handling inbound and outbound calls and assigning craft personnel to fix technical issues in the chemical plant.
• Coordinating with other sites to provide day-to-day updates.
• Preparing monthly shift schedules and managing backup resources.
• Handling escalations and revoke requests.
• Increased customer satisfaction by resolving complex issues and providing exceptional service at all times.
• Developed and implemented strategies to increase customer satisfaction and engagement.

Quality Analyst – IT Support Team

• Conducted quality audits of support interactions and improved service quality through structured feedback.
• Led call calibration sessions with clients and internal teams to align with quality standards.
• Developed and implemented SOPs and quality frameworks to enhance operational efficiency.
• Performed root cause analysis (RCA) using data insights and implemented corrective actions.
• Provided coaching and mentoring to improve agent performance and productivity.
• Managed quality monitoring, reporting, and continuous improvement initiatives.
• Contributed to training material enhancements to align with quality and business goals.

Career Progression: IT Support Specialist → Quality Analyst (IT Support Team)

• Promoted from IT Support Specialist to Quality Analyst based on consistent performance, technical expertise, and customer satisfaction outcomes.

IT Support Specialist

• Handled pre-sales technical queries related to software installation, system compatibility, and troubleshooting.
• Diagnosed and resolved hardware, software, and network-related issues for desktops and laptops.
• Configured and troubleshot networking devices, CCTV systems, IP cameras, and gaming peripherals.
• Managed email client setup and troubleshooting using IMAP, POP, and SMTP protocols.
• Delivered high-quality customer support, ensuring strong CSAT and contributing to business growth.

• Designed and executed customer retention strategies, reducing churn rate.
• Conducted performance reviews and coaching sessions to improve team output.
• Collaborated with leadership for business strategy planning and execution.
• Increased sales revenue by developing and implementing effective sales strategies.
• Built long-lasting client relationships through excellent customer service and consistent followups.
• Led a successful sales team by providing motivational coaching and performance-based incentives.

• Managed inbound/outbound technical support using remote tools, ensuring timely issue resolution.
• Performed software installation, configuration, and root cause analysis of system issues.
• Handled warranty and non-warranty cases while maintaining high customer satisfaction.
• Resolved technical issues and service outages, minimizing downtime and ensuring continuity.
• Collaborated with cross-functional teams to improve issue resolution and processes.