Deepthi Thadkapally
Hyderabad
Summary
Senior Quality Analyst with 8+ years in customer support and quality operations, specializing in AI/ML classification. Proficient in diagnosing and resolving SSL, SSH, and FTP/SFTP issues. Strong communication, analytical, and customer service skills. Adept at collaborating with cross-functional teams to ensure seamless service delivery and adherence to company standards.
Overview
9
9
years of professional experience
6
6
Certifications
Work History
Senior Quality Analyst
Cognizant Technology Solutions
01.2023 - Current
- Led quality and operational excellence initiatives that enhanced customer satisfaction.
- Performed audits, identified gaps, and collaborated with technical and operational teams to drive process improvements.
- Provided performance expectations, action plans, and development plans that elevated quality standards.
- Supported resolution of escalations and conducted detailed issue analysis to uphold compliance and optimize efficiency.
- Reviewed and labeled AI-generated content to ensure compliance with accuracy, safety, and QA benchmarks.
Process Associate
Genpact India
01.2019 - 01.2023
- Provided advanced customer and technical support for global clients, addressing DNS, Emails, Web hosting, SSL, SSH, FTP/SFTP, and networking concerns.
- Handled extensive troubleshooting to identify customer needs and deliver effective, solution-focused support, enhancing overall customer satisfaction.
- Delivered step-by-step troubleshooting, ensuring system stability and secure file transfers.
- Collaborated with developers and IT teams to resolve product issues, improving product reliability and user experience.
Information Retrieval Officer
Justdial
01.2017 - 01.2019
- Assisted users with information retrieval, converting inquiries into targeted sales opportunities that supported revenue growth.
- Managed customer inquiries, ensuring accurate data retrieval and verification to enhance user satisfaction.
- Executed daily operational tasks with precision and attention to detail.
- Proposed innovative ideas and solutions that improved team performance and outcomes.
- Collaborated with diverse coworkers to achieve goals and resolve issues related to products and services.
Education
Bachelor's Degree - Commerce
Haindavi Degree College
Hyderabad05-2018
Intermediate - Commerce
Hindu College For Girls
Hyderabad05-2014
Schooling -
DKR Memorial High School
Hyderabad05-2012
Skills
- Quality Assurance & Compliance
- Process improvement
- Incident management
- Technical troubleshooting
- Network Security
- Windows and Linux Environment Support
- AI Response Triage
- Analytical and Problem-Solving Skills
- Email support
- Customer Support & Escalation Management
- Communication and Collaboration
- Support-to-Sales Conversion
Certification
Web Hosting Level-3 Certified - GoDaddy.
Extracurricular Activities
Led college throwball team and won multiple inter-school awards. Participated and excelled in college cultural and dance competitions.
Personal Information
- Date of Birth: 08/04/96
- Nationality: Indian
Languages
English
Proficient (C2)
C2
Telugu
Native
Native
Hindi
Elementary (A2)
A2
Tamil
Beginner
A1
Malayalam
Beginner
A1
Affiliations
Pencil Sketching & Drawing
Disclaimer
I hereby declare that the above information is true to the best of my knowledge.
Timeline
Senior Quality Analyst
Cognizant Technology Solutions
01.2023 - Current
Process Associate
Genpact India
01.2019 - 01.2023
Information Retrieval Officer
Justdial
01.2017 - 01.2019
Bachelor's Degree - Commerce
Haindavi Degree College
Intermediate - Commerce
Hindu College For Girls
Schooling -
DKR Memorial High School