Divya Konakanchi
Hyderabad
Summary
Skilled Team Leader with experience in supervising, training, and motivating teams. Strengths include project management, conflict resolution, and effective communication skills. I have contributed to past roles by improving team performance and workflow efficiency. I significantly improved client engagement at INTOUCH CX.
Overview
10
10
years of professional experience
Work History
Team Leader QA
INTOUCH CX
Hyderabad
07.2020 - 12.2024
- Worked in excel sheets, creating spreadsheets, reports , data analysis and configuration
- Worked in power bi tool to export data with different range for client engagement
- Worked in google sheets to create monthly Business reviews decks, weekly review decks Dashboards
- Worked on google forms to create survey responses quality form to grade the calls for customer and employees on quality parameters for projects like L’Oréal, Ralph Lauren , Gariner , Duke Energy , Walmart , Instacart , Samsung
- Worked on COE Coaching modules to Train Team leaders and associates on the Project quality and appreciation terms and policies
Customer Relationship Officer
HGS LTD
BANGALORE
12.2014 - 01.2018
- Resolved customer complaints and inquiries promptly to maintain positive relationships.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Collaborated with other departments within the organization to ensure customer satisfaction.
- Participated actively in team meetings focused on improving overall customer experience.
Education
High School Diploma -
SSLC GNANABODHINI HIGH SCHOOL
BANGALORE01-2010
Skills
- Specialised in Microsoft excel
- Microsoft power bi
- Google sheets/Forms
- AWS tool knowledge
- Verint Tool
- Quality improvement
- Coaching and mentoring
- Strategic planning
- SOP adherence
- Key performance indicators
- People management
- Performance evaluations
- Task delegation
- Client communication
- Fraud Analysis
- Risk Audit Management
Accomplishments
- Bravo/ Champion associate - NOV 2023 (INTOUCH CX)
- Top Performer - QA COE Team Lead Qa 2024 (INTOUCH CX)
Timeline
Team Leader QA
INTOUCH CX
07.2020 - 12.2024
Customer Relationship Officer
HGS LTD
12.2014 - 01.2018
High School Diploma -
SSLC GNANABODHINI HIGH SCHOOL
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