Harshavardhan Pathri
Hyderabad
Summary
Talented professional with expertise in Trainer role. Dynamic public speaker known for meeting demanding training schedules and exceeding management expectations. Considered valuable asset to any team.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Process Trainer
Sykes Business Services of India Private Limited
Hyderabad
05.2020 - 03.2023
- Trained more than 800 new hires, achieving a 100% pass percentage, and a 95% throughput rate, ensuring all trainees met the performance standards.
- Developed and delivered comprehensive training programs using Articulate 360 and Google Slides, focusing on both technical and non-technical skills, to ensure proficiency in customer support roles.
- Conducted Training Needs Analysis (TNA) and Customer Support Needs Identification (CSNI) to assess the skill gaps and optimize the training process for new hires.
- Collaborated with the MIS team to gather relevant KPIs, including call handling time, FCR, and CSAT scores. I analyzed this data using Microsoft Excel to identify performance trends and pinpoint areas for improvement.
- Based on insights from the analysis, I refined the training content to address skill gaps, which contributed to improved team performance.
- Enhanced training initiatives with the introduction of interactive elements resulting in increased engagement.
- Continuously evaluated training effectiveness through performance tracking in Microsoft Excel, Google Sheets, adjusting content based on feedback and results to ensure maximum impact.
Customer Support Associate
Amazon Development Center India Private Limited
Hyderabad
09.2017 - 10.2018
- Efficiently managed high call volumes, handling 50 to 60 customer inquiries daily, with a Customer Satisfaction (CSAT) score exceeding 90%.
- Proactively liaised with UK courier services to track package statuses, and provided timely updates to customers, ensuring seamless issue resolution.
- Cross-trained to support Amazon Digital Services during peak holiday seasons, demonstrating adaptability, and contributing to smooth operations during high-demand periods.
- Providing excellent customer service, resolving technical problems pertaining to Amazon Digital Services, staying current on product features, and keeping meticulous records of customer interactions.
- Providing excellent customer service, resolving technical problems pertaining to Amazon Digital Services, staying current on product features, and keeping meticulous records of customer interactions.
- Working with internal teams to identify process improvements and improve the customer support experience at Amazon Digital Services.
- Maintained and achieved the CSAT and AHT throughout by following a customer-centric approach.
Customer Support Executive
[24]7 ai
Hyderabad
08.2016 - 08.2017
- Managed 40 to 50 customer calls daily in a high-pressure environment, consistently delivering excellent support, and maintaining performance metrics.
- Promoted to Level 2 Customer Support within six months, specializing in resolving complex inquiries beyond the scope of basic support.
- Achieved a CSAT score above 95% and maintained an Average Handling Time (AHT) under 5 minutes, ensuring top-notch quality without compromise.
Education
Bachelor in Business Administration -
Manipal University
Jaipur12-2024
Skills
- Power BI
- SQL (Microsoft SQL Server)
- Python
- Microsoft Excel
- Lucidchart
- Exploratory Data Analysis
- Six Sigma
- Customer Relationship Management (CRM)
- Multi-channel support
- Training Delivery
- Subject matter expertise
- Process Documentation
- Knowledge Base Management
- Process Improvement
- Technology Proficiency
- Critical Thinking
- Attention to Detail
- Time Management
- Technical Troubleshooting
Languages
Telugu
First Language
English
Proficient (C2)
C2
Hindi
Advanced (C1)
C1
Timeline
Process Trainer
Sykes Business Services of India Private Limited
05.2020 - 03.2023
Customer Support Associate
Amazon Development Center India Private Limited
09.2017 - 10.2018
Customer Support Executive
[24]7 ai
08.2016 - 08.2017
Bachelor in Business Administration -
Manipal University
Certification
- Programming for Everybody (Getting Started with Python) - University of Michigan (Coursera)
- Exploratory Data Analysis - Coursera
- Querying data with Microsoft Transact SQL - Intellipaat
- Developing dynamic Reports with Microsoft Power BI - Intellipaat
- Six Sigma White Belt - Sykes Business Services
- Excel Skills for Business Specialization - Macquarie University (Coursera)
Accomplishments
- Reach to the Stars - Sykes (2021)
- Reach to the Stars - Sykes (2022)
- Star Performer - Amazon ( 2017)
References
References available upon request.
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