Hemalatha Kapparada
Visakhapatnam
Summary
Dedicated individual aspiring to contribute to reputable organizations through hard work and honesty, fostering both organizational success and personal career advancement.
Overview
5
5
years of professional experience
Work History
Quality Analyst
Teleperformance
Chennai
03.2024 - 01.2025
- Evaluated calls to deliver constructive feedback, enhancing team performance.
- Prepared weekly and monthly hygiene reports for management review.
- Conducted monthly BQ sessions to foster team development.
- Performed dip checks on new process updates and alerts.
- Conducted quality assessments on customer interactions and service delivery processes.
- Collaborated with team members to identify areas for process improvement.
- Utilized quality monitoring tools to evaluate performance and compliance standards. Utilized seven quality control tools to enhance analytical capabilities.
Conducted root cause analysis to identify and resolve operational issues. - Preparing TNI and WBR documents.
Customer support /Senior Quality Analyst
Tech mahendra
Visakhapatnam
05.2021 - 03.2024
- Assisted customers with technical issues via phone and email support.
- Resolved customer inquiries efficiently while maintaining service quality standards.
- Documented customer interactions for future reference and process improvement.
- Collaborated with cross-functional teams to enhance overall customer experience.
- Resolved customer issues in a timely manner.
- Answered customer inquiries via phone, email, and chat.
- Assisted customers with product installation and setup.
- Participated in regular meetings with other departments.
- Resolved customer complaints professionally and efficiently
- Analyzed calls to identify trends and improve support processes
- Activity was initiated to ensure that agents take good calls.
- Conducted briefings to ensure agents adhere to best practices.
Customer support
Tech mahendra
Visakhapatnam
08.2019 - 02.2020
- Escalated complex issues to senior staff for further assistance.
- Contacted customers about potential service upgrades, new services and account changes.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Collaborated with other departments to ensure timely resolution of customer requests.
Education
Bachelor's of Commerce - B.com
B.v.k College
Visakhapatnam 07-2017
Skills
- Data analysis and problem solving
- Team collaboration and building
- Root cause analysis
- Process improvement
- Quality control tools application
- Training development
Languages
Telugu
First Language
English, Hindi,
Advanced (C1)
C1
Tamil
Upper Intermediate (B2)
B2
Data skills
- Data analysis
- Ms.Excel
- Ms.word
- Data presentation to clients
Timeline
Quality Analyst
Teleperformance
03.2024 - 01.2025
Customer support /Senior Quality Analyst
Tech mahendra
05.2021 - 03.2024
Customer support
Tech mahendra
08.2019 - 02.2020
Bachelor's of Commerce - B.com
B.v.k College
Similar Profiles
MACKLYNE IMARYMACKLYNE IMARY
Customer Support Expert at TeleperformanceCustomer Support Expert at Teleperformance
Dominick De Jesus Urzola CachanDominick De Jesus Urzola Cachan
Customer Service Representative at TeleperformanceCustomer Service Representative at Teleperformance
Noluthando Palesa GxowaNoluthando Palesa Gxowa
Customer Service Executive at TeleperformanceCustomer Service Executive at Teleperformance
Shankorien DavisShankorien Davis
Customer Service Representative at TeleperformanceCustomer Service Representative at Teleperformance
SURESH KUMAR MADDILASURESH KUMAR MADDILA
Assurance Associate- US (AWM &CIPS) at PWC (AC-India)Assurance Associate- US (AWM &CIPS) at PWC (AC-India)