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
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