JESH KUMAR MERUGU
Hyderabad
Summary
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Real Time Analyst
ICICI Bank
07.2021 - Current
- Analyse and manage Call Volume in Real Time to ensure Service Levels are met on a daily, weekly, and monthly basis
- Analyse call volume patterns in Real Time to optimize work shifts, breaks, and lunches
- Collaborate with Supervisors and Managers to identify and track planned and unplanned absences, as well as attendance and behavioral issues
- Identify call volume trends and averages on a monthly and quarterly/seasonal basis
- Create daily/weekly/monthly reports and undertake intraday reporting & other MI operations
- Good working knowledge of Microsoft Excel
- Working with numbers, data analysis, and reporting.
Senior Telecalling Officer
HDB Financial Services, HDFC Bank
10.2019 - 02.2021
- Developed policies and procedures related to the granting of credit terms, collections processes, and bad debt write-offs
- Investigated customer complaints about billing errors or disputes regarding account balances
- Maintained accurate records of all customer accounts including contact information, payment histories, outstanding balances
- Prepared daily, weekly and monthly procurement reports for supervisor review.
Customer Service Executive
Hrh Next
08.2018 - 11.2018
- Assisted customers with product selection, ordering, billing, returns, exchanges, and technical support
- Tracked orders from start to finish to ensure timely delivery of goods or services.
Education
Bachelor of Technology - Computer Science
Joginpally B.R Engineering College
01.2018
INTEREDIMATE - MPC
SRI CHAITANYA JUNIOR KALASALA
01.2014
SSC - 10TH
vedic vidyalayam high school
01.2012
Skills
- Root Cause Analysis
- IEX Total View
- Verint Workforce Management
- Problem-Solving
- Attention to Detail
- Multitasking
Certification
- Certification of completion - ARTIFICIAL INTELLIGENCE
- Optimize Your Resume for Applicant Tracking Systems
- Analyzing and Visualizing Data with Microsoft Power BI
- Power BI for Beginners
- Business Intelligence using Power BI
Personal Information
Title: Real Time Analyst at ICICI Bank with expertise in Statistical Analysis
Timeline
Real Time Analyst
ICICI Bank
07.2021 - Current
Senior Telecalling Officer
HDB Financial Services, HDFC Bank
10.2019 - 02.2021
Customer Service Executive
Hrh Next
08.2018 - 11.2018
Bachelor of Technology - Computer Science
Joginpally B.R Engineering College
INTEREDIMATE - MPC
SRI CHAITANYA JUNIOR KALASALA
SSC - 10TH
vedic vidyalayam high school