Summary
Overview
Work History
Education
Skills
Personal Information
Certification
Accomplishments
Languages
Timeline
Generic

Keerthi Sayyapureddy

Bangalore

Summary

I have a total of 5.6 years of experience as a Quality Analyst, along with a background in support, specializing in analyzing and enhancing quality control processes. I am skilled in conducting audits, implementing quality management systems, and facilitating training programs. Recognized for my strong communication skills and empathy in customer interactions, I excel at resolving issues in high-pressure situations. My expertise in network troubleshooting and retail operations, combined with proficiency in various technical tools, has consistently enabled me to exceed client expectations.

Overview

6
6
years of professional experience
1
1
Certification

Work History

Quality Analyst

LTI Mindtree
12.2023 - Current
  • Company Overview: Client Name: Microsoft Azure (ASMS)
  • Conducting Root Cause Analysis (RCA) to address impacted customer experiences and providing individual execution feedback
  • Performing weekly compliance checks for weekend closures, delayed closures, duplicate closures, and 60-minute closure adherence, and delivering feedback to engineers
  • Completing PUC/PCMS audits and sending emails to technical leads and managers to highlight findings
  • Proactively engaging with managers and site leads to share consolidated feedback, identify top call drivers, discuss best practices, provide updates on processes and policies, address compliance issues, report malpractice, and highlight potential privacy incidents while offering constructive feedback
  • Facilitating refresher sessions on key call drivers and topics as mandated
  • Generating Power BI reports for customer surveys
  • Client Name: Microsoft Azure (ASMS)

Product Support Engineer

LTI Mindtree
06.2022 - 12.2023
  • Company Overview: Client Name: Microsoft Azure (ASMS)
  • Addressing and resolving customer complaints via phone and email
  • Sending copies of invoices and statements to customers to assist with the payment of outstanding balances
  • Monitoring accounts receivable reports to identify late, delinquent, or missing invoices and payments
  • Investigating customer billing issues to provide receipts for overdue payments and foster positive customer relationships
  • Handling billing and invoice-related inquiries for global customers
  • Reviewing customer financial transactions and reconciling discrepancies by providing detailed transaction information
  • Managing complex queries through calls and emails, checking the technical aspects related to the issues, and troubleshooting to find optimal solutions for customers
  • Collaborating with external departments to develop solutions and implement improvements
  • Identifying issues and executing appropriate solutions for prompt and effective resolution
  • Leveraging advanced technical expertise to enhance support processes and streamline customer service operations
  • Client Name: Microsoft Azure (ASMS)

e-Support Officer & Content Moderator

Knoah Solutions, 24-7 Intouch company
03.2021 - 06.2022
  • Company Overview: Client Name: Display
  • Tasked with content moderation on the social media app 'Display', addressing application-related troubleshooting and resolving issues through comprehensive image, video, and community moderation in accordance with client requirements on both iOS and Android platforms
  • Client Name: Display

CS Associate

Amazon Development Center
07.2020 - 01.2021
  • Accountable for addressing and resolving customer complaints electronically by following established guidelines, while also managing customer accounts and maintaining financial records
  • Offering customers exchanges, refunds, discounts, coupons, or other incentives related to their retail store account activities
  • Escalating unresolved issues and requests to the appropriate teams
  • Contributed to the maintenance and development of standards, procedures, and policies related to customer service

e-Support Officer

Knoah Solutions
09.2018 - 01.2020
  • Company Overview: Client: Google Nest
  • Tasked with resolving network and application-related troubleshooting issues for automated devices, as well as managing billing inquiries and queries
  • Experienced in handling multiple chat interactions, troubleshooting, and resolving issues while adhering to quality and performance standards
  • Addressing and resolving customer service issues and scheduling field service calls when required
  • Participating in training and other learning opportunities to enhance knowledge of the program and service delivery processes
  • Client: Google Nest

Education

B. Tech - Computer Science and Engineering

Aditya Engineering College
01.2018

Intermediate - M.P.C

Dr. B.R. Ambedkar Junior College
01.2014

SSC -

Prasanthi Nikethan M.V.V.S. Murty English Medium High School
01.2012

Skills

  • Windows
  • Microsoft Azure
  • Microsoft Excel
  • Co-Pilot
  • Fast learner
  • Dedicated worker
  • Strong commitment to tasks
  • Exceptional spoken and written English communication skills
  • Proficient in call management
  • Experienced in report generation
  • Adept at customer relations
  • Strong communication
  • Interpersonal skills
  • IT skills
  • Customer service abilities
  • Practical judgment
  • Proven troubleshooting skills
  • Effective in cross-team collaboration
  • Logical thinking
  • Critical thinking
  • Passionate about technology
  • Customer support
  • Certified typing speed of 38 words per minute, with 98% accuracy

Personal Information

  • Date of Birth: 07/13/97
  • Nationality: Indian
  • Marital Status: Married

Certification

  • Certification in the Azure Fundamentals course from SkillUp.
  • C# Fundamentals for Absolute Beginners course through Microsoft Virtual Academy.
  • Bing Ads Jump Start course from Microsoft Virtual Academy.
  • Windows 10 for IT Professionals from Microsoft Virtual Academy.
  • SCRUM Fundamentals-Accreditation Body for Scrum and Agile from SCRUMstudy.
  • JavaScript Fundamentals course from Microsoft Virtual Academy

Accomplishments

  • Internship with Leadership Foundation on Aditya Blood Connect.
  • Participated in a Game Development Workshop at IIT Madras.
  • Attended the CSI-AP Student Convention in 2017.
  • Engaged in the Smart Village Revolution as a Campus Ambassador.
  • Attended an IoT Workshop at GMR-IT, conducted in collaboration with IIT Bombay.
  • Participated in Smart India Hackathon 2017 under department of Biotechnology and ministry of road transport and Highways.

Languages

Telugu
First Language
Hindi
Intermediate (B1)
B1
English
Upper Intermediate (B2)
B2

Timeline

Quality Analyst

LTI Mindtree
12.2023 - Current

Product Support Engineer

LTI Mindtree
06.2022 - 12.2023

e-Support Officer & Content Moderator

Knoah Solutions, 24-7 Intouch company
03.2021 - 06.2022

CS Associate

Amazon Development Center
07.2020 - 01.2021

e-Support Officer

Knoah Solutions
09.2018 - 01.2020

B. Tech - Computer Science and Engineering

Aditya Engineering College

Intermediate - M.P.C

Dr. B.R. Ambedkar Junior College

SSC -

Prasanthi Nikethan M.V.V.S. Murty English Medium High School

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Keerthi Sayyapureddy