Pramod Gundavarupu
Hyderabad
Summary
Customer Support Specialist with 5 years of experience in the BPO industry, skilled at delivering empathetic, timely, and effective solutions. Strong communicator with expertise in handling high-volume inquiries, resolving complex issues, and maintaining customer satisfaction while meeting SLAs and performance targets.
Overview
6
6
years of professional experience
11
11
years of post-secondary education
3
3
Languages
Work History
Sr. Quality Analyst
IntouchCX
10.2022 - Current
- Led quality assurance for a Share Market, NYSE based Transfer Agency, monitoring calls, conducting audits, and providing strategic feedback to enhance agent performance and compliance.
- Conducted weekly calibration sessions with Team Members & Team Leaders, fostering scoring consistency and disseminating best practices across teams.
- Managed bi-weekly client calibration sessions, reviewing audit sheets and aligning on quality standards to meet client expectations.
- Facilitated weekly Business Reviews (WBRs) within Operations & Quality forums, presenting data-driven insights and actionable recommendations to improve sales conversions and operational efficiency.
- Generated comprehensive reports based on audits, offering data-backed suggestions and job-aids for continuous process improvement.
- Directed quality for an E-commerce athletic clothing brand, overseeing agent audits, delivering constructive feedback, and leading calibration sessions with team leads to maintain service excellence.
- Spearheaded the quality framework for a new Sales program from inception, developing and implementing 5 distinct quality rubrics to guide agent performance and drive sales objectives.
- Monitored calls for a client managing Home security products across Tier 1, 2, and 3 support levels, ensuring adherence to quality protocols.
Quality Analyst
Sykes Business Services
01.2020 - 01.2022
- Handling and resolving customer issues/queries for a client
- Managing Debt Collections
- Initiate strategies for collection processes and procedures
- Handle confidential information and documents with discretion and maintain their proper organization
- Negotiate payment plans and Persuade customers diligently to pay the due amount
- Advise customers on alternative payment plans
- Create repayment schedules based on customers' financial situations
Education
Diploma - Animation & VFX
Wiztoons Academy of Media and Design
01.2016 - 01.2018
High School Diploma -
Chandra's Concept School
Hyderabad, India 04.2001 - 01.2010
Skills
Strong organizational skills
Time management skills
Exceptional communication skills
Ability to work independently
Ability to work as part of a team
Ability to handle multiple tasks simultaneously
Experience in managing budgets
Timeline
Sr. Quality Analyst
IntouchCX
10.2022 - Current
Quality Analyst
Sykes Business Services
01.2020 - 01.2022
Diploma - Animation & VFX
Wiztoons Academy of Media and Design
01.2016 - 01.2018
High School Diploma -
Chandra's Concept School
04.2001 - 01.2010