Pratyusha Erravada

Project : Trust & Safety- Content Moderation, Whatsapp Support; Whatsapp Client

Responsibilities:

• Operations Support: Providing support in day-to-day operational tasks, administrative duties, and ensuring that tasks are executed efficiently
• Team Management: Assisting the manager in supervising and guiding team members, delegating tasks, and ensuring smooth operations within the department or team.
• Decision Support: Providing input and insights to the manager in decision-making processes.
• Prepared detailed reports of daily activities for weekly and monthly reviews.

Project: Waymo - Google Client

Responsibilities:

• Preparing Roster, Shrinkage and Attrition calculation, Agent report etc. Motivating the team to achieve Team & Organizational goals.
• Achieve stretched targets and be able to take decisions and manage complex/ difficult conflict situations with either customers or employee
• Provide statistical and performance feedback and coaching on a regular basis to each team member. Write and administer performance reviews for skill improvement.

Project: Adwords, Vnext - Google Client

Roles: Senior Associate > Quality Analyst > Team Leader

Responsibilities:

• Monitored performance metrics on a regular basis and identified areas for improvement.
• Performed root cause analysis to identify problems within the organization's operations process.
• Ensured compliance with safety regulations in the workplace.
• Created, monitored and adjusted daily production schedules.
• Established key performance indicators for measuring operational success.

Project: Airtel Prepaid Cards, Bharati Airtel Client

Responsibilities:

• Provided prompt and courteous service to customers via phone, email, and chat.
• Resolved customer complaints in a timely manner while maintaining professional attitude.
• Developed strong relationships with customers by providing knowledgeable advice on products and services.