Pravalika Thatipathri

Process Optimization & Compliance: Conduct Weekly quality audits and compliance checks identifying discrepancies and implementing corrective actions tat improve process compliance by 20%.

Root cause analysis (RCA): Led RCA initiatives to quality failures, reducing repeated errors by 30%and ensuring adherence to standard operating procedures (SOPs)

Customer experience enhancement: Convert 70% of DSAT (Dissatisfaction customer) cases into CSAT (Customer Satisfaction) scores by implementing proactive feedback loops and follow- up.

Training & Performance Improvement: conducted OJT, KT and process knowledge tests (PKT) and improving new hire readiness and reducing ramp-up time by 40%

Stakeholders Engagement - Acted as a liaison between operations and management, ensuring alignment on quality benchmarks and service improvements.

Reporting & Analysis Tools

· Microsoft Excel (VLOOKUP, pivot tables, conditional formatting)

· Google Sheets

· QA-Specific Tools / Custom Portals

· Internal QA dashboards or scorecards (often in Excel or web-based tools)

· QA scorecard software(client-customized or in-house)

- visual Formats – Ad Reviewing

- Image Quality Testing

- RCA on Image Disapprovals

- Receiving calls and managing chats/emails of clients when required. - Collecting and Organizing required data from customers. - Documenting and Maintaining data in the sheets of MS Excel. - Analysing the data and Reporting to communicate findings. - Provided floor support in the absence of team lead per business requirement.

- Trained new hires for a smooth transition of work.

- Met Metrics and stood as Early Unicorn.

- Assigned as YODA for an entire quarter.

Customer-focused and goal-driven BPO professional with 2+ years of experience in handling voice and chat support for U.S.-based clients. Started as a Process Executive in 2019, managing customer interactions related to restaurant reservations and service inquiries, Skilled in managing high volumes of chats and calls, delivering excellent customer experience, and resolving issues efficiently.

• Supervised daily customer service operations for restaurant booking services (voice and chat).
• Handled escalated customer issues and provided resolution with high customer satisfaction.
• Assisted in training new team members and guiding them on chat/call handling best practices.
• Consistently met or exceeded KPIs: CSAT, AHT, and First Contact Resolution (FCR).
• Handled 50–70 inbound chats and calls daily for U.S. restaurant reservation services.
• Resolved booking, cancellation, and service-related issues with empathy and efficiency.
• Maintained high quality in chat/call interactions with accurate documentation and courteous tone.
• Earned recognition for quick adaptation to process changes and customer handling quality.

✅ Key Skills

• Voice & Chat Support (U.S. Clients)
• Restaurant Reservation Support (Inbound)
• Customer Experience (CX)
• Escalation Management
• Call & Chat Handling Tools (CRM/Chat Platforms)
• Soft Skills: Empathy, Patience, Communication
• Quality Metrics: CSAT, AHT, FCR