Priya Viswasa
Quality Analyst
Bengaluru,KA
Summary
Having 8 years of experience in Customer Management Domain with well versed in managing and acting as an escalation gate to resolve critical issues of the team members. Skilled in identifying opportunities for Automation in the existing process leading to Cost Saving and Time.
Overview
8
8
years of professional experience
3
3
years of post-secondary education
Work History
Quality Analyst (Consultant)
Milaap
Bangalore, Karnataka
11.2021 - 08.2022
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Prepared variety of different written communications, reports and documents.
- Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting.
- Worked within applicable standards, policies and regulatory guidelines to promote safe working environment.
- Completed paperwork, recognizing discrepancies and promptly addressing for resolution.
Process Specialist ( Global Immigration )
Infosys
Bangalore, Karnataka
10.2019 - 05.2020
- Identified and resolved process issues to drive optimal workflow and business growth.
- Developed production techniques and production processes to meet customer and organizational needs.
- Offered data-driven recommendations to align company strategies and process improvement initiatives.
- Created plans and communicated deadlines to complete projects on time.
- Onboarded new temps by entering employee information into systems.
- Completed paperwork, recognizing discrepancies and promptly addressing for resolution.
- Learned new skills and applied to daily tasks to improve efficiency and productivity.
Sr. Process Associate
Infosys
Bangalore, Karnataka
06.2017 - 11.2019
- Met month-end reporting objectives and deadlines.
- Supervised team of process associates to enhance accountability, develop professional skills and improve efficiency.
- Participated in special projects to increase productivity and make meaningful impact on company and mission.
- Assessed products or services to evaluate conformance with quality standards.
- Conducted training and applied change management to achieve desired outcomes.
- Handled 80-95 calls per day depending on the call flow.
- Worked as a escalation gate to resolve the customer's complaints and assigning it to the right que for better resolutions.
Senior Operation Executive
Great India Group
Jamshedpur, Jharkhand
05.2008 - 08.2010
- Spearheaded cross-functional initiatives across departments to achieve business goals for bottom-line profits.
- Resolved issues and recommended actions based on production and compliance reports.
- Identified issues with production, workforce and material sourcing and implemented successful solutions.
- Mitigated regulatory risks by overseeing adherence to insurance and safety regulations.
HR Executive
NEXT consultancy
Visakhapatnam, Andhra Pradesh
09.2007 - 05.2008
- Developed and executed HR policies and programs, workforce and job development, recruitment and hiring, compensation and benefits and employee and labor relations to build staff-focused human resources office culture.
- Coordinated work activities for HR managers, specialists and recruiting agents.
- Performed administrative and customer service functions by responding to general employee inquiries, addressing employee relations issues and scheduling meetings.
- Educated employees on company policy and kept employee handbook current.
- Directed job fairs to bring in local talent for long term and seasonal positions.
- Directed hiring and onboarding programs for new employees.
Customer Service Representative
GE
Hyderabad, Telangana
08.2005 - 02.2006
- Managing customer operations and ensuring customer satisfaction by achieving the delivery&servicequality norms
- Attending requests/complaints of the customers and resolving the same
- Ensuring continuous interaction with the customer to make sure that area of concern can be worked upon for improved service levels.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Processed customer adjustments to maintain financial accounts.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
Education
Bachelor of Arts - Economics
Satya Sai Institute of Higher Management
Anantapur 06.2000 - 06.2003
Skills
Decision-Making
Planning and Coordination
Interpersonal Communication
Candidate Sourcing
Team Building
Quality control oversight
Quality Control Management
Timeline
Quality Analyst (Consultant)
Milaap
11.2021 - 08.2022
Process Specialist ( Global Immigration )
Infosys
10.2019 - 05.2020
Sr. Process Associate
Infosys
06.2017 - 11.2019
Senior Operation Executive
Great India Group
05.2008 - 08.2010
HR Executive
NEXT consultancy
09.2007 - 05.2008
Customer Service Representative
GE
08.2005 - 02.2006
Bachelor of Arts - Economics
Satya Sai Institute of Higher Management
06.2000 - 06.2003