Prudhvi. Kowlury
Quality Analyst
Hyderabad,TS
Summary
Quality Analyst with demonstrated track record of improving operational performance by leveraging process protocol, technology and data analysis. Disciplined professional with systematic and innovative approach to complete the given task and go a step further. Excellent attention to detail and critical reasoning to successfully conduct Quality analysis.
Overview
3
3
Languages
15
15
years of post-secondary education
8
8
years of professional experience
Work History
Quality Analyst
Synchrony Financial
HYDERABAD, TELANGANA
05.2013 - 09.2019
- Compliance (Centralized Quality Monitoring Team).
- Monitored inbound and outbound calls made by [~60] employees to provide constructive feedback as per Compliance guidelines especially on US Laws and flag off an unusual activity identified.
- Participated in Quality sessions and customer experience calibrations sessions with stakeholders across sites and Providing feedback to management regarding associate results identified through monitoring process.
- Collected and analyzed activity data and initiated, developed, processes and procedures to increase the quality and productivity.
- Provided analytical, planning and coordination support on projects as assigned like long and short call analysis, reviewing, interpreting, analyzing, and illustrating data to stimulate and support enlightened decision making.
- Developed monthly, including analysis for leadership team for quality improvement program.
- Provided regular updates to team leadership on quality metrics, communicating consistency problems with quality and production leadership.
- Monitored inbound and outbound calls made by [~60] employees to provide constructive feedback.
- Compiled and distributed weekly feedback to team leaders and managers to improve service time and quality while increasing productivity.
- Performed root cause analysis for multiple issues with help of data and calls rectified them. This helped the operations team to improve productivity.
Technical Support Engineer
Selectsys India Pvt.Ltd
Hyderabad, Telangana
01.2012 - 12.2012
- Process: Jupiter support & U.S tech support.
- (Formerly known as Cyber defender NYSE: CYDE) Designation: Technical support Engineer Job responsibility:.
- As a TIER-2 technical support engineer, Solving the technical issues of the computers of customers over the phone and was responsible for handling escalated technical issues, handling escalated calls and chats.
- Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
- Removed malware, ransomware and other threats from laptops and desktop systems.
- Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
- Increased sales by educating prospects on benefits of products and services in comparison to competitors.
Technical support Executive
Wipro
05.2011 - 01.2012
- Solving the technical issues of the computers of customers over the phone.
- Meeting the daily and weekly data as per the targets sales, first call resolution, revenue per call, More than 60% CSAT’s and less than 13% DSAT’s, good quality scores.
- Worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately.
- Carried out day-day-day duties accurately and efficiently.
- Identified issues, analyzed information and provided solutions to problems.
- Resolved problems, improved operations and provided exceptional service.
Education
Bachelor of Commerce -
Osmania University
Hyderabad 06.2007 - 06.2010
Intermediate -
Guntur Vikas Junior College
Hyderabad 06.2005 - 06.2007
High School Diploma -
Dr.S Hussain Zaheer Memorial High Schol
Hyderabad 03.1995 - 03.2005
Skills
Software Package: Microsoft Office Suite and SharePoint, Google sheets
undefinedAccomplishments
- Operations Excellence Award.
- APEN: Be Bold — Be You Moana Employee Contest Runner Up.
- Synchrony Stars Awards:.
- Created a benchmark in PSCC with 101 CSAT’s with 100% and consistently been a top performer in all the metrics.
Timeline
Quality Analyst
Synchrony Financial
05.2013 - 09.2019
Technical Support Engineer
Selectsys India Pvt.Ltd
01.2012 - 12.2012
Technical support Executive
Wipro
05.2011 - 01.2012
Bachelor of Commerce -
Osmania University
06.2007 - 06.2010
Intermediate -
Guntur Vikas Junior College
06.2005 - 06.2007
High School Diploma -
Dr.S Hussain Zaheer Memorial High Schol
03.1995 - 03.2005
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