Summary
Overview
Work History
Skills
Timeline
Generic
Gayatri Devi

Gayatri Devi

Specialist Account Management and Delivery AI/ML - Recruitment
Hyderabad

Summary

Specialist with 10+ years of experience in customer service, technical support, process improvement, and recruitment. Proven in managing escalations, leading teams, training staff, and enhancing customer satisfaction through data-driven strategies. Strong at building client relationships and improving operations.

Currently pursuing digital marketing and seeking live projects or internships. Interested in:

  • Content Strategy & Creation
  • Platform Management
  • Paid Ads & Community Engagement
  • Analytics & Brand Building

Keen to learn:

  • Boost online/offline footfall
  • Drive inquiries & conversions
  • Build strong local brand presence
  • Establish trust with clients and customers

Overview

10
10
years of professional experience

Work History

Specialist Hiring Acc Management & Delivery AI/ML

Qualitest
Hyderabad
03.2025 - Current
  • Conducted in-depth candidate interviews, assessing skills and cultural fit to ensure alignment with organizational values and team dynamics.
  • Maintained up-to-date knowledge of employment laws and regulations, ensuring compliance throughout the recruitment process.
  • Conducted thorough candidate screenings through interviews and background checks, ensuring a high level of fit for each role.
  • Enhanced candidate pool quality by implementing targeted recruitment strategies and sourcing techniques.
  • Expanded company presence at industry events and conferences, networking with potential candidates and promoting employer brand in LinkedIn.
  • Hired more than1000 plus employees and initiated new hire paperwork process.
  • Developed comprehensive job descriptions that attracted qualified candidates, resulting in faster time-to-fill rates.

Escalation Specialist

Copart Pvt LTD
Hyderabad
06.2024 - 02.2025
  • Copart is a global online vehicle auction house that sells used, wholesale, and repairable vehicles
  • Led a team of 12, maintaining high-quality performance and optimal break schedules.
  • Managed payment delays effectively for diverse clients including North America: United States and Canada Europe: United Kingdom, Ireland, Germany, Spain, and Finland Middle East: United Arab Emirates, Oman, and Bahrain South America: Brazil auction markets.
  • Collaborated with management to review customer feedback and improve service delivery.
  • Offered expert advice and guidance to customers, enhancing their understanding and trust.
  • Analysed escalation patterns to identify root causes and implemented preventative strategies.
  • Established clear communication channels for customers to report issues, increasing accessibility.
  • Implemented customer satisfaction surveys post-resolution to gather insights and measure effectiveness.
  • Facilitated communication between customers and technical support teams to expedite resolution times.
  • Led initiatives to reduce escalation frequency through proactive customer engagement and feedback analysis.

Client Relationship Manager

Foodhub Software Solutions India Private Limited
Hyderabad
11.2022 - 02.2024
  • FoodHub is a food-tech company that provides online food ordering services and EPOS solutions for restaurants and takeaways.
  • Facilitated services for VIP restaurant owner profiles from UK, US, Australia and New Zealand , enhancing overall earnings.
  • Managed escalated client inquiries with exceptional professionalism and enthusiasm to maintain trust and reliability.
  • Created short-term and long-term goals for business team to achieve objectives.
  • Planned and developed winning strategies to increase sales, expand territories and boost market positioning.
  • Surpassed sales and customer service targets, consistently exceeding established KPIs.
  • Created effective marketing, sales and promotional initiatives to drive revenue.
  • Attended conferences and trade association meetings to represent company, build industry networks and promote new product lines.
  • Prepared reports and presentations detailing business development activities and outlining new initiatives.

Specialist/SME

Metlife Gosc
06.2018 - 05.2022
  • MetLife is a financial services company that provides insurance, annuities, employee benefits, and asset management.
  • Worked as an HRIS Specialist and then managed asset procurement to enhance operational efficiency for US, Japan, Latin America, Asia, Europe, Middle East and Africa clients.
  • Successfully built and maintained long-lasting client relationships through proactive communication and dealing with all matters efficiently.
  • Mentored team of 7 aspiring professionals, guiding their career development and professional growth.
  • Undertook rigorous quality assurance checks to maintain the integrity of project deliverables.
  • Facilitated training sessions for junior staff, improving their understanding and skills.
  • Evaluated current practices, recommending changes to boost efficiency and effectiveness.
  • Served as a liaison between the organisation and external stakeholders to foster collaboration.
  • Receive request from clients through inquiry tool or other communication method (phone or offline)
  • Enter request into tracking program and assign the work, as appropriate
  • Utilize the knowledge base or research or troubleshoot request as needed to provide answers and clarifications to improve first resolution
  • Provide requester with information, or refer to Service Manager or other appropriate department, as needed
  • Made Standard Operating Procedure and policy for the applicable process
  • Notify applicable clients with the required forms, timelines, questions, Etc.
  • Validate Data Changes in the process file and update the relevant record with applicable information.
  • Collaborated with cross-functional teams to integrate subject matter expertise into projects.
  • Analysed complex data sets to identify patterns and provide actionable insights.
  • Ensured that performance parameters were met and exceeded within company's guidelines and policies.

Senior Process Associate

Genpact
06.2017 - 06.2018
  • Provided exceptional technical support to internal clients through Avaya and Teams online chat solutions.
  • Addressed customer and client inquiries, concerns and complaints of technical issues by providing solutions and alternatives and followed up to confirm resolution using Knowledge Base
  • Investigated client complaints and escalated issues to the higher management (Level 3)
  • Asked customers targeted questions throughout troubleshooting to determine smart solutions.
  • Responded to customer emails, calls and live chat regarding technical malfunctions and issues to fix remotely.
  • Managed all payment processing, invoicing and collections tasks.

Junior Associate

Concentrix
Hyderabad
02.2015 - 05.2016
  • Clarified details of insurance offerings for customers whenever necessary.
  • Answered constant flow of customer and client calls with minimal wait time and replied to all the email requests which were assigned
  • Resolved all the billing and technical inquiries of customer and clients
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor
  • Maintained customer satisfaction with forward-thinking strategies and focused on addressing customer needs promptly
  • Secured data by following confidentiality procedures.
  • Processed large amounts of data and independently resolved discrepancies.
  • Responded to incoming requests for information or forwarded to appropriate individual.

Skills

Analytical thinking

Root-cause analysis

Expert problem solving

Documentation management

Continuous improvement

Management collaboration

Advanced communication

Coaching and mentoring

Stakeholder engagement

Worked on a project titled "A Study on Wage and Salary Administration" in Vijayawada Thermal Power Plant under APGENCO

Worked on a project titled "A Study on Overview Of HR Practices" under Management Development in RINL - VSP

Timeline

Specialist Hiring Acc Management & Delivery AI/ML

Qualitest
03.2025 - Current

Escalation Specialist

Copart Pvt LTD
06.2024 - 02.2025

Client Relationship Manager

Foodhub Software Solutions India Private Limited
11.2022 - 02.2024

Specialist/SME

Metlife Gosc
06.2018 - 05.2022

Senior Process Associate

Genpact
06.2017 - 06.2018

Junior Associate

Concentrix
02.2015 - 05.2016

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Gayatri DeviSpecialist Account Management and Delivery AI/ML - Recruitment