Srihari Bathini
Hyderabad
Summary
Skilled Specialist with expertise in project management, problem-solving and team leadership. Strengths lie in ability to efficiently manage multiple tasks, develop strategic plans and ensure successful execution of operational goals. Previous experience led to significant improvement in workflow processes and overall performance efficiencies. Demonstrated skills include adaptability, negotiation and strong communication abilities.
Overview
4
4
years of professional experience
Work History
Specialist - Candidate Screening
Randstad India Private Limited - Google
Hyderabad
08.2024 - Current
- Screened resumes across the EMEA region, ensuring alignment with role requirements and language proficiency to deliver the best candidates for client.
- Organized weekly meetings with stakeholders to discuss current trends in recruiting practices.
- Followed up with references and employers listed on job applications as necessary.
- Ensured that all documentation is completed accurately before moving forward with a hire decision.
- Remained updates on changes in relevant legislation impacting employment screening processes.
- Maintained positive working relationship with fellow staff and management.
- Maintained accurate records and documentation of screening results, adhering to confidentiality protocols.
- Provided training and guidance to junior team members on screening best practices.
- Maintained an exceptional screening quality score of over 98.50%, reflecting a strong commitment to accuracy and thoroughness in candidate evaluations.
- Enhanced team performance by efficiently managing significant screening workloads in alignment with client requirements, often going above and beyond through additional hours to meet project demands.
- Rapidly reached ramp-up objectives within a month, significantly aiding the team by working additional hours to manage and streamline workloads, resulting in improved project outcomes.
Associate Account Management
Sutherland global solutions - Netflix
Hyderabad
10.2022 - 07.2024
- Provided comprehensive support to customers regarding payment processes, sign-up procedures, filtering regional movies, with a focus on explaining auto-debit functionality, particularly in relation to the limitations of Indian banks.
- Handled account recovery for customers affected by hacking and fraud, meticulously verifying original details and implementing a comprehensive nine-step recovery process, while educating customers on tips to prevent future security breaches.
- Provided technical support for errors on devices such as Fire stick, Roku, smart TVs, and mobile phones. Assisted customers across all browsers and leveraged experience to troubleshoot issues beyond knowledge base guidelines when standard steps were ineffective.
- In cases where troubleshooting steps were ineffective, escalated issues to Tier 3 support by collecting 16 specific questions and collaborating with the technical team to ensure comprehensive information for resolution.
- Assisted customers with inquiries regarding account sharing for Netflix, providing guidance on usage policies, and clarifying options for sharing with friends and family.
- Demonstrated success achieving key performance indicators, including Retention Customer Rate (RCR), Customer Satisfaction Score (CSAT), Customer Resolution Efficiency (CRES), Average Handling Time (AHT), and shrinkage, fostering a high-performance culture.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Provided support and guidance to colleagues to maintain a collaborative work environment.
- Trained 3 batches of new team members by providing effective strategies and tips for handling chat interactions, enhancing their skills, and boosting overall performance.
- Led specialized sessions on critical topics to support team development, sharing effective best practices to elevate customer satisfaction levels.
Proctor
Examity
Hyderabad
01.2021 - 05.2022
- Assisted test takers with instructions for taking exams.
- Ensured that all applicable rules were followed during testing sessions.
- Provided technical assistance as needed for computer-based tests.
- Reported any suspicious behavior or cheating incidents to the appropriate personnel.
- Communicated effectively with supervisor regarding any issues or concerns that arose during proctoring session.
Education
BBA - Human Resources Management
Vivekanda Degree College
Hyderabad01-2020
CEC -
Chaitanya Bharathi Junior College
Hyderabad 04-2017
Dr RLR School
Zaheerabad04-2015
Skills
- Technical Support for Streaming Devices
- Customer Account Management
- Fraud Detection and Prevention
- Performance Metrics Analysis
- Effective communication in a remote environment
- Escalation Management
- Collaboration with cross-functional teams
- Time Management in Fast-Paced Environments
- Process documentation and improvement
- Client relationship management
- Customer Needs Assessment
- Process Improvement and Exceeding KPIs
- Strategic Planning for KPI Improvement
- Adaptability to Client Needs
Languages
English
First Language
English
Advanced (C1)
C1
References
References available upon request.
Timeline
Specialist - Candidate Screening
Randstad India Private Limited - Google
08.2024 - Current
Associate Account Management
Sutherland global solutions - Netflix
10.2022 - 07.2024
Proctor
Examity
01.2021 - 05.2022
BBA - Human Resources Management
Vivekanda Degree College
CEC -
Chaitanya Bharathi Junior College
Dr RLR School
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