Sumedha K
Senior Associate Service Quality Technician
Bangalore
Summary
Dedicated professional with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
2
2
years of professional experience
4
4
years of post-secondary education
2
2
Languages
Work History
Senior Associate Service Quality Technician
NTT Data
Bangalore
09.2020 - Current
- Worked flexible hours across night, weekend and holiday shifts.
- Participated in team-building activities to enhance working relationships.
- Carried out day-to-day duties accurately and efficiently.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting.
- Actively listened to customers' requests, confirming full understanding before addressing concerns.
- Resolved problems, improved operations and provided exceptional service.
- Prepared variety of different written communications, reports and documents.
- Proved successful working within tight deadlines and fast-paced atmosphere.
- Increased customer satisfaction by resolving issues.
Education
Bachelor of Engineering - Information Science
BMS Institute of Technology
Bangalore 08.2016 - 08.2020
Skills
SQL and databases
Data analysis
Power BI
Tableau
MS Excel
Python
High-quality customer service
Service quality enhancements
Customer service experience
Quality reviews
Accomplishments
- Achieved NSS through effectively performing CTL.
- Documented and resolved Client issue on time which led to SLO accomplishments.
- Supervised team of 10 staff members.
- Collaborated with team of 10 in the development of relevant automation.
- Created dashboards using Power BI and Tableau Tool
- Confluence - updated and fine tuned the existing confluence pages like QMS operations page ,Quality Audit page,Product and Services.
- Received Spot award several times
- Received Execute badge for delivering critical part of improving client satisfaction.
Timeline
Senior Associate Service Quality Technician
NTT Data
09.2020 - Current
Bachelor of Engineering - Information Science
BMS Institute of Technology
08.2016 - 08.2020