Summary
Overview
Work History
Education
Skills
Timeline
Vamshi Kotte

Vamshi Kotte

Senior Quality Analyst
Shivarampally Jagir

Summary

To be the part of a firm that has good reputation for which I will be co-operative and will exploit my resources to its extremity for the achievement of organizational goals as well as building a shining career for myself. I am looking forward to work in a challenging and friendly environment. I also hope to work with a highly competitive and customer-focused team where I can utilize my skills and develop professional knowledge. I can adapt myself well in individual jobs and also work well as a part of a team.

Overview

6
6
years of professional experience
3
3
years of post-secondary education

Work History

Senior Quality Analyst

Tech Mahindra
Hyderabad
02.2023 - Current
  • Weekly call audits (recorded/live barging) and communicating the feedback to the agents
  • Encouraging the good practices to be shared among the team
  • Minimizing the bad practices and improve the process
  • Identifying the calls which fails to meet the quality standards
  • Taking initiative for agent trainings (Communication/Process)
  • Valuated the priority of the organization regarding the call behaviors (Regulatory complaints and Adherence to policy)
  • Educated agents on specific QA standards and confirmed maintenance of standards.
  • Identifying the flaws in the process and making improvements.

Senior Client Technical support

Hyderabad
12.2020 - 02.2023
  • International process of US based Target stores
  • Providing client support with the troubleshooting of accounts for password resets and login issues at the store
  • Providing client support for the registers and cash office at the store which includes hardware as well as software issues
  • Storing data of the client with the issues safely in the form of tickets
  • Arranging technician visit in extreme cases to the stores and see to it that the issue is resolved at the earliest
  • Dealing with laptops, computers, TV wall units and the peripherals of the devices
  • SERVICE NOW – creating tickets, accessing knowledge base, reports (webforms & chats)
  • Gave support the agent to improve the performance
  • Took sessions and one on one to understand where there is a lag in understanding of process for agents
  • Analyzing data historically
  • Aware with Capacity planning, volumes, productivity, Forecasting, KPI metrics
  • Learned how to prepare daily reports for the project
  • Pivot tables, conditional formatting, data validation, formulas in excel.

Senior Customer Service Associate

Amazon
Pune
06.2017 - 12.2020
  • 6 years (, Have experience in providing shoulder support to the New Hired Trainees in an SME role
  • (Subject Matter Expert)
  • Have worked for multiple skills while working for Amazon such as “Search n Rescue”, “Concession Abuse Prevention” and “DART” (Escalation desk)
  • Have successfully finished “Amazon Customer Excellence System” program (ACES) that specifically runs behind the principle of process improvement
  • Have already worked for CS over Borders – which includes working for CSIN / CSNA / CSCA
  • Proficiency in Calling, Emails and Chats across the Domestic and International process likewise
  • Have been the Fun Activity POC for the whole site – Head of Funsters
  • Worked at Impeccable solutions for 3 months

Business Development Executive

02.2017 - 04.2017
  • Outbound process
  • Making outbound calls to the customers
  • Selling and marketing of the websites to the North American customers
  • Development of websites.

Education

10th standard - undefined

St. Joseph’s Public School
GPA: 72

12th standard - undefined

Little Flower Junior college
GPA: 53

Bachelor’s Degree - Bachelor of Commerce

St. Joseph’s Degree College, King Koti
04.2011 - 04.2014

Skills

MS EXCEL: Creating dashboards, utilizing Pivot table, conditional formation and other most used commands, have good knowledge on various formulas ie, lookup, logical, text and mathematical related formulasundefined

Timeline

Senior Quality Analyst - Tech Mahindra
02.2023 - Current
Senior Client Technical support -
12.2020 - 02.2023
Senior Customer Service Associate - Amazon
06.2017 - 12.2020
Business Development Executive -
02.2017 - 04.2017
St. Joseph’s Degree College - Bachelor’s Degree, Bachelor of Commerce
04.2011 - 04.2014
St. Joseph’s Public School - 10th standard,
Little Flower Junior college - 12th standard,

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Vamshi KotteSenior Quality Analyst