Indira Butti
Quality Analyst (KPO Process)
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About
To be a part of an organization where I can get a chance to use my knowledge and skills to contribute in the progress of the organization. Good comprehension skills with a typing speed of 55 WPM. Through knowledge of the MS Office tools. A customer oriented and excellent communicator possesses of 2 Years & 7 Months experience in BPO process.
Experience
Quality Analyst (KPO Process) at Virtusa Capital (2021-08 – Present)
- Conduct audits and provide structured feedback for the targeted / entire population with the objective of improving overall process quality
- High performance delivery on all quality parameters
- Performed Root cause analysis
- Team Player & Ability to coach and provide feedback to associates on audits performed
- Data analysis and making designated reports/decks
- Participate in calibrations to ensure consistent scoring & feedback delivery approach
- Communicating to heighten awareness and focus on the importance of positive customer experience
- Made recommendations on quality improvement
- Ensured that internal policies, procedures, and compliance regulations are being followed
- Participated in inter MSP calls
- used knowledge process proactively to identify areas of concern & highlight to the change Team
- Prepared TNA / TNI, publish and execute for 100% closure
- Real Time Support (Production/Live Support) on the floor as per the business requirement
- Conduct assessments every fortnight based on the audit findings to gauge team member process knowledge
Customer Service Representative (Email with Semi Process) at Sykes (2020-04 – 2021-07)
- Getting a good rating per month according to my work
- Taking initiative of new challenges in the Team
- Working with UK clients as per there request
- Achieving daily targets
- Got selected for Sparks DBU out of all the employees in the backend process
- Providing customer service and understanding the needs of the client
- Maintaining the SLA breach
- Worked on three LOBs (Line of Business) within the Process
E-Support Officer (Technical Support - Chats) at Knoah Solutions (2018-08 – 2019-12)
- Providing timely resolution to customer queries and complaints in a professional manner and in accordance to established guidelines
- Troubleshooting and resolving customer service issues and schedule field service calls when necessary
- Adhering to quality and performance standards
- Understanding and striving to meet or exceed program metrics while providing excellent and consistent customer service for US customers
- Documenting customer transactions accurately and in-time in related customer and business tools
- Providing Technical Support on Nest product (Thermostat)
Customer Support Analyst (E-mail Process) at Dell (2017-11 – 2018-02)
- Answering Customers queries based on Dell products
- Describing Customers product
- Providing solutions for purchase of any Dell product servicing UK customers
Education
MCA – University College for Women, Koti (2017)
BSc (MEC's) – St. Mary's College (Yousufguda) (2014)
Intermediate – Paul Laurence Dunbar High School (USA) (2010)
Secondary School Examination (S.S.C.) – Paul Laurence Dunbar High School (USA) (2008)
