Indira Butti

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.

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

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)