Keerthi Sri

Results-driven professional with 12+ years of experience in customer service, voice process, grievance handling, and quality analysis. Proven expertise in team management, process improvement, and delivering high customer satisfaction across international clients.

Grievance Analyst - Omega Healthcare

(2021-09 - 2025-11)

• Handled voice process and resolved customer queries efficiently
• Managed grievance cases and escalations end-to-end
• Performed root cause analysis to identify recurring issues
• Conducted call audits and quality evaluations
• Provided coaching and feedback to team members
• Improved customer satisfaction and process quality
• Supported continuous process improvement initiatives

Business Process Analyst - Connect Business Solutions (Guindy) - Guindy

(2018-12 - 2021-06)

• Worked in fitness-based international process handling US, UK, and Canada clients
• Resolved customer queries and service issues effectively
• Analyzed workflows and supported process improvements
• Ensured high-quality service delivery and customer satisfaction
• Coordinated with internal teams for smooth operations

Customer Service Executive to Team Lead - Sutherland Global Services

(2014-08 - 2018-12)

• Started as Customer Service Executive in voice process
• Promoted to Team Lead managing 10–12 members
• Handled bottom queue team and improved performance significantly
• Achieved top performer status for 6 consecutive months
• Provided coaching, monitoring, and performance tracking
• Received multiple Rewards & Recognition (R&R;) awards
• Ensured achievement of team targets and quality metrics

B.Tech - Information Technology - Sri Ramanujar Engineering College, Vandalur (2010 - 2014)