Summary
Overview
Work History
Education
Skills
Timeline
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Reshma Vytla

Houston,TX

Summary

Competent Quality Assurance Specialist with 2 years of experience in oversight of [Product or Service] excellence. Proven record of quality leadership in all facets of production, team performance and fulfillment or delivery. Strategic in planning, implementing and improving processes and standards which generate opportunities for sustainable company growth.

Overview

4
4
years of professional experience

Work History

Quality Assurance Analyst

AIG Hospitals
Hyderabad, Telangana
06.2017 - 05.2019
  • Investigated customer complaints regarding product quality issues, identified root causes, and developed corrective actions.
  • Performed follow-up evaluations to determine efficacy of previously implemented corrective measures, recommending subsequent actions based on findings.
  • Fielded customer complaints and rectified service issues.
  • Made sure each product met industry regulations and standards.
  • Implemented internal auditing practices to create standards and statutory obligation compliance reports.
  • Created detailed reports on Quality Assurance activities for management review.
  • Kept records of quality reports and statistical reviews.
  • Developed and maintain AIG Hospitals Policy and Procedure (P&P) system, integrating regulatory compliance tools to maintain conformity with The Department of Health and Human Services (HHS) guidelines.
  • Worked with cross-functional teams to achieve goals.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.

Customer Service Representative

Rainbow Children's Hospital
Hyderabad, Telangana
03.2015 - 04.2016
  • Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
  • Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
  • Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
  • Improved customer service wait times to mitigate complaints.
  • Engaged in conversation with customers to understand needs, resolve issues and answer questions.
  • Developed strong relationships with customers by providing personalized assistance and support.
  • Prepared and evaluated CRM reports to identify problems and areas for improvement.
  • Fielded customer complaints and queries, fast-tracking for problem resolution.
  • Presented existing and prospective customers with valuable service or product information to aid in decision-making.
  • Updated databases with new and modified customer data.
  • Displayed strong telephone etiquette, effectively handling difficult calls.
  • Prioritized and organized tasks to efficiently accomplish service goals.
  • Modified existing software systems to enhance performance and add new features.

Education

MBA - Human Resources Management And Marketing

Andhra University
Vishakapatnam
05-2011

Bachelor of Technology - Computer Science

JNTU University
Kakinada
06-2009

Skills

  • Critical Thinking
  • Computer Proficiency
  • Quality Assurance Controls
  • Documentation
  • Microsoft Office Expertise Powerpoint, Word, Excel( VLOOPUP, PIVOT tables )
  • System Implementation
  • CRM Software Pipedrive and Zoho CRM
  • Project Management Abilities
  • Call Center Operations
  • Administrative Support
  • Problem-Solving Abilities

Timeline

Quality Assurance Analyst

AIG Hospitals
06.2017 - 05.2019

Customer Service Representative

Rainbow Children's Hospital
03.2015 - 04.2016

MBA - Human Resources Management And Marketing

Andhra University

Bachelor of Technology - Computer Science

JNTU University

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Reshma Vytla