Summary
Overview
Work History
Education
Skills
Affiliations
Accomplishments
Certification
Languages
Websites
Timeline
Generic

SRAVANTHI GILLA

SALT LAKE CITY,UT

Summary

Quality Auditor with extensive experience at Progressive Leasing, specializing in call monitoring and compliance auditing. Expertise in data analysis led to the identification of root causes for customer complaints, significantly improving service quality and customer satisfaction. Proven ability to collaborate with teams to implement corrective actions and enhance overall performance. Strong knowledge of Agile methodologies, data validation, and various testing techniques, ensuring compliance with regulations and operational workflows.

Overview

17
17
years of professional experience
1
1
Certification

Work History

Quality Auditor/Customer Support Specialist

Progressive Leasing
Salt Lake City, Utah
11.2024 - Current
  • Monitored customer interactions to pinpoint areas for call quality enhancement.
  • Conducted audits of recorded calls to ensure compliance with standards and policies.
  • Provided actionable feedback to customer service teams on handling complaints and inquiries.
  • Assessed trends in customer complaints, identifying root causes and developing corrective action plans.
  • Collaborated with senior management on initiatives to elevate overall call quality.
  • Created detailed reports on call center metrics, including average handle time and first-call resolution rate.
  • Evaluated performance of customer service representatives through call monitoring and feedback.
  • Recommended modifications to procedures based on analysis of monitored call data.
  • Answered inbound calls, chats and emails to facilitate customer service.
  • Answered customer inquiries and provided accurate information regarding products and services.
  • Maintained a high level of professionalism when dealing with difficult customers.

Candidate Screening/Payroll Analyst

Randstad
Salt Lake City, UT
05.2022 - 05.2023
  • Oversaw recruitment process from initial candidate screening to hiring decision.
  • Ensured ethical standards in all candidate screening procedures.
  • Managed job postings, candidate evaluations, and interviews for efficient hiring.
  • Identified strategies to expedite candidate screening and hiring processes.
  • Maintained accurate records of recruitment activities, including screening results and feedback.
  • Assisted recruitment efforts by screening resumes and conducting candidate interviews.
  • Analyzed resumes and performed phone screenings with potential candidates.
  • Assisted in the recruitment process by screening resumes, interviewing candidates, and making hiring recommendations.

Call Quality Specialist

Synchrony
Hyderabad, UT
04.2016 - 04.2022
  • Utilized data analysis tools to record and analyze monitored call information.
  • Implemented innovative methodologies, significantly reducing issue resolution times.
  • Monitored live customer calls, delivering immediate feedback to agents when necessary.
  • Maintained comprehensive records of monitored calls, including audio recordings and relevant notes.
  • Assisted audit team in developing and presenting detailed audit reports to management.
  • Tracked customer satisfaction levels through surveys and feedback mechanisms.
  • Guided agents on effective inquiry handling during phone interactions.
  • Participated in projects focused on enhancing call quality and overall customer experience.

Customer Relationship Officer/Quality Auditor

Meru Cabs Pvt Ltd
Salt Lake City, Utah
03.2008 - 07.2013
  • Responded promptly to all customer communications including calls, emails, and letters.
  • Established strong relationships with key clients to drive long-term business growth.
  • Resolved customer issues with knowledgeable service to promote high satisfaction levels.
  • Conducted reviews of customer feedback to identify improvement areas and implement changes.
  • Monitored calls for compliance, documenting any observed violations of policies.
  • Tracked compliance with departmental standards for each monitored call.
  • Analyzed trends in service issues through call monitoring to enhance operations.
  • Maintained documentation of compliance procedures and engaged with regulatory bodies.
  • Collaborated with management team to develop strategies for improving overall customer experience through call monitoring initiatives.
  • Implemented unique methods and methodologies, which helped reduce, and resolve issues.
  • Monitored live calls with customers and provided instant feedback to agents as needed.
  • Maintained up-to-date records of all monitored calls, including audio recordings, notes, and other relevant data points.

Education

MBA - Human Resources Management

Indian School Business Management
Indianapolis, IN
06-2016

Skills

  • Call monitoring
  • Data analysis
  • Troubleshooting
  • Compliance auditing
  • Customer relationship management
  • Customer service
  • Power BI
  • Tableau
  • Salesforce testing
  • Investigation leadership
  • Time management
  • Problem solving
  • External auditing
  • Effective communication
  • Problem-solving abilities
  • Multitasking
  • Sample testing
  • Compliance monitoring
  • Candidate screening
  • Performance evaluation

Affiliations

  • Participated in Dance Compitetion, Doubles Drive, and in few Culture Activities in Synchrony.

Accomplishments

  • Excellence Awards for QCAL Audit, VOC & CCT, with Synchrony.
  • Best Performance in Absenteeism 2019, 2020,2021.
  • · Best Performance in Compliance Metric in 2011 & 2012 & 2013 in MERU.
  • · Role Model In AHT, Compliance, and SA in 2008 & 2009 in Meru.

Certification

  • Certified at ExcelR Solution For Data Analyst
  • Data Visualization Certification from IBM
  • Certificate of Internship for Data Analytics

Languages

English
Professional
Hindi
Professional

Timeline

Quality Auditor/Customer Support Specialist

Progressive Leasing
11.2024 - Current

Candidate Screening/Payroll Analyst

Randstad
05.2022 - 05.2023

Call Quality Specialist

Synchrony
04.2016 - 04.2022

Customer Relationship Officer/Quality Auditor

Meru Cabs Pvt Ltd
03.2008 - 07.2013

MBA - Human Resources Management

Indian School Business Management

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