Summary
Overview
Work History
Education
Skills
Education Qualification
Personal Information
Languages
Timeline
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SREE SAI Sravani N

SREE SAI Sravani N

St Louis,MO

Summary

Looking for an opportunity with an esteemed organization to apply my vast experience, immense knowledge of customer interaction along with the ability to work with a team towards its objective within the deadlines.

Capable of performing independently and to work collaboratively in teams and work effectively with colleagues at all levels. Key role in process improvement by delivering significant business impacts and contributing to the company by providing quality service to the customers. Improve company performance through enhanced quality standards; deploying strong, long-term strategies.

Overview

3
3
years of professional experience

Work History

Sr. Analyst - Work Force Management

Tech Mahindra Ltd.
Hyderabad
12.2020 - Current
  • As real time analyst worked closely with operation to help monitor incoming volume in queues
  • Reports on daily attendance, schedule and adherence of agents on real time
  • To ensure optimum service levels are achieved to deliver consistent performance
  • Currently associated with Verizon program with 1500+ HC for overall process performance
  • Responsible for RTA and MIS reports
  • Monitoring performance on real time for meeting required SLA's periodically
  • Timely Escalations of issues and coordinated with clients
  • Trained and educated new hires about SLA's for achieving maximum utilization
  • Monitored performance real time for supporting call volume
  • Coordinating with clients over the calls
  • Responsible for agent's phone shrinkage and schedule adherence
  • Supported clients for all business development needs at process levels
  • Preparing daily dashboards and schedules
  • Uploading Schedules, coaching's and break schedules in Variant
  • Sharing the Trend of SL and AB% in Data visualization.

Technical Associate

24/7 Intouch (Knoah Solutions)
Hyderabad
  • Handling multiple customer queries through chats at once while being patient and focused, helping them with the technical issues and also with the new products sales and billing and refunds
  • Efficiency in resolving the issue, Post service feedback and maintained customer satisfaction by providing quality service
  • Resolved product/policy issues and shared benefits of new technology and provided accurate and appropriate information to customer inquiries
  • New customers and maintained good partnership with existing clients
  • Worked on installation and troubleshooting of hosting servers and other products.

Education

MS in Business Analytics - Business Administration And Management

Webster University
St Louis, MO

Skills

  • Proficiency in MS Office (Excel, Word & PowerPoint)
  • Advanced reporting and analytics using Microsoft Excel
  • Good analytical & problem-solving skills along with interpersonal skills
  • Always goes an extra mile to achieve excellence
  • Able to work individually as well as in a Team
  • Open-minded approach to ensure interactive environment
  • Client Management

Education Qualification

  • Bachelor of Business Administration 2019.
  • Inter (MPC), Board of Intermediate 2016.
  • Central Board of Secondary Education-2014.

Personal Information

  • Hobbies: Playing Chess and Carroms., Playing Cricket, Travelling
  • Title: Management Professional
  • Date of Birth: 09/10/98
  • Nationality: Indian

Languages

  • English
  • Hindi
  • Telugu

Timeline

Sr. Analyst - Work Force Management

Tech Mahindra Ltd.
12.2020 - Current

Technical Associate

24/7 Intouch (Knoah Solutions)

MS in Business Analytics - Business Administration And Management

Webster University

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SREE SAI Sravani N