Customer Service Quality

Harikrishna Ramasetty

Apartment **, Greeg Court Mobile: +353(0)863153434

****.********@*****.***

Parnell Street,

Dublin 01, Ireland.

An accomplished and qualified Technical engineer with current experience in a dynamic

target driven Multinational Corporation specialized in Internet related services and products .

Key skills include in depth analytical and problem solving capacity, excellent communication

at all levels with a proven ability to work as part of a team or on own initiative. Track record

of success in implementation of new technologies and solutions in all roles held to date.

Keen to learn new processes and work on new applications and systems. Enthusiastic,

Highly Motivated, Seeks Excellence.

Technical Skills:

Microsoft Technologies : VB.Net.

Applications: Microsoft Office, Dreamweaver, Adobe

Languages: C, C++, HTML,

Technical Skills: Hardware & Networking

Database: SQL Server 2005 and 2008, MS Access.

Operating System: Windows XP/Vista/7, Windows Server2008, UNIX and MAC.

IDE: Visual Studio .Net 2008 & 2010

Test Management Tools: HP Quality Centre, Bugzilla and JIRA

Web Browsers: Internet Explorer, Firefox, Chrome, Safari, and Opera

Profile:

• A Competent Quality Analyst with over 3 Years of experience in Testing Web Applications

and in Telecom Industry.

• Test Planning – Specialized in creation of Test Strategy/Test Approach/Detailed Plan/Defect

Management Approach/Performance Test Approach

• Test Design Developed Test Cases/Test Scenarios/Step by Step Procedure for testing each

Test Scenario

• Test Execution – Executed test Cases, experience in Reporting of the Results, Identifying the

Defects, Retesting the fixes

• ISTQB Certified Test Analyst – Trained at SQS Academy, the world's leading specialist for

software quality.

• Testing Methodology Performed Functional Testing / Integration Testing / System End to

End Testing / Regression Testing / Re testing

• Debugging – Proven ability to analyze crash logs, back traces, and assist engineers by

utilizing basic debugging techniques

• Meet Dead Line – Exceeding the requirements of a global project, ensuring testing is

performed thoroughly and executed within the constraints of the overall project

• Build Verification Test (BVT) – Performed tests on numerous new builds to verify that the

build is stable before the build is deployed to the Global site

• Scrum – Implemented agile software development model for various software launches.

Professional Experience:

Google October 2011 – October 2013

TOOL Analyst July 2012 Oct 2013

Responsibilities

• Provide site support on all Tool related queries

• Identify and track bugs, issues and risks for the Engineering Teams

• Work on future Tool Version (testing and reporting)

• Reporting downtimes, tool issues, bugs impact on daily Ops performance;

• Investigate and take appropriate information to establish the nature of the issues and the

degree of urgency

• Liaise with management and other POCs both onsite and globally

• Supporting other Teams

• Additional ad hoc projects as required

Anchor Mentor (GB) Feb 2012 July 2012

• Head of the Mentors team for UK & Ireland Market

• Managed a pool of 'experts' in specific team training

• Point of contact for any job related queries for the team

• Acted as a liaison between team members (Pod Members) and Pod Lead Specialist in

preparing work schedule for mentoring, training, quality rotation

• Worked on dispute resolution, considering applicable policies and making judgments

• Communicated training and work flow updates to new hires and experienced team

members within the team

• Responsible for assessing the data evaluation performance of other Quality Controllers

LOCAL DATA EVALUATOR (LDE) Oct 2011 Feb 2012

Responsibilities

• Responsible for evaluating the accuracy of data in Google Maps, with specific task of

identifying patterns in data and using judgment to take decisions on data quality

• Make decisions regarding accuracy from multiple sources of data

• Review or research patterns in data, focusing on details and taking action to improve data

accuracy

• Work as part of a large project team

• Communicate with colleagues and customers via email, chat, phone and in person

meetings

• Make outbound phone calls to business representatives to retrieve and/or verify

information

• Provide a professional face of the company to our customers

• Work on a computer for extended amount of time staying focused and working at a fast

pace

• Potential side projects e.g. analyze metrics, recommend operational flow improvements

based upon analyses etc

• Identify issues or inconsistencies in data and proactively question data quality

Highlights

• Achieved quality score of 100% within 2 months

• Selected to be part of several critical projects

• Exceeded expected productivity targets

• Promoted to various roles within my department – which involved training role, quality analyst

in our target driven environment

• Specialist in preparing work schedule for mentoring, training, quality rotation

TalkTalk Broadband (Waterford) Jan 2007 Oct 2011

2nd Level Technical Support and Test Analyst Nov 2007 – Oct 2011

• Selected to work on dedicated lead offshore QA team (part time basis) to ensured test plans

(Unit Testing, System Integration Test, Non Functional Test & User Acceptance Test) defined

and documented to facilitate effective testing, across the solution infrastructure, applications,

data elements and operational and support processes.

• Worked as a dedicated Software Testing Engineer on new project called “Trio” as to ensured

all requirements are tested and disciplined reported, tracked and pledged of product defects

• Selected from a pool of SME’s (Subject Matter Experts) in technical support area in Ireland to

assist and train Level 1 and Level 2 agents during the tools migration in Pune, India.

• Achieved and consistently exceeded demanding business targets in a dynamic customer

focused environment: Customer Satisfaction 92% (Company Target 85%), Warp 60sec

(Company Target 100sec), Customer Response 79% (Company Target 62%)

• Efficiently dealt with the wide range of customers in different ISP Environment (AOL/Talk Talk)

and acquired title of SME (Subject Matter Expert) within 6 months period.

• Coordinated and effectively managed relations with different business functions.

Achievements:

• Successfully released the defect free project “Trio” on time with user expectations

• Received “The Best Employee Award” on 3 occasions and “The Bright Star

• Award” on 2 occasions for exceptional performance.

• Awarded “Best Employee” out of 5 UK call centre as “The Bright Spark Award”.

Customer Service Representative Jan 2007 Oct 2007

Worked in teams of up to 18 agents.

•

Achieved targets of 92% in customer satisfaction.

•

Achieved 90% in resolving customer complaints on their first call.

•

Achieved “Agent of the Month” in March 2008.

•

Selected for different pilot teams during transition from AOL to TalkTalk. This involved testing

•

the new billing systems, processes and broadband orders.

Maintained a calm demeanour while effectively dealing with challenging targets and irate

•

customers awaiting problem resolution.

Used an effective approach to handle special telephone tasks such as call transfers, taking

•

messages, call backs, holds, interruptions, and unintentional disconnects

Achievements:

• Promoted within 10 months to Technical support from Customer Service Team.

• Best wrap all time record within the 3 major sites of Talk Talk.

• Best survey and feedback emails from 95% of the customers.

Education and Training:

Course College/Institution Year

ISTQB Certified Advance Level SQS – Software Quality 2013

Test Analyst Systems(Ireland) Ltd

Modes of Communication Google 2012

Hardware & Networking FAS Online Learning 2010

ISTQB Certified Tester Mind Q Software Training 2009

Foundation Centre, Hyderabad

Masters in Computing Waterford Institute of 2008

Technology, Ireland

Bachelor of Computer Sciences J.N.T.U, Hyderabad, India 2006

Academic Research Completed:

“An Investigation in Locating Indoor Position Using Short Range Transmission Devices” completed in

part fulfilment of the Masters in Electronic Engineering, W.I.T.

TalkTalk/AOL in house Training Courses Attended:

Course Year

CS to Tech up skill

2011

Customer E2E: Joining journey

2010

Email Management

2010

Cisco IP Phone

2010

Call Handling Management

2007

Health & Safety 2007

References available on request

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