Microsoft excel, power point, SQL, tableau

Rakshitha Reddy G

Address: **B, *** Devine Street, Sarnia, ON- Canada N7T 1X4

226-***-****, *****************@*****.***

PROFILE

I am a student of Lambton college enrolled into Business Management course. I carry three years of work experience in Quality Management, Customer Excellence.

Looking forward to work in a challenging and competitive environment, which provides me the opportunity to use my three years of experience in the e-commerce and tele-communication industry.

EDUCATION

August 2019- Present

Post-Graduate Diploma in Business Management, Lambton College, Sarnia, ON.

June 2012- April 2016

Bachelor s Degree in Computer Science, Sreyas institute of engineering and technology, India.

WORK EXPERIENCE

[24]7.ai, India (August 2016- August 2019)

Roles and Responsibilities

Digital interaction advisor

I have worked as Digital Interaction specialist for one year where I was responsible to assist customers and maintain daily targets and documentation.

I was responsible to maintain the team scores daily and generate reports of the performance.

Interim Process Trainer

I was responsible to train freshers on the technical information of the process and analyze their level of understanding based on the daily tasks performed during the training period.

I was responsible to analyze the quality of their work to make sure protocols have been followed and provide reports to the respective process manager.

Subject Matter Expert

I was acting as a subject matter expert to a team of 15 members in answering their technical queries on process and helping in communicating with customers. Was responsible to generate team shrinkage and daily target reports.

Outbound Call Representative

Was responsible to resolve customer issues over call and produce daily report on level of satisfaction of customers and duration of the call in which the issue was resolved.

Projects and Initiatives

Batch pass SOP

Developed the flowcharts and designed an SOP for Batch Pass execution process.

Added a lot of new guardrails to the execution process of batch pass and made a wiki based single stop repository which has everything related to batch pass and ensured zero defects and no SLA fails till date.

Productivity Tracker

Streamlined the productivity tracker for AT&T process and published the daily & weekly reports of Average Chat Handling Time (AHT)and Non-Production hours (NPH) along with customer satisfaction and dissatisfaction report. This initiative has shown an improvement of 25% in Production hours (pre and post analysis was performed).

Part Time Work experience

Working as a customer Fulfillment associate in Walmart.

Skills

Skilled in Microsoft office applications Microsoft Excel

Microsoft Word

PowerPoint

Intermediate level understanding on applications SQL, Tableau.

Volunteer Experience

Operations/policies Executive for “International Women’s Club” at Lambton college.

Coordinates in weekly meetings to plan and schedule the events and document the number of people attended the events and provide insights on growth of the club in numbers in quarterly meetings.

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