Quality Sales

SHYAMALA DEVI MAHADEVAPPA

Ph-998-***-****

E Mail ID: **************@**********.***

Objective:

To be in a position where I can excel and contribute to the organization effectively and to hold a position in the corporate world through dedication and in endeavour, face the challenges that come my way for learning and improving my ability, to use my talents and skills better and to do the best in what I have chosen to and also enhance and contribute my best towards the organization’s potential .

Employment History:

1.Worked as Team lead in Insurance Sales for MPN Capital services Pvt Ltd from October 2017 till March 2018 .

Responsible for managing the team of telecallers in selling insurance products to

the customers. Taking escalations in explaining the products and making the customers understand the product better .

Exceeding the Sales Target in order to meet the business target of the company .

2.Worked with INFOSYS LTD as Senior executive in Technical Operations since April 2014 to December 2015 .

Roles And Responsibilities:

Primary job function is to provide Technical product support and maintaining operations.

Participated in customer workshop and understand the network requirements.

Respond immediately to client calls,diagnose the issues and provide appropriate resolutions.

Interact with clients in performing testing,debugging and troubleshooting technical functions remotely.

Priortizing the issues depending upon the severity and effectively managing the resolution of all issues within the accepted service levels .

Taking initiatives of the customers tickets ensuring the issues are resolved as per the agreed SLAs .

Actively participated in validation and quality checking the performance of the

counterparts.

3. Worked with IBM GLOBAL SERVICES –Senior Practitioner in Banking

Operations and Quality Analysis since May 2006 till May 2013.

Roles & Responsibilities: - (May 2006 till May 2013) :

Worked for a Banking process, which involved retail banking, investment banking and also quality monitoring for releasing International payments. It was one of the dynamic banking processes in UK with high-value, same-day money transfer system.

Leading and exceeding expectations month on month to the best in terms of accuracy and efficiency thereby meeting the required SLA defined by the client.

Monitoring, training & motivating the team to ensure quality services.

As a quality assurance analyst was responsible to take care of the quality monitoring, analyse the team’s performance, participated in customer surveys.

Project management and to intergrate knowledge of business to the point of customer requirements.

Working with cross departmental teams and train the counterparts with process knowledge.

Testing of new and existing applications, and maxmising usability of end users.

Adhere to cut-off times and TAT.

As an authorizer was responsible for monitoring the agent transactions ensuring that they are in accordance with SLA & quality.

Frequent interactions with the agents and handling onshore process escalation. Conducting feedback sessions and regular quality huddles and cascading of process updates to the team members.

Updating and maintainance of compliance folders for the team.

Maintaining Client relationship,which thereby ensuring high level of client satisfaction metrics.

Achievements:

•Was selected for Transition -Business Process(Pilot Batch) and sent to UK for 13 weeks at Clients site, Chelmsford for On-Job training on testing and analysis .

•Was a part of 10-member Team during project knowledge transfer from UK

•Entrusted with the role of assisting our counterparts at Kolkata SC during the transition phase.

•Recognized and awarded for maintaining best quality services.

•Received “Thank You” award for contributing towards IBM values in April 2008

•Received “STAR” award for contributing towards IBM values in July 2009.

•Recognised for better understanding of the quality tools which was a primarykey factor for driving Quality in the process.

•Received “Team Ovation Award “ for best team in terms of performance and contributing towards IBM values & setting up client-defined metrics in September 2009.

•Received “Top Performer ” award for contributing towards Lloyds Banking Group values in January 2010 and 2011 consecutively .

•Implemented a process manual for a process thereby helping new hires to come up with the learning curve.

•Initiated new ideas for the process which was found necessary, therby meeting the

SLA on daily basis was much easier and could save lot of time.

•Achieved performance consistently in terms of accuracy and efficiency.

Academic Qualification:

B.Sc in Mathematics (PCM) from Bangalore University In 2004.

Technical Qualification:

Certified as Hadoop developer from IIHT (August to October 2015)

Hands of experience working on Hadoop installation and setting up of Hadoop ecosystems .

Areas of expertise :

BIG DATA Ecosystems:Mapreduce, HDFS,HBASE,Scoop .

Programming languages : Java,R,PIG,Hive and SQL.

Scripting languages :JSP and servelets,Java scripts,and Weblogic

Data bases : No Sql,Mysql,Cassandra and Mongo DB.

Tools : Eclipse

Windows Platfoms : Windows 2000,2008,XP,Linux etc

Certified in SAS from Gidds Academy Malleswaram,Bangalore in August 2015

Expertised in BASE SAS and its fundamentals along with other components .

Diploma in Computer Applications from NIIT.

•Software Testing Tools from Cegonsoft Solutions in 2005.

•Trained on SDLC & STLC. & on different Tools -- Manual Testing, Automation Testing,Blackbox & White Box Testing; Strategic & Dynamic Testing.Automation Testing - QTP.

•Overview of Test Plan & Test Cases etc.

Personal Details

DOB:23.07.1975

Martial Status: Married.

Nationality: Indian

Languages known: English, Hindi, Kannada, Telugu, and Tamil.

Notice Period : Immediate basis Or 30days.

I hereby declare the information provided is true to the best of my knowledge.

Date: 28/12/2020 Shyamaladevi Mahadevappa

Place: Bangalore

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