Srinija Mekala
Hyderabad
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
6
6
years of professional experience
Work History
Quality Control
Google (Vendor Cognizant)
09.2021 - Current
- Enhanced performance by implementing quality monitoring processes and providing feedback to agents.
- Maintained detailed records of quality evaluations, providing valuable insights for ongoing performance reviews and improvement initiatives.
- Promoted open communication between quality analysts and agents, fostering an environment conducive to growth and learning.
- Assisted with the implementation of new magnifier tools, increasing overall productivity within the quality assurance department.
- Served as a Senior Process Executive expert on quality assurance, providing guidance and expertise to colleagues and management as needed.
Technical Support Executive
MeritTrac
05.2021 - 08.2021
- Worked for 4 months as a freelancer.
- Collaborated with team members to develop new strategies for handling complex technical problems.
- Managed a high volume of tickets in the helpdesk system, consistently meeting or exceeding response time targets.
- Diagnosed and troubleshot software and network issues.
- Responded to customer inquiries and provided technical assistance over phone.
Process Executive
MediAssist
12.2018 - 07.2019
- Investigated basic issues and escalated more complicated concerns.
- Excelled in handling escalated calls, effectively resolving complex issues while maintaining customer loyalty.
- Improved customer satisfaction by providing timely and efficient resolutions to inquiries.
- Reduced average call handle time while maintaining high-quality service through efficient problem-solving skills and attention to detail.
Education
MBA - Human Resources Management
Kasturba Gandhi Degree & PG College For Women
Hyderabad04.2021
Bachelor of Technology - Electronics And Communications Engineering
Siddhartha Institute of Engineering And Technology
Hyderabad, India04.2018
Intermediate -
Narayana Junior College
Hyderabad04.2014
Secondary School Education -
St. Augustine High School
Hyderabad04.2012
Skills
Quality Assurance
Call Monitoring
Training Management
Six Sigma
Report Analysis
Risk Assessment
Teamwork and Collaboration
Problem-Solving
Time Management
Flexible and Adaptable
Excellent Communication
Critical Thinking
Active Listening
Accomplishments
- Awarded Unicorn,Spot light for excellent work in quality assurance, maintaining the ORT and metrics.
Timeline
Quality Control
Google (Vendor Cognizant)
09.2021 - Current
Technical Support Executive
MeritTrac
05.2021 - 08.2021
Process Executive
MediAssist
12.2018 - 07.2019
MBA - Human Resources Management
Kasturba Gandhi Degree & PG College For Women
Bachelor of Technology - Electronics And Communications Engineering
Siddhartha Institute of Engineering And Technology
Intermediate -
Narayana Junior College
Secondary School Education -
St. Augustine High School
Similar Profiles
RAJUNANDA PHANJOUBAMRAJUNANDA PHANJOUBAM
Senior Quality Analyst at Accenture (Google Vendor Partner) - Google Ads ProcessSenior Quality Analyst at Accenture (Google Vendor Partner) - Google Ads Process
SREENIVAS JSREENIVAS J
Team Manager: UI-UX Designer at Cognizant (XWF Google)Team Manager: UI-UX Designer at Cognizant (XWF Google)
Tobie LouwTobie Louw
Sr. Manager Ops, Sales & Enablement Google Cloud at Google via Cognizant Technology SolutionsSr. Manager Ops, Sales & Enablement Google Cloud at Google via Cognizant Technology Solutions