Medikonduri WilliamsSandeep

Address: 1-1-379/267/1 JawaharNagar,

Chikkadpally, Musheerabad, Hyderabad, 500020
Contact no: +91-9550446805 Email Id: [email protected]

Career Objectives:
To work as a call center quality analyst and improve organization's work efficiency by planning sound strategies
for quality control and quality assurance.

Summary of Skills:

• Strong data analysis, interpretation and technical problem-solving skills.

• Willingness to accept challenges along with the ability to work under pressure.
• Goal-oriented and motivated individual along with the ability to work independently.
• Ability to develop quality assessment strategies and plans and implement them successfully.
• Remarkable attention to detail, communication, and leadership skills.

Work Experience:

Quality Analyst

Across Assist Pvt Ltd, Gurgoan.

Sep’23 – Apr’24

• Handle calls monitoring and providing actionable insight. Through call monitoring regulations,
Company policies and Procedures.
• Monitor the Insurance Calls will gather information to help improve agent performance in the
procedures followed by managers and staff.
• Listen to calls in 3 ways, live, recorded & side by side while communicating feedback to encourage and
discourage certain practices.
• Basically, work on a continuous process of evaluating and identifying key behaviours that drive to
improve customer experience.

Quality Analyst – (CS)

Teleperformance, Gurgoan.
March 2021 – August 2023

• Handle call monitoring and providing actionable insight. Through call monitoring regulations,
Company policies and Procedures.
• Monitor the Calls will gather information to help improve agent performance in the procedures
followed by managers and staff.
• Listen to calls in 3 ways, live, recorded & side by side while communicating feedback to encourage and
discourage certain practices.
• Update and manage Employee Records & Perform other duties as assigned.
• Basically work on a continuous process of evaluating and identifying key behaviors that drive sales and
improve customer experience.
• Compile, update Quality Monthly report, DQR (Daily Quality Report), Rectification Tracker etc. are
share with Operation team and Managers.
• Maintain schedule and Coordinate calendar Activities.
• Quality Analyst also do the NHT, ( New Hiring Team) Session and OJT( On job Training) Session
• Monitor Calls of each Advisors every week and Provide Immediate feedback to the Advisors in case of
failed call.
• Provide regular feedback to team member regarding the Performance of the team
 • Handle all Escalation Calls for the Team also synopsis calls.
• Every week Conduct Briefings for teams

Awards:

• Best performer award for the months of Jun’21, Sep’21, Jan’22, Apr’22, May’22, Oct’22, Dec’22,
Jan’23, June’23.

Certification:

• Lean Six Sigma White belt certified from the organization.

• Lean Six Sigma Yellow belt certified from the organization.
• Lean Six Sigma Green belt certified
• Advance Excel certificated from the organization.
• Leadership quality course and certified from the organization.

Conneqt Business Solutions

Work Force Management:

July 2020– March 2021

• Keeping a check on Occupancy and Time utilisation of the agents.

• Managing the everyday shrinkage and tracking attrition.
• Keeping a regular track on the Service Level of the agents and Team Leaders.
• Concocting reports like SL, CC, Sales reports for operations and Pareto for QA.
• Concocting PPT’s, dashboards for the teams (ops, Quality & Training)
Awards:
• Best WFM for the month of Oct’20 & Jan’21
Conneqt Business Solutions
Retail Assets Customer Service, Chat, SME

January 2020– July 2020

• Provide regular feedback to team member regarding the Performance of the team.
• Every week Conduct Briefings for teams Monitoring & reporting on standards & performance targets.
• Auditing the chats & emails of the team and sharing my inputs to improve the quality.
• Arranging weekly team meetings, focusing on targets & achievements.
• Implementing new initiatives.
• Praise team members and creates a positive working environment.
• Providing prompt and accurate information on individual performance to seniors.
• Preparing daily workloads for staff & co-coordinating the daily allocation of work.
• Motivating the team to achieve high standards and targets.
• Handling new client enquiries and acting as the face of the business.
• Dealing with and resolving problems and issues which arise.

Generation Next BPO Services:

Quality Analyst, Blended

November 2016 – November 2019

• Create an encouraging environment at work to inspire employees for open communications, develop
entrepreneurship skills, and inculcate a sense of team spirit and accountability among them
 • Design efficient recruitment procedures and policies to ensure recruitment of qualified and efficient
employees for the organization
• Design training sessions for the new employees and educate them on technical aspects,
communication skills, application of knowledge, problem-solving abilities, etc.
• Verify compliance of call centre activities with the prescribed rules and regulation, and take corrective
measures in case of discrepancies
• Monitor calls of representatives and ensure they are addressing customers complaints as per set
protocols.

Awards:

• Best Agent for the month of Mar’17 & Jun’17.

• Promoted as a quality in the month of Aug’17

[24]7.ai

Technical Support Executive, Chat

January 2015 – June 2016

• Having knowledge on AHT CSAT, ART, NPS and FCR.

• Effectively manage and document all work performed as part of ticket queue management
• Performs other related duties as assigned by responsible manager and/or business unit manager
• Providing key information from customer interactions to management to make business decisions
• Tolerance for repetitive work in a fast-paced, high production work environment
• Participate in activities designed to improve customer satisfaction and business performance
• Maintaining follow-up work lists as assigned by the Supervisor or Manager
• Gather data, troubleshoot, and work to provide resolutions to end users.

Awards:

• Awarded as the Best agent for the Quarter JFM’16 in [24]7.

• Nominated for the Circle of Excellence award in JFM.

Strength:

• Strong positive attitude and flexible.

• Commitment to the work.
• Good communication skills mingle with the team easily.
• Quick learner
• Optimistic and stable.

Education:

Educational Qualification Institute Percentage

Graduate Mewar University 80%

Intermediate New Era Junior College 53%

High School Christhu Jyothi Vidayalayam 70%

Technical Skills:
  Operating system: MS Office/XP/Vista/7 Basic
knowledge in trouble shootings.
 Photoshop, PageMaker, Corel Draw.
 Intermediate excel

Personal Details:

Fathers Name: M. Sunder Ratnam

Mothers Name: M. Manjula Shobha Rani
Date of Birth: 7th February 1992
Nationality: Indian
Languages Known: English, Hindi, Telugu and Tamil (understand).
Linked In: https://www.linkedin.com/in/williams-medikonduri-3ab91b1a8/

(Williams Sandeep Medikonduri)