GRGouda Rajeshwari
@goudarajeshwari
Experienced BPO trainer and quality analyst specializing in customer service and process improvement.
IndiaWhat I'm looking for
I am an experienced BPO professional with eight years in customer care, quality analysis, and training across leading service providers. I progressed from Customer Care Executive to Quality Analyst and then to Process Trainer roles, consistently focusing on improving customer handling and process KPIs.
As a trainer I have designed and delivered NHIP batch classes, created training content and PPTs, conducted TNI/TNA sessions, and prepared monthly knowledge reports (KRT/PKT). I also performed audits, floor support, calibration, and coordination with cross-functional teams to drive process improvements.
I bring strong communication skills, dedication to continuous learning, comprehensive problem-solving abilities, and hands-on experience with MS Office and Windows 11 to help teams achieve better service quality and operational results.
Experience
Work history, roles, and key accomplishments
TMDeliver NHIP training, update and create training content, conduct dip checks, pre/post-shift briefings, calibrations and process audits, and provide floor support while driving process KPIs.
Process Trainer
Reliance SMSL Ltd
Jan 2020 - Dec 2023 (3 years 11 months)
Conducted NHIP batch training, educated new hires on product information, ran process development sessions, produced training content and monthly KRTs, and maintained trainee records.
Process Trainer
Medi Assist Pvt Ltd
Jan 2018 - Dec 2020 (2 years 11 months)
Delivered classroom training for NHIP batches, onboarded new hires with product knowledge, conducted TNI/TNA for process improvements, and prepared training materials and monthly KRT reports.
Customer Care Executive
Hinduja Global Solutions
Jan 2016 - Dec 2018 (2 years 11 months)
Handled inbound post-paid customer queries and complaints, performed call audits after promotion to Quality Analyst, and delivered communication & customer-handling training to agents.
Education
Degrees, certifications, and relevant coursework
OUOsmania University
Master of Commerce, Commerce
2015 - 2017
Postgraduate Master of Commerce program completed between 2015 and 2017.
AMS Arts and Science College
Bachelor of Commerce, Commerce
2013 - 2015
Undergraduate Bachelor of Commerce degree completed between 2013 and 2015.
Mahabubia Junior College
Intermediate, Higher Secondary
2011 - 2013
Intermediate (higher secondary) studies completed between 2011 and 2013.
St. Joseph Girls High School
S.S.C., Secondary Education
Secondary School Certificate (S.S.C.) completed in 2010.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Job categories
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