Prameela Kumari

Processed warranty claims, verified coverage, and ensured all required documentation was present. Communicated with customers to provide updates on claim status, resolve issues, and ensure satisfaction.

Worked as a Quality Analyst for English, Telugu, Kannada & Tamil languages, managing teams and deliverables in the absence of a Manager. Conducted monthly calibration sessions with Call Center Team Leaders to develop scoring consistency and best practices.

Monitored all Inbound and Outbound calls to ensure Client standards were maintained, and reviewed evaluations, prepared Performance evaluations & Call handling procedures. Provided training and coaching for new joiners regarding quality parameters.

Audited calls for English, Telugu, Kannada, Tamil & Malayalam languages to evaluate recorded customer interactions against dimensions of customer experience, business process, and regulatory compliance requirements. Analyzed customer experience data and feedback to identify drivers of satisfaction and dissatisfaction.

Supported major clients like Snapdeal & TATA Docomo for the entire South Region of India. Called customers daily to convince them to take new postpaid connections.

Worked as a Team Member supporting Metlife India Insurance Company for the South Region of India. Called customers daily to remind and intimate them to make payment of insurance premiums due.

Grade: 73%

Completed a Master of Science in Information Systems, achieving a 73% grade. The program focused on advanced topics in information technology and systems management.

Grade: 60%

Obtained a Bachelor of Computer Applications from Nagarjuna University with a 60% grade. This degree provided a foundational understanding of computer applications and programming.