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Sasi Vaddipalli

@sasivaddipalli

Operations professional at Concentrix Daksh Services India Pvt. Ltd. who supervised a 90-member team and built Excel and Power BI performance dashboards.

India

Message

At Concentrix Daksh Services India Pvt. Ltd., I supervised a 90-member line of business, monitored operational metrics and SLA adherence, and handled complex client escalations through resolution.

I also generated performance dashboards and MIS reports using Excel and Power BI, and delivered process training. Earlier, I supported HDFC Life Insurance customers and managed Axis Bank credit card and loan inquiries.

Experience

Work history, roles, and key accomplishments

Subject Matter Expert (SME)

Concentrix Daksh Services India Pvt. Ltd.

Apr 2022 - Feb 2025 (2 years 10 months)

Directed and supervised a 90-member line of business, managing daily operational metrics, shrinkage, attrition, and SLA adherence. Resolved complex client escalations, generated performance dashboards using Excel and Power BI, and delivered process training.

Team Leadership Escalation Management Excel Power BI SLA KPI Monitoring Operations Management Data Reporting Process Training Mentorship

Lead Support

Concentrix Daksh Services India Pvt. Ltd.

Mar 2020 - Mar 2022 (2 years)

Addressed and resolved high-priority customer inquiries and escalated service requests for HDFC Life Insurance via email and web chat. Conducted case reviews, mentored new hires, and maintained quality scores above 90%.

Customer Service Escalation Handling Quality Assurance Mentorship Email Support Online Chat Support

Senior Advisor

Concentrix Daksh Services India Pvt. Ltd.

Jun 2018 - Mar 2020 (1 year 9 months)

Managed inbound and outbound call queues for Axis Bank's credit card and loan portfolio, resolving sales inquiries and application follow-ups. Consistently met 100% of monthly sales targets and achieved a 90% delivery rate.

Inbound Calls Outbound Calls Sales Customer Satisfaction Credit Card Sales Loan Processing