sugandhi bhavya devasitham

I am a results-oriented professional with a strong foundation in quality analysis and customer support. My career has been marked by a focus on enhancing customer experience through the development of robust training programs, quality assurance procedures, and proactive problem-solving. I thrive in environments that promote collaboration and strategic alignment to deliver exceptional service outcomes.

During my tenure as a Quality Analyst at Flipkart Internet Pvt Ltd, I conducted detailed analyses of call quality scores to identify areas for improvement and developed training materials to enhance compliance standards among agents. I collaborated with team leads to drive continuous improvement in call quality metrics and implemented quality monitoring protocols to ensure consistency in service delivery. My leadership in managing the call quality program has provided strategic feedback and oversight, ensuring adherence to industry standards.

Prior to that, as a Senior Customer Support Specialist at Mphasis, I resolved complex customer issues with efficiency and professionalism, trained junior staff, and built strong collaborative relationships with business partners. My ability to analyze customer feedback and recommend improvements has been instrumental in streamlining customer service processes and enhancing overall satisfaction.