SANGEETHA.

R
# 1, 10th B cross, Kaveri nagar,
K.H.B main road, R.T. Nagar Post E-Mail - Sangeethavva09@gmail.com
Bangalore – 560032 Mob No: +91 9611757872

OBJECTIVE:
A highly motivated, hard working professional with over 8 years of experience in Quality Assurance &
Operations departments. Seeking managerial assignments in operations with an Organization for the experience
and skills which I have gained over the years from different roles and responsibilities.

Educational Qualification:

B.A. [2004 - 2007], Bangalore University, KSEEB

12th in PCBH [2002 - 2004] from Baldwin Women’s Methodist College, KSEEB
S.S.L.C/Matriculation [2002] from Patel Public School, KSEEB

WORK EXPERIENCE

1. Organization - Celtycs Outsourcing Services Pvt. Ltd., Bangalore

Department/Process - Make My Trip & Flipkart

Designation - Quality Team Leader
Duration - Dec 2020 to Till Date
Roles & Responsibilities
• Handling a team of 15 Qa's
• Preparation of RCA (Root Cause Analysis) report and circulating the same to QA.
• Preparation of Monthly & and Weekly reports.
• Preparation of Daily Pending status report and sending it to QA before EOD.
• Training and clarifying the doubts of the New Joiners in the team.
• Responding to Internal emails and queries.
• Identify agent training needs
• Certification of agents and supervisory staff
• Calibrating partners on weekly basis (internal and external)
• Conduction PKT activity (Internal)

2. Organization - Celtycs Outsourcing Services Pvt. Ltd., Bangalore

Department/Process - Urban Clap, Dell, Ask Me Bazaar,

Designation - Freelancer Associate
Duration - July 2015 to August 2018

• Customer experience survey for Urban Clap.

• Service executive at customer location survey for Dell.
• Dell IT executive survey at DELL system installed companies.
• Customer experience from booking to product delivery survey for Ask me Bazaar.
3. Organization - Celtycs Outsourcing Services Pvt. Ltd., Bangalore

Department/Process - Make My Trip (C-SAT)

Designation - Quality Team Leader
Duration - Sep 2011 to April 2013
Roles & Responsibilities
• Re-auditing the audits of auditors.
• Accountable for high quality deliverables in a timely manner.
• Operational Management: Managing the floor, adherence to schedule.
• Coaching and feedback, responsibility for delivery of the defined client experience in every call.
• Motivation, leadership for a team of 30 and developing future leaders.
• Preparation of all standard Documents.
• Recommendations for product and process development based on client feedback and analysis of the same.
• Receive & Update Internal Indents and reports.
• Calibration with the Partners and auditors.
• Sending Daily, Weekly and Monthly Report.
• Preparing Daily, Weekly and Monthly RCA.
• Performance Improvement Program on Weekly and Monthly bases.

4. Organization - Allsec technologies Pvt. Ltd., Bangalore

Department/Process - TATA Docomo

Designation - Quality Analyst
Duration - August 2009 to March 2011
Roles & Responsibilities
• Auditing the calls for TATA Docomo
• Preparation of all standard Documents
• Receive & Update Internal Indents and reports
• Calibration with the Partner
• Preparing Daily, Weekly and Monthly RCA
• Performance Important Program on Weekly and Monthly bases
• Following up the coordinators complaint
• Preparing team performance presentation
• DIP checks, Product update & online barging

5. Organization - Magus Customer dialog, Bangalore

Department/Process - World Space Satellite Radio

Designation - Quality Analyst
Duration - June 2007 to June 2009
Roles & Responsibilities
• Responsible for the performance of the Customer Service & Correspondence teams across Bangalore.
• To ensure uninterrupted services to all World Space Customers
• Ensuring Systems and Procedures are strictly complied with & to also provide inputs for possible
improvements in the service.
• To ensure quality service delivery and meeting SLA’s by proper monitoring.
• To monitor, on a daily basis, the performance of each Process, the resources deployed their adequacy,
efficiency and optimal utilization.
• To identify gaps in staffing, quality & training.
• To conduct audits to ensure all processes are being adhered to
• To co ordinate with all departments to ensure First Time resolutions.

PERSONAL DETAILS

Full Name - Sangeetha R

Husband’s Name - Vishwanath Vijay Anand
DOB - 09-04-1986
Sex - Female
Marital Status - Married
Nationality - Indian
Languages Known - English, Kannada, Tamil, Hindi and Marathi.

Declaration:

I hereby declare that above written particulars are true to the best of my knowledge and belief.

Date -
Place - Bangalore Sangeetha. R