Trishalla Malla

Experience

1. Operational Specialist

   IntouchCX

   Aug 2023 — Present · Hyderabad, IN

   Serve as the primary point of contact, providing expert-level support and insights to ensure client satisfaction and operational excellence. Providing high-level support in Quality and the product.Conduct detailed analysis of customer interactions and feedback to identify trends, areas for improvement, and actionable solutions.Develop and deliver training programs for new and existing team members, focusing on client-specific procedures and quality standards.Monitor and evaluate team performance through KPIs and quality metrics, implementing corrective actions to address performance gaps.Act as a liaison between the client and internal teams to resolve complex issues and escalate critical matters as needed.Led a team of eSupport agents, offering guidance and support to ensure adherence to quality standards and performance objectives.Provide specialized knowledge and process improvement guidance on Angi-specific processes, products, and services to both internal teams and clients.Delivered required Quality Assurance and performance metrics to ensure compliance with quality standards and client expectations. Provided expert guidance and issue resolution to client issues promptly escalating when necessary to ensure swift and satisfactory resolution.Escalating, reporting and analyzing all the support data to identify trends, common issues, and areas for improvement.

Education

• Osmania University, Hyderabad

  Bachelor of Business Administration - BBA

  2016 — 2019