SQL
Deepthi Mai Pola
Business Analyst
Summary
Experienced professional with 2 years in technical support and fraud analysis, seeking a Business Analyst role at Control S. Skilled in data analysis, troubleshooting complex issues, and identifying patterns for strategic decision-making. Effective communicator able to translate customer and business needs into actionable insights. Proven track record of resolving challenges with data-driven solutions, improving processes, and supporting business growth. Excited to contribute to Control S's mission of delivering innovative solutions and optimizing operational efficiency.
Overview
4
4
years of professional experience
Work History
Technical Advisor
Concentrix
06.2024 - 02.2025
- Provided advanced technical support to clients, addressing software, hardware, and network concerns
- Helped in diagnosing technical challenges and suggested resolutions through remote troubleshooting, guiding customers through each step
- Handled escalations from frontline support representatives, ensuring swift and effective solutions to intricate issues
- Worked alongside the IT team to record and implement technical procedures, enhancing the overall efficiency of the team
- Enhanced customer satisfaction by providing precise solutions, achieving a satisfaction rating of 95%
- Cooperated with cross-functional teams to ensure prompt resolution of customer inquiries, elevating the overall customer experience
- Decreased the average time taken to resolve issues by 15% by implementing effective case management and troubleshooting strategies
- Mentored 5 new employees on technical troubleshooting methods, enhancing team productivity and support efficiency
Internship
Progistix Solutions
01.2023 - 09.2023
- Enhanced inventory accuracy by conducting regular audits and maintaining updated records.
- Contributed to process improvements by providing feedback on workflow efficiency and suggesting solutions for optimization.
- Developed organizational skills through managing multiple tasks simultaneously while adhering to strict deadlines.
- Inspected products for defects, discrepancies, or damage before packing, maintaining high standards of quality assurance.
- Collaborated with team members to meet daily production goals while maintaining a safe and organized work environment.
- Gained hands-on experience in various software programs, increasing proficiency and expanding technical skill set.
Fraud Analyst
Wipro
01.2021 - 06.2021
- Reviewed transaction data to uncover possible fraudulent behavior, safeguarding clients from financial losses
- Employed fraud detection technologies and software to observe and scrutinize suspicious activities in real-time
- Performed in-depth investigations of identified accounts, recording results and offering suggestions to reduce risk
- Worked collaboratively with various teams, including legal, compliance, and customer support, to tackle fraud incidents
- Delivered detailed reports and data analyses to senior management, aiding in the enhancement of fraud detection methods
- Enhanced fraud detection methods by recommending system enhancements and offering practical insights derived from case evaluations
- Earned acknowledgment for achieving a 99% accuracy rate in distinguishing between genuine transactions and fraudulent transactions
Education
PGDM - Supply Chain Management
Northern College of Pures & Technology
Toronto, Canada 04.2001 -
BBA -
Avinash College of Commerce
Hyderabad, India 04.2001 -
Skills
- Fraud Detection Software
- CRM Tools
- Remote Troubleshooting Tools
- Microsoft Office Suite
- Windows
- Mac OS
- Technical Support
- Data Analysis
- Customer support
- SQL
- Basic Networking
- Troubleshooting
- Python
- HTML/CSS
- Tableau
Software
Python
Data Visualization
CRM
Accomplishments
- Decreased the average time taken to resolve issues by 15% by implementing effective case management and troubleshooting strategies.
- Mentored 5 new employees on technical troubleshooting methods, enhancing team productivity and support efficiency.
- Enhanced fraud detection methods by recommending system enhancements and offering practical insights derived from case evaluations.
- Earned acknowledgment for achieving a 99% accuracy rate in distinguishing between genuine transactions and fraudulent transactions.
Timeline
Technical Advisor
Concentrix
06.2024 - 02.2025
Internship
Progistix Solutions
01.2023 - 09.2023
Fraud Analyst
Wipro
01.2021 - 06.2021
PGDM - Supply Chain Management
Northern College of Pures & Technology
04.2001 -
BBA -
Avinash College of Commerce
04.2001 -
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