Haneesha Rongala

• Provided end-to-end customer service and technical support for broadband, internet, and home phone services to UK-based
customers, ensuring first-call resolution and high customer satisfaction.
• Served as Subject Mater Expert (SME) — guided and mentored associates in resolving complex technical queries, reducing
escalations and improving team resolution efficiency.
• Performed comprehensive quality audits on customer interactions, identifying defects affecting key performance metrics and
recommending process improvements.
• Designed and delivered training sessions for new hire batches, accelerating ramp-up time and ensuring achievement of client
throughput targets.
• Managed floor operations and team supervision during Team Lead absence, maintaining workflow continuity and performance
standards.
• Participated in weekly and monthly client review meetings, presenting performance insights and contributing to SLA improvement
initiatives.
• Executed structured outbound follow-up calls to ensure complete issue resolution and improve overall customer satisfaction scores.
• Handled multiple Lines of Business (LOBs) simultaneously — NET and Credit processes — demonstrating operational flexibility and
versatility.