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Hemanth Hiremath

Graduate Student with Stupendous Passion for Educating, Teaching, Learning and Training.

Birmingham

4+ years of work experience

BT Group
Nov 20241 yr 2 mosDec 2025

Examined customer interactions on billing, escalations on bills and payments, broadband, and payment queries; achieved 70% positive outcomes in terms of client’s satisfaction. Re-contracted broadband, landline, and TV packages, contributing a 40% increase in customer lifetime value for the business. Delivered personalized solutions resulting in a 20% increase in Full-Fibre contract conversions. Mentored and supervised new team members through floor-walking — covering process training, motivation, and quality standards. Recognised as EE Advisor of the Month for Nov 2024 and Dec 2025.
BT Group
Jan 20241 yr 11 mosNov 2025

Birmingham, England, United Kingdom

• Handling incoming calls regarding customer accounts - analysing bills and payments, whilst building rapport to resolve their queries. • Performing the functions of taking the payments, setting up Payment Arrangement / plans, Manual reconnection of the internet services with extensions for payments and explanation of part rental charges – 70% satisfaction in the outcomes of the calls. • Floor walking for the new team members – Training and motivation as well as supervising the operations and efficiency of the new team members and guiding them to the right process and flow. • Participating in 40+ calls daily for approaching customer’s issues through re-contracting the Broadband, Landline and / or TV package as per the need – increase in 40% value to the company • Delivering personalized solutions to every customer – 20% increase in Full-Fibre contracts. • Promoting and actively pitching EE Mobile Sim cards – contributing a 10% increase to overall value.
The Contact Company (Agency of BT Group)
Jan 202410 mosOct 2024

Evaluated customer concerns for re-contracting BT broadband, landline, and TV packages — contributing a 40% value increase. Actively pitched EE Mobile SIM cards, adding 10% incremental revenue; named EE Advisor of the Month for 8 consecutive months. Drove 20% increase in Full-Fibre contracts through personalized customer consultations and needs-based solution delivery.
Great Learning
Apr 20225 mosAug 2022

Bengaluru, Karnataka, India

 Participates in design of call and performing call monitoring as per the monitoring formats & quality standards and provides trend data to management team.  Compiling and tracking performance at the team and individual level by making use of Quality Monitoring Data Management.  Monitoring Inside Sales email responses.  Participating in customer listening programs to identify customer needs and expectations.  Provides actionable data to various internal support groups as needed.  Coordinates and facilitates call calibration sessions for staff.  Provides feedback to team leaders and managers help them to sync better within the team  Preparing and analyzing internal and external quality reports for management staff review as well as PIP calibration sessions.
Great Learning
Apr 20225 mosAug 2022

Managed QA projects in collaboration with business stakeholders; designed call monitoring formats that improved script adherence by 30%. Tracked and analysed team-level performance using Quality Monitoring Data Management tools, improving call efficiency by 25%. Prepared and presented internal and external quality reports for senior management review and PIP calibration sessions. Delivered structured QA interventions that reduced Fatal errors by 40% and Zero Tolerance Policy breaches by 65%.
WhiteHat Jr
Jun 20201 yr 11 mosApr 2022

Mumbai, Maharashtra, India

• Teacher Screening - Conducting 10 video interviews per day to shortlist candidates that meet the minimum requirements and equipped to deliver live sessions. • Identifying the training needs - content related or behavioral - and train teachers to deliver excellence classroom experience to students – 40% improvement in Teacher’s efficiency and 15 mins reduction in completion of every session. • Up-skilling the current set of teachers to become better teachers and mentors through continuous training and coaching – Leading to 25% upswing of Trial conversion rate for the teachers. • Auditing the Live Sessions - Ensuring the Quality check is done for all aspects of the Session and making sure that the expected Standards are met – 20% improvement in Teacher’s performance.
OSI Group
Aug 20195 mosDec 2019

Chicago, Illinois, United States

• Assuring Production Quality by developing and enforcing Good Manufacturing Practice (GMP) to 100% consistency. • Performing Pre-op Inspection of the facility before production start-up as well as inspecting the production equipment for condensation, cleanliness and rust – increasing the production rate by 25%. • Conducting 10 different Sample Analysis using a variety of lab testing equipment. • Performing various Audits including, but not limited to, temperature on outbound product, pest activity, plant conditions, product packaging counts and GMP’s. • Interpreting and recording all the tests performed; documenting the results in accordance with established processes and procedures – 30% improvement in incident management. • Reduction of surplus data in the Database by 75% by verifying the Certificate of Analysis (COA) of the new incoming products / goods.

Education

University of Liverpool

M Sc, Project Management

University of Liverpool

20221 yr2023
Indira Gandhi National Open University

Master of Arts, History

Indira Gandhi National Open University

20201 yr2021

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Headline

Graduate Student with Stupendous Passion for Educating, Teaching, Learning and Training.

About

I find Great People and find them Great Careers. This all starts with a conversation. Along the way, we will find out together - the Core Values, Personal Aspirations and next Career move. And if we don't, we will keep the conversation going, because in the course of time, I want to get them there. I'm a data - driven and insightful Trainer and an Analyst, who is passionate about growing Teams and Dreams. Over the course of years, I've grown my skills in Quality system, Full-Cycle Recruiting, Project Management, Data Analytics as well as Sales and Marketing. My joy has been identifying top-performing professionals with the right career move in / as - Educator / Instructor, Sales, Management, Marketing, and more. When I'm not recruiting or pivoting the tables, I'm improving my old recipe, watching several series online, listening to biographies on Audibles, hanging out with the Wife and Volunteering for the Community services.

Location

Birmingham

Work experience

Service Analyst at BT Group, Nov 2024 - Dec 2025 · 1 yr 2 mos, Examined customer interactions on billing, escalations on bills and payments, broadband, and payment queries; achieved 70% positive outcomes in terms of client’s satisfaction. Re-contracted broadband, landline, and TV packages, contributing a 40% increase in customer lifetime value for the business. Delivered personalized solutions resulting in a 20% increase in Full-Fibre contract conversions. Mentored and supervised new team members through floor-walking — covering process training, motivation, and quality standards. Recognised as EE Advisor of the Month for Nov 2024 and Dec 2025.

Service Guide at BT Group, Jan 2024 - Nov 2025 · 1 yr 11 mos, Birmingham, England, United Kingdom, • Handling incoming calls regarding customer accounts - analysing bills and payments, whilst building rapport to resolve their queries. • Performing the functions of taking the payments, setting up Payment Arrangement / plans, Manual reconnection of the internet services with extensions for payments and explanation of part rental charges – 70% satisfaction in the outcomes of the calls. • Floor walking for the new team members – Training and motivation as well as supervising the operations and efficiency of the new team members and guiding them to the right process and flow. • Participating in 40+ calls daily for approaching customer’s issues through re-contracting the Broadband, Landline and / or TV package as per the need – increase in 40% value to the company • Delivering personalized solutions to every customer – 20% increase in Full-Fibre contracts. • Promoting and actively pitching EE Mobile Sim cards – contributing a 10% increase to overall value.

Service Analyst at The Contact Company (Agency of BT Group), Jan 2024 - Oct 2024 · 10 mos, Evaluated customer concerns for re-contracting BT broadband, landline, and TV packages — contributing a 40% value increase. Actively pitched EE Mobile SIM cards, adding 10% incremental revenue; named EE Advisor of the Month for 8 consecutive months. Drove 20% increase in Full-Fibre contracts through personalized customer consultations and needs-based solution delivery.

Quality Analyst Manager at Great Learning, Apr 2022 - Aug 2022 · 5 mos, Bengaluru, Karnataka, India,  Participates in design of call and performing call monitoring as per the monitoring formats & quality standards and provides trend data to management team.  Compiling and tracking performance at the team and individual level by making use of Quality Monitoring Data Management.  Monitoring Inside Sales email responses.  Participating in customer listening programs to identify customer needs and expectations.  Provides actionable data to various internal support groups as needed.  Coordinates and facilitates call calibration sessions for staff.  Provides feedback to team leaders and managers help them to sync better within the team  Preparing and analyzing internal and external quality reports for management staff review as well as PIP calibration sessions.

Senior Quality Analyst at Great Learning, Apr 2022 - Aug 2022 · 5 mos, Managed QA projects in collaboration with business stakeholders; designed call monitoring formats that improved script adherence by 30%. Tracked and analysed team-level performance using Quality Monitoring Data Management tools, improving call efficiency by 25%. Prepared and presented internal and external quality reports for senior management review and PIP calibration sessions. Delivered structured QA interventions that reduced Fatal errors by 40% and Zero Tolerance Policy breaches by 65%.

Manager at WhiteHat Jr, Jun 2020 - Apr 2022 · 1 yr 11 mos, Mumbai, Maharashtra, India, • Teacher Screening - Conducting 10 video interviews per day to shortlist candidates that meet the minimum requirements and equipped to deliver live sessions. • Identifying the training needs - content related or behavioral - and train teachers to deliver excellence classroom experience to students – 40% improvement in Teacher’s efficiency and 15 mins reduction in completion of every session. • Up-skilling the current set of teachers to become better teachers and mentors through continuous training and coaching – Leading to 25% upswing of Trial conversion rate for the teachers. • Auditing the Live Sessions - Ensuring the Quality check is done for all aspects of the Session and making sure that the expected Standards are met – 20% improvement in Teacher’s performance.

Quality Assurance Analyst at OSI Group, Aug 2019 - Dec 2019 · 5 mos, Chicago, Illinois, United States, • Assuring Production Quality by developing and enforcing Good Manufacturing Practice (GMP) to 100% consistency. • Performing Pre-op Inspection of the facility before production start-up as well as inspecting the production equipment for condensation, cleanliness and rust – increasing the production rate by 25%. • Conducting 10 different Sample Analysis using a variety of lab testing equipment. • Performing various Audits including, but not limited to, temperature on outbound product, pest activity, plant conditions, product packaging counts and GMP’s. • Interpreting and recording all the tests performed; documenting the results in accordance with established processes and procedures – 30% improvement in incident management. • Reduction of surplus data in the Database by 75% by verifying the Certificate of Analysis (COA) of the new incoming products / goods.

Education

M Sc, Project Management, University of Liverpool

Master of Arts, History, Indira Gandhi National Open University