Karuna Sri Kolanu
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Life doesn’t always go quite as expected. When Karuna got married and came to U.S. with her husband from India, where he was working at that time, they were excited about the possibilities. After staying home with her kids for nearly 10 years, Karuna, a former SAP (Systems, Applications and Products) specialist, was ready to get back into the workforce. When she stumbled on a work-from-home opportunity with SYKESHome, she was over the moon. Here was a chance to be home with her 1-year-old while still flexing her work muscle. Then, shortly after starting the job, her father passed away unexpectedly. Devastated, Karuna took three months off to be with her mother in India. She didn’t expect SYKES to wait for her, let alone rehire her. But they did. “Because of this, I will always be emotionally attached to SYKES,” she said. “They welcomed me back and I will always have that in my mind.”

Today, Karuna is a rock star Quality Assurance (QA) rep. “Karuna came back from leave and picked back up where she left off,” says Cindy Medrano, her Account Manager. “She took our QA per hour to new heights.”

What do you do?

I provide customer service by phone and chat to our healthcare client’s customers, and I also support quality assurance.

What’s a typical day at SYKESHome like?
The first three hours of each day I spend handling customer support calls, then I have lunch. After lunch, I spend about two hours in chat support. In the afternoon, I spend a couple of hours monitoring calls for quality assurance and sharing feedback with my team. I love that I’m here when my oldest gets home from school!

What’s the best part about working with SYKESHome?

Other than working from home and getting to be with my kids, I like to help people. I especially like taking member and provider calls. Since taking on quality assurance, I’ve learned so much about how different agents approach different situations, and it has helped me become a better agent. As a customer service representative, I was only seeing one side. This gives me a different perspective.

What accomplishment are you most proud of at work?
First, after staying home for almost 10 years, SYKES gave me an opportunity and gave me back my confidence. From the beginning, my trainer told me that there would always be opportunities to excel here. They proved this when they offered me the opportunity to work in quality assurance. Most recently I’m proud to have scored a 100 out of 100 on my calls.

What are your hobbies outside of work?
Cooking and gardening. We have a small patio in our condo and I love to do some garden work. I’m a bit of a homebody!

What would your superpower be?
Live in the moment by forgetting all bitter memories

What did you want to be when you were a kid?
An engineer

Which app can you not live without?
Gmail to stay in touch with my mom back in India

What show are you currently binge-watching?
NCIS

Where do you hope to be in five years?
Still with SYKES, hopefully in a full-time role!

 

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