Summary
Overview
Work History
Education
Skills
Accomplishments
Projects
Hobbies and Interests
Disclaimer
Timeline
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Aarti Rakesh Ramappa

Badlapur

Summary

Dynamic leader with a proven track record in Quality Assurance and Process Improvement, honed across roles at TATA Business Support Services Limited and other leading firms. Excelled in enhancing team collaboration and leveraging data analysis to boost operational efficiency. Elevated quality standards by mentoring teams, achieving a significant improvement in customer satisfaction and process adherence.

Overview

15
15
years of professional experience

Work History

Assistant Manager_Quality

5Paisa
07.2020 - 01.2025
  • Started as Quality Analyst, promoted to Assistant Manager within 4 years
  • Evaluated sales interactions for adherence to scripts and guidelines
  • Provided constructive feedback to sales agents on their strengths and areas needing improvement
  • Prepared detailed reports on sales performance, agent quality scores, and process adherence
  • Collaborated with product and marketing teams to resolve customer concerns
  • Managed customer support processes and streamlined pilot batch operations to enhance quality
  • Supervised team, distributed responsibilities, tracked performance and ensured timely delivery of quality reviews
  • Mentored Quality Analysts to boost skill levels and standardize evaluation processes
  • Collaborated with teams to enhance workflows, scripts, and quality metrics
  • Resolved quality escalations and disputes through effective calibration and communication

Senior Quality Analyst

Conneqt Business Solutions Limited
03.2017 - 03.2018
  • Monitored customer interactions to evaluate agent effectiveness
  • Delivered constructive feedback to agents and team leaders on strengths and development areas
  • Worked with training teams to implement measures boosting agent capability and efficiency
  • Compiled detailed performance reports and analyzed quality metrics to identify improvement trends
  • Provided actionable insights to management for strategic improvements
  • Investigated the root cause of customer complaints, escalations, or poor-quality performance
  • Analyzed trends in customer concerns and agent behavior

Quality Analyst

TATA Business Support Services Limited
01.2016 - 11.2016
  • Oversaw collection processes for Tata Motors Finance, Tata Capital and Standard Chartered Bank
  • Listened to and evaluated live or recorded customer calls to assess agents' performance
  • Checked for adherence to company standards, client-specific guidelines, and compliance requirements
  • Identified gaps in communication, product knowledge, and resolution skills
  • Ensured agents follow company policies, procedures, and regulatory compliance requirements
  • Monitored adherence to scripts, legal disclaimers, and confidentiality protocols

Customer Service Manager

TATA Business Support Services Limited
01.2014 - 03.2015
  • Managed outbound processes for customer services at Tata Motors
  • Evaluated customer calls to assess agent performance
  • Identified gaps in communication, product knowledge, and resolution skills
  • Delivered feedback to agents and team leaders on strengths and improvement areas
  • Identified training needs based on performance evaluations
  • Maintained detailed reports on agent performance, quality metrics, and trends over time

Quality Analyst

Infotek Netalia
07.2010 - 01.2012
  • Managed Vodafone Outbound Customer Support Services
  • Started as a customer support associate then promoted as Quality Analyst within 9 months
  • Monitored customer calls to ensure agent quality
  • Checked for adherence to company standards, client-specific guidelines, and compliance requirements
  • Delivered constructive feedback to agents and team leaders to enhance performance and skills
  • Conducted refresher training sessions when necessary

Education

Bcom -

Sabarmati University
Ahmedabad
01.2023

HSC -

Shri M.P.Shah junior College
Mumbai
01.2006

SSC -

Gandhi Memorial English High School
Mumbai
01.2004

Skills

  • Data analysis
  • Microsoft Excel
  • PowerPoint
  • Quality Assurance
  • Process Improvement
  • Team Collaboration
  • Leadership
  • Adaptability and flexibility

Accomplishments

  • Awarded 'Customer First': Recognized for exceptional client appreciation and commitment to delivering outstanding customer service.
  • Awarded 'EUREKA': Honored for successfully completing a critical project with excellence and innovation.
  • Awarded 'League of Extraordinary': Acknowledged for consistent performance and dedication to achieving organizational goals.
  • Awarded 'Best Performer': Recognized for outstanding performance and contribution during H2 of 2024.

Projects

Mission CIBIL Clearance, 10/01/17 - 12/31/17, 50, Led the quality team in tracking weekly CIBIL adherence metrics to evaluate process effectiveness., Organized and implemented contests to create a competitive environment, boosting team engagement and performance., The project aimed to maximize collections by effectively resolving cases related to CIBIL clearance, improving process efficiency and outcomes., Achieved a 27% increase in CIBIL clearance cases within three months, significantly enhancing the overall productivity of the process.

Hobbies and Interests

Singing

Disclaimer

I hereby declare that the above-mentioned information is correct up to my knowledge and I bear the responsibility for the correctness of the above-mentioned particulars.

Timeline

Assistant Manager_Quality

5Paisa
07.2020 - 01.2025

Senior Quality Analyst

Conneqt Business Solutions Limited
03.2017 - 03.2018

Quality Analyst

TATA Business Support Services Limited
01.2016 - 11.2016

Customer Service Manager

TATA Business Support Services Limited
01.2014 - 03.2015

Quality Analyst

Infotek Netalia
07.2010 - 01.2012

Bcom -

Sabarmati University

HSC -

Shri M.P.Shah junior College

SSC -

Gandhi Memorial English High School

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Aarti Rakesh Ramappa