Abdul Rahim

• Ugrocol Solutions migrated to In2talk Company, Conducting chats, calls, and KYC audits and inspections of processes and services to identify areas for improvement and ensure adherence to quality standards
• Collaborating with cross-functional teams to meet quality requirements
• Conducting
• ACPT (Accessibility Conformance Process and Testing) analysis to identify improvement areas and propose accessibility solutions
• Sending TNI (Training Needs Improvement) observation reports to the trainer every month
• Internally calibrating with the Team Leader (TL), trainer, and QAs to check for variance
• If it exceeds 5%, recalibration is conducted
• Every month, the team report is shared with the respective team leader, and biweekly separate reports are shared with the agents, highlighting their mistakes for improvement
• Making presentations and providing on-the-job (OJT) training for new employees (newbies)
• Providing training and guidance to team members on quality assurance processes and procedures
• Creating Hindi/English SOP or script when there were any changes in the process
• Following a feedback mechanism while giving feedback to agents
• Leading and facilitating continuous improvement initiatives to increase quality and efficiency across the organization
• Monitor quality performance (Equal distribution of audits, Feedback’s adequacy &
• Accuracy of audits, etc.)
• Daily, weekly, and monthly quality performance reports
• Root cause analysis (RCA) for C-sat/D-sat analysis
• Ensure adherence to the quality framework
• Conduct call listening sessions with respective functions and share action plans for the fixture of people-related opportunities
• Tagging analysis

• Adept in using support platforms such as Zendesk and Freshdesk, efficiently managing and prioritizing support tickets, documenting issues, and providing comprehensive solutions
• Approached problems with logical thinking and a strategic mindset, considering intricate details and broader contexts to deliver comprehensive and effective solutions
• Exhibited exceptional time management and multi-tasking abilities, handling multiple customer inquiries simultaneously while maintaining high service quality standards.

• Provide support and guidance to customers, helping them understand offers and facilitating the purchase of the plus subscription
• Manage escalated customer inquiries through chats, calls, and emails, ensuring prompt resolution
• Organize engaging events and workshops tailored for educator customers
• Onboard and mentor new team members, ensuring proper training and support.

• Assist walk-in clients in furniture purchase decisions and convert them to sales
• Increased revenue by over 13 crores in the current year through cross-selling
• Handle social media escalations, manage customer reviews and contributed to improving

Client Engagement & Decision Support: Assisted USA clients in making informed decisions for higher education, fostering loyalty and trust. Solution-Oriented Sales: Excelled in identifying client needs, articulating product benefits, and delivering tailored solutions, driving sales growth. Relationship Building: Established enduring client relationships, ensuring a positive customer experience and generating repeat business. Problem Resolution: Demonstrated strong problem-solving skills, resolving issues promptly to enhance client satisfaction and sales performance.