Abishek Raj
Quality Analyst
Bangalore
Summary
A multi-skilled professional with over 14 years of experience and proven track record of managing complex issues on social media for companies in the travel & leisure domain. Hands on experience in Quality & Training, Transformation, Compensation & Benefit and Banking & Financial clients covering client servicing operations. Able to manage stakeholder expectations and willing to take full responsibility for the delivering of key service level metrics
Overview
13
13
years of professional experience
3
3
years of post-secondary education
Work History
Quality Analyst
ANI Technologies (OLA Cabs)
Bangalore
11.2021 - Current
- Performed external contact call center monitoring, evaluated and reported all agents within vendor sites.
- Actively used quality management system to compile, track and trend agent performance.
- Responsible for being objective liaison to the vendors.
- Conducted external and internal calibrations with Quality and Operations and ensured consistent scoring.
- Participated in assisting with Quality sessions and improved quality performance.
- Performing quality audits for India and International business end to end.
- Key role in vendor transitioning.
Quality Analyst
Ayka Logistics LLC
Bangalore
03.2019 - 02.2021
- Performed extensive data validations against Data Warehouse.
- Created dashboards to track the driver logins, total working hours and other key pointers.
- Performed transaction audits to process weekly payouts to the drivers.
- Validated and maintained a employee database furnishing the total working hours.
- Shared real time feedback via internal channels to drivers on the improvement areas.
- Ensured all the drivers comply with the company policies.
Online Reputation Management Expert
Treebo Hotels
Bangalore
03.2017 - 08.2018
- Manage the guest through the entire life cycle of the travel plan, from setting up CRM/Social Media listening tools such as Kapture & Vison helpdesk to channelizing the communication monitoring across different social platforms.
- Manage reservations on Grapelli Growth tool, provide guest support thought social media channels and respond to reviews across all OTA's (TripAdvisor, Booking.Com, Expedia, Goibibo & Holiday IQ Cataloguing, Listing & Managing property portfolios online.
Social Media Supervisor
ANI Technologies (Ola Cabs)
Bangalore
12.2015 - 12.2016
- Coordinated the new product and brand launch of Ola cabs Live, built social media communication channels for the brand engagement, extensively used Social Bakers, Sprinklers, Simplify360, Airwoot tools for social media monitoring and analyzing the competitor's social media interactions.
- Setting key result areas for the advisors handling social media channels and monitoring the daily social volume.
- Generate and formulate process updates and internal knowledge base for the social media team.
- Create exciting promotions, contests and original content based on the company goals. Manage social media properties such as Facebook, LinkedIn, Play store and twitter.
HR Practitioner – Compensation & Benefits
IBM INDIA
Bangalore
07.2013 - 09.2015
- Spearheaded the Corporate Club Membership process which involved interacting with premier clubs which IBM is associated with across India to assist IBM Executives to procure new memberships and ensure all transactions are in line with company policy.
- Reviewing club invoices, approving payments within the due date and preparing the monthly reconciliatory statement in compliance with Audit requirements.
- Instrumental in creating smart process flows, maps and execution patterns for the team to deliver and execute huge inputs with 100% accuracy and meet the required Service Level Agreement’s.
- Effectively manage numerous processes within the IBM India Compensation team, including Global Retention Payments, One-time payments, Promotions, Letter Generation, Hardship & Shift Allowances.
- Validating the inputs and advising the payments to the payroll team for pay-outs on monthly basis.
- Working closely with the IBM Global team to process sales commissions, bonus and other critical payments for IBM offices in Malaysia, China, Slovakia & U.S.A teams while validating the management approvals received for compensation change requests and executing manual promotions on SAP.
Client Servicing Executive
Steeple Advertising
Bangalore
08.2009 - 01.2013
- Generating leads, managing sales promotions, marketing, communication and branding for clients.
- Enhancing existing client relationship and organizing events, deliverables as required.
Sr.Customer Service Associate
WNS (AVIVA Global Services)
Bangalore
09.2006 - 01.2009
- Selling Motor Insurance policies and providing service.
- Cross trained to handle 5 different processes which include Bank Loans and Accounts.
- Monitoring & coaching the Bottom quartile to help improve customer service, sales conversion & compliance scores.
Education
Bachelor of Computer Applications - Computer Science
Vinayaka Missions University
Tamil Nadu 04.2006 - 06.2009
Skills
Quality and Training
Vendor Management
Social Media Strategy & Monitoring
Data Analysis & Report Creation
Ability to Multi-task and deliver under pressure
Negotiation and Client Relationship Management
Timeline
Quality Analyst
ANI Technologies (OLA Cabs)
11.2021 - Current
Quality Analyst
Ayka Logistics LLC
03.2019 - 02.2021
Online Reputation Management Expert
Treebo Hotels
03.2017 - 08.2018
Social Media Supervisor
ANI Technologies (Ola Cabs)
12.2015 - 12.2016
HR Practitioner – Compensation & Benefits
IBM INDIA
07.2013 - 09.2015
Client Servicing Executive
Steeple Advertising
08.2009 - 01.2013
Sr.Customer Service Associate
WNS (AVIVA Global Services)
09.2006 - 01.2009
Bachelor of Computer Applications - Computer Science
Vinayaka Missions University
04.2006 - 06.2009