AJITH KUMAR B M
Quality Analyst - Customer Support
Chennai
Summary
To work in a challenging environment that gives me skills develops my strengths and helps to keep me updated, encourages continuous learning, creativity, and innovation, provides exposure to new ideas, and re-engineering skills, and stimulates personal and professional growth. Ambitious individual with a track record of dependability and leadership. Knowledgeable in QA methodology with a proven history of reducing errors to increase quality. Proficient in preparing test cases, plans, and scripts. Dedicated to analyzing and resolving defects.
Overview
7
7
years of professional experience
Work History
Quality Analyst - Customer Support Lead
Freshworks
Chennai
01.2023 - Current
- As a leader of a diverse team managing various product channels, my role involves facilitating customer interactions and support. I focus on continuous process improvement through analysis, stability assessments, and workshops to generate innovative ideas. Conducting audits on Tickets, Chats, Calls, Sales, and Escalations helps gauge customer satisfaction and identify agent-related issues.
- Handling ad-hoc Root Cause Analysis for Customer Escalations is a priority. Daily communication with management covers productivity, quality, availability, and MIS indicators. Brainstorming sessions with agents aim at refining communication strategies.
- Providing daily feedback fosters continuous improvements, supported by documentation of quality assurance procedures. Collaborating on training initiatives enhances processes and maintains a high standard of quality.
QUALITY ANALYST - (CAO Utility Monitoring)
Citicorp Services Private Limited
Chennai
01.2022 - 01.2022
- Conducting thorough Quality Analysis for Consumer and Commercial Accounts reviews in the US and Canada, I scrutinize agent modifications. Using a Sampling Method, I assess risks in customer service operations related to data correction, updates, deletions, and KYC/AML information. Ensuring zero percentage errors in audits, I contribute to re-engineering ideas for process enhancements.
- Upholding compliance and ethical standards, I communicate daily with management on productivity, quality, and MIS indicators. Additionally, I collaborate on Lean and process improvement projects, providing regular quality metric updates to team leadership.
- Documenting and maintaining quality assurance procedures, I contribute to safeguarding Citigroup's reputation and assets while promoting operational excellence.
Ops Support Chat Officer
Citicorp Services Private Limited
Chennai
01.2020 - 01.2022
- I ensured seamless Live chat query resolution via the browser website and mobile app. Focused on positive service, I engaged customers, resolved issues to build trust and collected surveys for continuous improvement.
- Managing Net Promoter Score (NPS), Customer Satisfaction (RSAT), and Resolution Rate (RR), I showcased the team's efficiency. Addressing complaints, I escalated process gaps to management, while handling customer disputes.
- Proactively capturing feedback, I provided ideas for process improvements to enhance the overall customer experience. My role involved resolving inquiries, supervising escalations, and delivering efficient customer service for Citi's clients, supported by detailed narrative reports for investigations.
Catalog Associate
Amazon Development Centre
Chennai
03.2017 - 12.2019
- Onboarding to the Andon Cord team for product returns, I specialized in addressing issues like defective, damaged, or misleading products. Categorizing problems into Defective, Damage, and Misleading Andon Cords, I managed the Softlines category, undergoing training, and overseeing SOP standardization and root cause analysis.
- Taking ownership of communication with stakeholders, metric maintenance, and weekly reviews, I ensured excellent productivity and quality scores. Proactively identifying projects, I conducted a brand cleanup, collaborating with vendors and retail teams to mitigate issues contributing to Andon Cord inflow.
- My initiatives successfully stopped the influx of Andon Cords for identified brands, showcasing a holistic approach to process improvement and issue resolution in the product returns domain.
Education
Master of Business Administration in Marketing -
Pondicherry university - Loyola College (PULC), Chennai
B.Sc. Computer Science - undefined
Loyola College, Chennai
Higher Secondary - undefined
Vijayanta Model Higher Secondary School, Avadi
SSC state Board - undefined
Ordnance Clothing Factory School, Avadi
Skills
Team Management
Quality Improvement
Problem Solving
Customer Support
Escalation Support
Root Cause Analysis
Accomplishments
Received “Hall of Fame “Award for the Best Chat of the Quarter.
Received “Gold, Silver, Bronze and Copper “Award where Gold was awarded for 2 quarters.
Received “Develop Others”, “Process Champion “, “Success Champ” and Citi Applause Awards.
Received Rewards & Recognition Awards for “Extra Mile”,
Received Rewards & Recognition Awards for “Customer Obsession”
Received Rewards & Recognition Awards for “First among Equals”
Received "APEX OF QPEX" award in the Q2 2023.
Timeline
Quality Analyst - Customer Support Lead
Freshworks
01.2023 - Current
QUALITY ANALYST - (CAO Utility Monitoring)
Citicorp Services Private Limited
01.2022 - 01.2022
Ops Support Chat Officer
Citicorp Services Private Limited
01.2020 - 01.2022
Catalog Associate
Amazon Development Centre
03.2017 - 12.2019
Master of Business Administration in Marketing -
Pondicherry university - Loyola College (PULC), Chennai
B.Sc. Computer Science - undefined
Loyola College, Chennai
Higher Secondary - undefined
Vijayanta Model Higher Secondary School, Avadi
SSC state Board - undefined
Ordnance Clothing Factory School, Avadi