BHANUPRIYA RANGARAJ
Quality Analyst- Expert - Yellow Belt
Chennai
Summary
Have over 9+ years’ experience in Customer Service department. Has taken key role in improving customer experience through the following tactics: mentoring, directing, supervising overall functions and staff of customer service operation, handling top-notch professional support services, providing personal interaction, and resolving varied client inquires and complex issues. Skilled in process evaluation, Customer journey mapping, Customer journey simplification, digital transformation of business process
Overview
10
10
years of professional experience
3
3
years of post-secondary education
Work History
Deputy Manager- Customer Experience
TVS Credit Services
12.2021 - Current
- Understanding customer expectations and ensure the service levels are met as per company policy and standards.
- Develop Quality Control Process
- Should be capable to set and design Quality Parameters for Call and Email audits as per suitable quality standards.
- Frequent call calibration and barging session to be done and provide trend data to the site management team
- Conduct frequent quality sessions with the team and share feedback on the errors and improvisation to be done for betterment
- Monitor non voice process to ensure Service quality is adhered
- Participate in customer and client listening programs and identifies customer expectations and needs.
- Provide actionable data to the various internal support groups as and when needed.
- Responsible to manage the day to day audit flow operations are done
- Developed strong relationships with stakeholders to facilitate smooth communication and project completion.
- Increased customer satisfaction levels by developing targeted strategies to address client concerns effectively.
- To provide feedback's to the team leader and managers
Responsible to prepare and analyze internal and external quality audits reports submission for weekly / monthly reviews - Improving Net Promoter Score (NPS) from -13 to +78
Deputy Manager - Customer care
Aditya Birla Capital – Stocks & Securities
11.2014 - 12.2021
- To lead and manage the team who is responsible for providing superlative customer service received through branches and direct customer interactions
- Timely effective service and management of all request / complaints received across all channels managed within pre-defined turn-around times ensuring quality benchmarks are kept intact.
- Improved team efficiency by streamlining processes and implementing innovative management strategies.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Managed senior-level personnel working in marketing and sales capacities.
- Launched quality assurance practices for each phase of development
Education
BFM (Comp Science) -
MUMBAI UNIVERSITY
Mumbai, Maharashtra 01.2010 - 04.2013
Skills
Dealing with customers and clients in a courteous, professional and diplomatic manner
Establishing and maintaining positive customer relationships
Able to adapt tone, language and style for different customers and situations
Able to handle complaints, aggressive customers and difficult situations
Visiting important accounts and clients to maintain good relations
Effectively presenting information
Building up effective customer service teams
Root-cause analysis
Able to handle unreasonable expectations
Customer Service Management
Customer Engagement Desk
Customer Satisfaction Enhancement
Front-End Supervision
Teambuilding & Training
Operations Management
Accomplishments
- Nominated for “Promising Star” category for Aditya Birla Capital Day Awards 2021
- Certified Six Sigma Yellow Belt
- Won the ABFSG Kaizen competition for 2014 and 2016
- Implemented Kaizen projects in ABM
Personal Information
- Age: 29 years
- Date of Birth: 10/31/1992
- Nationality: Indian
Languages
English
Hindi
Marathi
Tamil
Timeline
Deputy Manager- Customer Experience
TVS Credit Services
12.2021 - Current
Deputy Manager - Customer care
Aditya Birla Capital – Stocks & Securities
11.2014 - 12.2021
BFM (Comp Science) -
MUMBAI UNIVERSITY
01.2010 - 04.2013
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