Charush Ramesh Ramteke
Panvel (Navi Mumbai)
Summary
Dynamic Customer Service Quality Analyst with over 7 years of experience in enhancing customer interactions and elevating service standards. Expertise in quality auditing and performance analysis, leveraging strong analytical and problem-solving skills to identify and address performance gaps. Proven ability to collaborate with cross-functional teams to implement quality improvement initiatives that significantly enhance the customer experience. Adept at managing time effectively to prioritize tasks and meet multiple deadlines in fast-paced environments. Committed to fostering a positive team atmosphere while providing constructive feedback and coaching to drive continuous improvement in service delivery.
Overview
7
7
years of professional experience
Work History
International Travel Sales Officer
Cox & Kings
09.2018 - 01.2019
- International Travel Sales Officer with experience in selling global travel packages, building client relationships, and achieving sales targets while delivering excellent customer service.
Customer Service Associate
Carwale
Mumbai
01.2019 - 09.2020
- Renault: Supported customers by scheduling test drives, providing in-depth information on vehicle features, specifications, and performance, and highlighting promotional offers to enhance customer engagement and drive sales.
• Royal Enfield: Engaged with clients by arranging test rides, delivering detailed insights into motorcycle models, customization options, and benefits, while promoting seasonal discounts to boost customer interest and satisfaction.
• TVS Bikes (Pilot Process): Facilitated test ride arrangements, educated customers on bike specifications and unique features, and communicated special offers to support informed purchasing decisions and improve sales outcomes.
Social Media Executive
PharmEasy
Mumbai
09.2020 - 02.2022
- Initially provided exceptional customer support via chat, resolving inquiries efficiently.
- Promoted to Social Media Executive, managing platforms including Twitter, Facebook, and LinkedIn.
- Handled escalations, collaborated with operations teams and stakeholders to address customer issues, and enhanced brand engagement.
Quality Analyst and Team Lead
Apertum Online
10.2023 - Current
- Conduct comprehensive audits of customer interactions across chat and email channels to ensure alignment with quality standards.
- Leverage data analytics to identify performance gaps, recurring issues, and improvement opportunities.
- Collaborate with cross-functional teams to implement quality improvement initiatives that elevate customer experience.
- Participate in calibration sessions to align quality standards and criteria.
- Suggest process improvements based on findings from root cause analysis activities.
- Provide feedback and coaching to customer service representatives to enhance their performance and adherence to quality guidelines.
- Perform root cause analysis on DSAT (Dissatisfied Customer) cases, presenting insights to senior management and collaborating with agents to enhance service quality.
- AI Chat Audit - Evaluated AI chatbot interactions for accuracy and compliance, analyzed data to enhance response quality, and collaborated to improve AI performance and user experience.
- Overseeing agent schedules, managing breaks, and ensuring adequate staffing levels to meet service level agreements (SLAs). Adjusting resources as needed based on call volume or chat queues.
- Identifying training needs for agents, conducting refreshers, and assisting in the onboarding of new hires. Ensuring agents are up-to-date on product knowledge, policies, and procedures.
- Fostering a positive, supportive, and motivating team environment. Recognizing achievements, building team morale, and addressing disengagement.
- Providing regular, constructive feedback, coaching, and guidance to agents to improve their customer service skills, adherence to procedures, and overall performance. This includes one-on-one sessions and performance reviews.
Education
BCA - Data Analysis
Amity University Online
12.2023
Higher Secondary School Certificate -
J.H.Ambani College of Science, commerce,& Arts
Lodhivali, Maharashtra01.2012
Secondary School Certificate -
P.R.I.A School
Mohopada, Maharashtra01.2010
Skills
- Quality auditing
- Performance analysis
- Analytical skills
- Problem solving
- Time management
- Microsoft Office Suite
- Excel and Google Sheets
- Word and PowerPoint
- Outlook proficiency
- Adaptability
- Data analysis
- Team collaboration
- Customer service
- Process improvement
- Root cause analysis
- Feedback coaching
- Training and development
- Pipeline management
- Competitor analysis
- Stakeholder management
- Performance tracking
- CRM software expertise
Languages
- English
- Marathi
- Hindi
Hobbies and Interests
- Travelling
- Playing Cricket
- Listening to music
- Interacting with people
Personal Information
- Date of Birth: 12/12/94
- Gender: Male
- Nationality: Indian
- Marital Status: Married
Timeline
Quality Analyst and Team Lead
Apertum Online
10.2023 - Current
Social Media Executive
PharmEasy
09.2020 - 02.2022
Customer Service Associate
Carwale
01.2019 - 09.2020
International Travel Sales Officer
Cox & Kings
09.2018 - 01.2019
BCA - Data Analysis
Amity University Online
Higher Secondary School Certificate -
J.H.Ambani College of Science, commerce,& Arts
Secondary School Certificate -
P.R.I.A School
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