Ezekiel Paul
Assistant Manager
New Delhi
Summary
I am an experienced Customer Specialist with a demonstrated history of working in the automotive and Fintech industries. My skill set includes proficiency in multiple languages, exceptional customer service, sales expertise, and effective management. I have a strong background in quality assurance, backed by a Bachelor of Commerce (B.Com) degree with a focus on Business/Commerce, General, earned from Delhi University. I am currently pursuing an MBA in Supply Chain Management to further enhance my knowledge and skills in this critical field.
Customer-focused Quality Assurance with many years of experience in industry. Successful at internal audits and compliance checks. Also, skilled at working with customers and clients to ensure fantastic service.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Quality Assistant Manager- Customer Experience
Lenskart.com
New Delhi
02.2023 - Current
- Quality Control Management: Responsible for overseeing and managing quality control processes across various Lines of Business (LOBs), including inbound calls, chat support, social media interactions, and email communications.
- Partner Site Quality Performance: Regularly evaluating and examining the quality performance of partner sites to ensure that established quality standards are met, leading to fewer customer escalations and improved overall satisfaction.
- Compliance Audits: Conducting compliance audits to gain valuable insights that can enhance existing processes.
- CEO Escalation Analysis: Scrutinizing data related to CEO escalations to gauge the criticality of customer issues and taking proactive measures to prevent similar mistakes from occurring in the future.
- Ensured a higher level of customer satisfaction and problem-resolution efficiency.
Process Lead
Cars24
Gurgaon
09.2019 - 02.2022
- Training and Quality Process Management: Spearheaded end-to-end training and quality processes at a partner center located in the South region
- Business Metrics and Sales Performance: Focused on elevating quality standards to achieve ambitious sales targets and drive business success
- Vendor Support Staff Management: Screening and evaluating support staff at vendor sites to ensure they met the required standards and certifying associates based on their call quality
- Vendor Dashboard Validation: Ensuring the accuracy and reliability of vendor dashboards and monthly reports to maintain data integrity and performance measurement
- Quality Assurance Processes: Conducting calibration sessions and monitoring AOA (Analysis of Avoidable) and ATA (Analysis of Trouble Area) at Contact Centers to improve call quality and efficiency
- Cross-Department Coordination: Collaborating with the Quality department to ensure a seamless workflow for C2B (Customer-to-Business) business processes
- Performance Reviews: Conducting monthly reviews to assess the performance of the Training & Quality team, making data-driven decisions for continuous improvement
SME (Subject Matter Expert)
IndiaLends
New Delhi
09.2015 - 09.2019
- Team Leadership: Demonstrated effective leadership in managing a team of 20 members responsible for handling inbound calls and enhancing customer experience
- Training the Newbies: Implemented comprehensive training and onboarding programs to ensure that the team possesses in-depth product knowledge and can deliver exceptional customer service
- Quality Control: One on one quality session were executed and regular quality assessments conducted and controls to maintain service excellence
Education
MBA - Supply chain Management
NMIMS
Mumbai, Maharashtra01-2022
B.COM -
Delhi University
New Delhi, Delhi03.2017
Skills
- Quality Management
- Project Management
- Customer service
- Communication skills
- Microsoft Excel
- Leadership
- Bilingual
- Process improvement
- Team management
- Data analysis
- Compliance audits
- Performance metrics
- CAPA management
Certification
- Project Management Foundation
- Lean Six Sigma Green Belt (ICGB)
Languages
- English
- Hindi
- Telugu
- Kannada
- Malayalam
- Tamil
Accomplishments
- Achieved 3 Consecutive Best performer award in the Quality compliance
Languages
Tamil
First Language
English
Proficient (C2)
C2
Telugu
Intermediate (B1)
B1
Malayalam
Elementary (A2)
A2
Hindi
Proficient (C2)
C2
Timeline
Quality Assistant Manager- Customer Experience
Lenskart.com
02.2023 - Current
Process Lead
Cars24
09.2019 - 02.2022
SME (Subject Matter Expert)
IndiaLends
09.2015 - 09.2019
MBA - Supply chain Management
NMIMS
B.COM -
Delhi University
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