Hemalatha Ramamoorthy

Work History

Senior Onboarding Executive

Full Creative

CHENNAI, Tamil Nadu

03.2012 - Current

Act as the primary point of contact for new clients or business partners, establishing rapport and guiding them through the onboarding process.
Coordinate all aspects of the onboarding process, including gathering necessary documentation, setting up accounts, and facilitating introductions to key stakeholders.
Conduct thorough needs assessments to understand clients' goals, expectations, and specific requirements.
Customization and Training: Customize onboarding experiences based on client needs and provide training on our products, services, or platforms.
Address any concerns or issues raised during the onboarding process promptly and effectively, ensuring client satisfaction.
Maintain accurate records of client interactions, onboarding progress, and feedback. Generate reports as needed to track onboarding metrics and outcomes.
Work closely with sales, customer success, and technical teams to ensure a cohesive and smooth onboarding experience.
Identify opportunities for process improvements and efficiencies in the onboarding process, contributing to overall client retention and satisfaction efforts.
Skilled at working independently and collaboratively in a team environment.
Proven ability to learn quickly and adapt to new situations.
Organized and detail-oriented with a strong work ethic.
Used critical thinking to break down problems, evaluate solutions and make decisions.
Developed and maintained courteous and effective working relationships.

Senior Quality Analyst

Full Creative

Chennai, Tamil Nadu

03.2012 - 06.2012

Call Monitoring: Evaluate recorded or live customer service interactions (calls, chats, emails) to assess adherence to quality standards, service protocols, and regulatory requirements.
Quality Assessment: Conduct thorough evaluations based on predefined criteria such as customer service skills, accuracy of information provided, compliance with scripts or protocols, and resolution of customer issues.
Feedback and Coaching: Provide detailed feedback to customer service representatives (CSRs) on their performance, highlighting strengths and areas for improvement. Offer coaching and training to enhance service delivery and adherence to quality standards.
Performance Metrics: Monitor and analyze performance metrics related to call quality, customer satisfaction, first-call resolution, average handling time, etc. Identify trends, patterns, and areas for improvement.
Documentation and Reporting: Document evaluation results, quality scores, and trends. Prepare and present reports summarizing findings, insights, and recommendations for management review.
Process Improvement: Collaborate with training, operations, and quality assurance teams to develop and implement process improvements, training programs, and quality initiatives based on evaluation outcomes.
Compliance: Ensure compliance with company policies, industry regulations, and legal requirements governing customer interactions and data privacy.
Quality Assurance Tools: Utilize quality assurance tools and systems to facilitate evaluations, track performance metrics, and generate reports.
Stakeholder Communication: Communicate evaluation results, trends, and improvement opportunities effectively to stakeholders at all levels of the organization.

Timeline

Work History

Senior Onboarding Executive

Senior Quality Analyst

Overview

Education

B.Com - Accountancy And Commerce

Skills

Work Availability

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