Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Interests
Timeline
Generic
Emmanuel Mariacolandhai

Emmanuel Mariacolandhai

Customer Experience Professional
Thane Belapur, Navi Mumbai

Summary

Strong background in Customer servicing, call monitoring, chat and email evaluating, coaching, training, constructive feedback & reporting with a total work experience of more than 9 years. Hard-working team player with good communication skills and ability to lead a team. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Overview

18
18
years of professional experience
6
6
years of post-secondary education
2
2
Certifications
1
1
Language

Work History

Senior Quality Analyst

Jio Infocom
12.2015 - Current
  • An Indian Telecom Company NHQ located at, Profile : Monitoring email, calls and chat of the Agents and delivering timely feedbacks
  • Coaching the Agents who are on performance improvement
  • Giving on call feedback and trainings to the required employees
  • Reporting to the Function Head and assisting in the function
  • Conduct weekly calibrations with the TLs and their OMs
  • Re-auditing the TLs for my span and giving them timely feedback
  • Orient new supervisors with CE championship (preparing in certification to audit)
  • Handling Network project to reduce the repeat
  • Handling CSAT project for the site
  • Handling ZTP (Zero Tolerance Policy) for all LOBs, maintaining records of the warning letters and exit formalities
  • Highlighting Critical cases to the operations through dip checks
  • Analyzing areas of improvement for operations through root cause analysis
  • Conducting Briefing efficacy check
  • Weekly catch up with the team leaders and advisors aligned to understand the process gaps if any and to correct the advisor related issues
  • Lead calibration weekly with trainers TLs and CEA and calibrate everyone on the right process
  • Prepare Monthly TNI for the assigned LOB and give inputs to the training team to conduct refresher.
  • Conduct daily cadence with the CE team and report issues highlighted issue to the concerned team to resolve the issue.

Quality Analyst

Lester Info Services
07.2011 - 09.2015
  • It is an International Company in to technical support catering customers from United States, United Kingdom, Australia and Canada
  • It is a sale process
  • Job Profile : Monitoring sales calls of the Agents and delivering timely feedbacks
  • Coaching the Agents who are on performance improvement to generate sales for their KRA and revenue for the Company at Large
  • Giving on call feedback and trainings to the required employees
  • Reporting to the Function Head and assisting in the function.

Senior Technical Executive

Sutherland Global Services
11.2010 - 06.2011
  • The product is Norton Antivirus
  • We cater customers from different parts of America to solve their queries and complaints through calls and emails
  • The tool that we work on is Ezcrm and Logmein Rescue
  • Job profile : Assisting the juniors in their queries and doubts
  • Assisting the Team Leader to barge the calls of the agents Coaching the Agents with their feedback

CSA (Customer Service Associate)

Wns Global Private Ltd
08.2009 - 10.2010
  • Service E-mail
  • Profile : Answering the e-mails of the Representatives from the United States for their queries and concerns Placing orders for their cosmetics products
  • Processing and maintaining their account balance
  • Assisting the junior employees in their doubts regarding the process.

Associate

Syntel Global Pvt Ltd
12.2007 - 06.2009
  • Equity and Derivative operations (Reliance Money Process)
  • On Calls : Working as Dealer in Call and Trade Dept
  • Attending inbond calls for equity from all over India
  • Placing the orders on clients behalf in equity
  • On E-Mails :
  • Handling mails from all over India related to their demat account transactions
  • Buyers’ shortage and sellers’ shortage
  • Sorting out their queries& issues related to their Demat account
  • Co-ordination with branches with regards to queries, complaints & reverts
  • Preparation and sending client claims reports, wrong debits reports in client ledger to the Head Office for reversal.

CSE (Customer Service Executive)

Reliance Group Of Company, Dhirubhai Ambani Knowledge
07.2006 - 11.2007
  • Managing calls of the Retailers & Distributors Help Desk & Taking Escalation of Calls if not managed by the “CSR’s” (Customer Service Representatives)
  • Making Online Balance Reverse of Wrong Transactions.

Education

Bachelor of Philosophy - Philosophy And Religious Studies

Suvidya College
Bangalore
04.2002 - 03.2005

Higher Secondary Certificate -

Goa Board
Goa
06.2000 - 04.2002

Matriculation -

Examination
Pondicherry
06.1999 - 04.2000

Skills

    Customer experience management

    Team assignments

Accomplishments

  • Collaborated with team of [5] in the development of email repeat analysis.

Certification

Green belt six sigma from Henry Harvin with 72%

Interests

Travelling

Timeline

Green belt six sigma from Henry Harvin with 72%

12-2022

Jio Certification 6 sigma with 85%

12-2022

Senior Quality Analyst

Jio Infocom
12.2015 - Current

Quality Analyst

Lester Info Services
07.2011 - 09.2015

Senior Technical Executive

Sutherland Global Services
11.2010 - 06.2011

CSA (Customer Service Associate)

Wns Global Private Ltd
08.2009 - 10.2010

Associate

Syntel Global Pvt Ltd
12.2007 - 06.2009

CSE (Customer Service Executive)

Reliance Group Of Company, Dhirubhai Ambani Knowledge
07.2006 - 11.2007

Bachelor of Philosophy - Philosophy And Religious Studies

Suvidya College
04.2002 - 03.2005

Higher Secondary Certificate -

Goa Board
06.2000 - 04.2002

Matriculation -

Examination
06.1999 - 04.2000

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Emmanuel MariacolandhaiCustomer Experience Professional