Joel Ravikiran N
Hyderabad
Summary
Detail-oriented professional with a strong background in customer service quality analysis. Skilled in auditing interactions and facilitating training sessions, leading to improved team performance and adherence to quality standards. Committed to fostering a culture of continuous improvement.
Overview
12
12
years of professional experience
Work History
Customer Service Quality Analyst
Sutherland Global Services
Hyderabad
03.2021 - 12.2025
- Analyzed customer service interactions to ensure adherence to quality assurance standards.
- Conducted audits of customer service chats, documenting insights for performance enhancements.
- Provided constructive feedback to agents, improving overall performance and accuracy.
- Assisted in implementing quality metrics aligned with organizational objectives.
- Facilitated training sessions for team members on best practices in service delivery.
Customer Service Representative
Amazon
Hyderabad
07.2016 - 01.2017
- Assisted customers with inquiries and resolved issues promptly.
- Provided product information to enhance customer understanding and satisfaction.
- Answered customer inquiries and provided accurate information regarding products and services.
Customer Service Process Associate
GE Money (Synchrony Financial Services)
Hyderabad
02.2014 - 03.2015
- Resolved billing issues and discrepancies for customers, ensuring accurate account management.
- Assisted customers with credit card inquiries to enhance service experience.
- Educated customers on rights concerning billing disputes and fraud protection services.
- Managed incoming calls from customers, delivering effective solutions for credit card assistance.
Education
Associate of Arts - Social Sciences
Dr.B.R. Ambedkar Open University
Hyderabad01-2026
Skills
- Customer service
- Quality assurance
- Team collaboration
- Training and coaching
- Organizational skills
- Feedback delivery
Languages
English
Proficient (C2)
C2
Hindi
Advanced (C1)
C1
Telugu
Native
Native
Timeline
Customer Service Quality Analyst
Sutherland Global Services
03.2021 - 12.2025
Customer Service Representative
Amazon
07.2016 - 01.2017
Customer Service Process Associate
GE Money (Synchrony Financial Services)
02.2014 - 03.2015
Associate of Arts - Social Sciences
Dr.B.R. Ambedkar Open University