Khalilur Choudhury
New Delhi
Summary
Results-driven Quality Team Lead with over 13 years of experience in quality control and process optimization. Proven expertise in enhancing operational efficiency and customer satisfaction through strategic improvements and effective communication.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Quality Team Lead
Mercer Consulting India
Gurugram
11.2012 - Current
- Delivered high-quality results consistently by adhering to strict quality control measures and industry best practices, ensuring TAT and SLA are met.
- Subject matter expert in defined contribution pension plans.
- Expert in bank account, members, scheme investment reconciliations, final payments completions, and documentation.
- Conducted in-depth analyses of existing processes, identifying areas for improvement, and implementing strategic enhancements.
- Led process transition initiatives, collaborating with cross-functional teams to streamline operations and improve efficiency.
- Streamlined team workflow, implementing agile methodologies to significantly enhance project turnaround times.
• Facilitated training sessions for internal teams to enhance understanding of defined contribution products and services. - Demonstrated consistent hard work and dedication to achieve results, and improve operations.
- Improved client satisfaction by customizing service delivery approaches according to unique business needs.
- Built strong client relationships through exceptional customer service.
- Managed complaints with calm, clear communication, and problem-solving.
- Identified issues, analyzed information, and provided solutions to problems.
Customer Care Executive
Wipro Technology
New Delhi
10.2010 - 10.2012
- Managed a high volume of inbound calls, maintaining a calm and professional demeanor under pressure.
- Delivered exceptional customer service by resolving inquiries and addressing concerns through effective communication.
- Resolved customer complaints with empathy and efficiency, minimizing dissatisfaction, and promoting loyalty.
- Addressed complex customer complaints transferred by the team, skillfully solving them in an efficient and effective manner to maintain customer satisfaction.
- Collaborated with team members to streamline processes and enhance overall customer satisfaction levels.
- Conducted follow-up communications with customers to ensure satisfaction, and gather feedback for service improvement.
- Coordinated with internal departments to resolve customer issues, facilitating seamless communication.
Education
Certificate in Professional Financial Advice - Finance
LIA
Dublin, Ireland01-2024
MBA - Operations Management
Sikkim Manipal University
Sikkim, India01-2014
Bachelor of Arts - Economics
Assam University
Silchar, Assam, India01-2008
Skills
- Quality assurance
- Defined Contribution Domain Expertise
- Bank Account and Fund Reconciliation
- Data analysis and process improvement
- RCA and NPS Analysis
- Compliance and SLA Management
- Process Transition and Documentation
- Complaint Resolution
- Training Facilitation
- SOP Development
- Teamwork and Collaboration
- Cross-functional Collaboration
- Problem Solving
- Effective Communication
- Customer Service and Satisfaction
Languages
English
Proficient (C2)
C2
Hindi
Proficient (C2)
C2
Assamese
Proficient (C2)
C2
Bengali
Proficient (C2)
C2
Certification
Qualified Financial Advisor, LIA, Ireland
Affiliations
Stock and Liquidity Market
Timeline
Quality Team Lead
Mercer Consulting India
11.2012 - Current
Customer Care Executive
Wipro Technology
10.2010 - 10.2012
Certificate in Professional Financial Advice - Finance
LIA
MBA - Operations Management
Sikkim Manipal University
Bachelor of Arts - Economics
Assam University