Kusum Lama
Bangalore
Summary
Knowledgeable and skilled Inbound Problem Solver equipped to handle receiving issues with high degree of autonomy and excellent decision-making abilities. Well-trained warehouse team member with significant experience resolving routine and complex technical and merchandise concerns. Skilled content moderator with background in overseeing online community interactions and ensuring enforcement of guidelines. Familiarity with digital publishing platforms and social media management tools contributes to effective monitoring, reviewing, and moderating user-generated content. Possess strong analytical skills, keen eye for detail, and ability to handle sensitive situations with discretion. Success in maintaining brand integrity and creating safe online environments demonstrates dedication to fostering positive user experiences. Proficient Quality Analyst with experience handling and resolving critical quality problems using research abilities. Strong analytical, organizational and planning abilities. Consistently works with minimum supervision. Independent and self-directed.
Overview
10
10
years of professional experience
Work History
Sr. Escalation Specialist
OLA Electric
Bangalore
03.2024 - Current
- Provided technical support to customers with escalated issues.
- Researched, analyzed, and resolved complex customer inquiries.
- Investigated customer complaints and identified root cause of the issue.
- Developed solutions to improve customer service experience.
- Documented detailed reports of all escalations and resolutions.
- Monitored ongoing escalations for resolution progress.
- Assisted in training new escalation specialists on procedures and processes.
- Conducted follow-up calls with customers to ensure satisfactory resolutions were achieved.
- Maintained a high level of quality assurance throughout the escalation process.
- Managed multiple customer accounts simultaneously while providing superior service.
- Worked closely with other teams to identify trends in escalated cases.
- Collaborated with product development team to provide feedback from customers regarding current products.
- Utilized various software programs such as Salesforce, Zendesk., to track escalations and document resolutions.
- Created documentation outlining standards and guidelines for escalation processes.
- Provided weekly updates on open escalations status, successes, challenges, or opportunities for improvement.
Quality Analyst
BYTEDANCE Pvt Ltd
02.2021 - 03.2024
- Working as Quality Analyst - Global Nepal market for 18 months
- Assess associate performance and analyze their actions on all types of reported content as per the community standard policy of these social media platforms in multiple languages
- Verify the solution provided to the account holder owners of various social media platform, by the associates so that we can avoid negative attrition towards our customer
- Given timely feedback to the associates and analyze the root cause (RCA) of the errors
- RCA is then utilized to achieve high level of consistency by providing appropriate counsel and coach to the associates on the area where they are lagging
- Conducting error session with the associates and publishing weekly error report in order to keep track of the performance the team
- Tracking Weekly Errors of agents and sorting discrepancies in the calibration session with the trainers, Subject Matter Expert (SME) and managers
- Discussion upon the strategy to reduce the error and drive up the consistency with the help of Quality tools
- Generating Consistency report and Quality report of agents on regular basis
- Handles the audits of the vendor site (Web help)
- Handles Video and Audio audits for Vendor sites
- Works on Incident Tracing cases at Case 2 level
- Trained newly joined Market Specialist and QASME for incident tracing
- CORE SKILLS: Quality Analyst | Content Moderation | Policy Research | Team Management | Learning & Development | Social Responsibility | Performance Evaluation | Error Analysis | Root Cause Analysis | Audit Management | Incident Tracing | Training & Development | Operational Efficiency
- Evaluated performance of associates across multiple languages, reducing errors by 20% through timely feedback and coaching
- Led error resolution sessions, resulting in a 15% improvement in content accuracy and customer satisfaction
- Managed audits for vendor sites, ensuring compliance with community standards and enhancing content integrity
Content Moderator
Genpact Pvt Ltd (CLIENT- FACEBOOK)
HYDERABAD
08.2018 - 01.2021
- Streamline content moderation, escalating severe cases for deeper investigation, saving lives, and enhancing efficiency.
- Successfully eliminated 5,000+ instances of non-compliant content, bolstering platform safety and adherence to community standards.
- Spearheaded the escalation of critical cases, resulting in a 30% increase in timely interventions, potentially saving numerous lives.
- Resolved 1000+ user queries with a 95% accuracy rate, ensuring swift and tailored assistance.
- Introduced 10 innovative proposals, enhancing operational efficiency by 25% and productivity by 20%.
Team Leader
Teleperformance Pvt Ltd
Indore
01.2015 - 01.2018
- Coordinated team activities and delegated tasks to ensure efficient completion of projects.
- Conducted regular performance reviews to assess individual team member progress.
- Provided coaching and feedback on employee performance, encouraging professional development.
- Monitored daily workflow to ensure adherence to established policies and procedures.
- Reviewed customer service surveys and implemented strategies to improve customer satisfaction ratings.
- Maintained a positive work environment that promoted collaboration between team members.
- Maintaining KPI (shrinkage attrition).
Education
Bachelor of Arts -
Devi Ahilya Vishwa Vidyalaya
Indore, MP10.2024
High Secondary -
Margherita College
Tinsukia, Assam10.2024
Diploma in Computer Application -
10.2024
Skills
- MS Excel
- MS Word
- Leadership
- MS PowerPoint
- Computer Application
- Dynamic leadership
- Strategic vision
- Complaint Handling
- Spreadsheet tracking
- Complaint Investigation
- Reporting and documentation
- Account Management
- Customer Service
- Quality Control
- Order and Refund Processing
- Customer service excellence
- Negotiation Skills
- Microsoft Office
Languages
Hindi
First Language
English
Proficient (C2)
C2
Nepali
Proficient (C2)
C2
Bengali
Intermediate (B1)
B1
Timeline
Sr. Escalation Specialist
OLA Electric
03.2024 - Current
Quality Analyst
BYTEDANCE Pvt Ltd
02.2021 - 03.2024
Content Moderator
Genpact Pvt Ltd (CLIENT- FACEBOOK)
08.2018 - 01.2021
Team Leader
Teleperformance Pvt Ltd
01.2015 - 01.2018
Bachelor of Arts -
Devi Ahilya Vishwa Vidyalaya
High Secondary -
Margherita College
Diploma in Computer Application -
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