Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Languages
Timeline
Generic

Lakshmi Premkumar

Bangalore

Summary

Knowledgeable and dedicated Quality Analyst with a demonstrated history of working in the retail industry for the past 6 years (overall 8.5 years). Skilled at performing evaluations with key attention to detail and providing feedback. Offers a highly professional attitude, great analytical and problem solving expertise, well developed reporting capabilities and a skilled understanding of MS Office applications. Effective communicator with strong training abilities and an excellent team player.

Overview

8
8
years of professional experience
1
1
Certification

Work History

QA Analyst

JCPenney
Bangalore
08.2018 - Current
  • A challenging career of making sure that customer service agents taking calls, chats and emails provide the best customer experience across the US by ensuring their quality scores remain above the desired quality parameters and percentages.
  • Conduct evaluations to ensure that there are no process or compliance errors made by the agents and provide them with their respective quality scores along with feedback and corrective actions respectively.
  • Analyse quality, performance data and send out weekly quality data along with positive call outs, areas of focus and top trends of all agents to the respective supervisors in order to increase the quality scores overall.
  • Hold weekly calibration sessions with counterparts in the US and align based on the outcome and final scores.
  • Monitored customer satisfaction levels through surveys and feedbacks.
  • Compile and distribute weekly feedback to team leaders and managers to improve service time and quality while increasing productivity of chat agents.
  • Handle weekly allocation of calls and chats to the team and oversee agents who require assistance and help on a daily basis.
  • Facilitate monthly fun activities, raising accesses of new team members, monthly team meetings, etc.
  • Prepare and distribute weekly dispute reports, compiled data and insights for the team and leadership, ensuring transparency and effective communication.
  • Managed weekly operational reporting and allocation. Compiled and distributed allocated tasks across the team, ensuring efficient workload distribution.
  • Communicated with leadership regarding associate performance, including login and engagement audits, while providing support to team members to ensure audit completion and maintain productivity.

Customer Care Associate

24/7
Bangalore
01.2018 - 07.2018
  • Provided exceptional customer service. Engaged with customers via chat to address inquiries, resolve issues, and ensure satisfaction.
  • Coordinated customer interactions and team communication. Ensured smooth resolution of challenges by maintaining clear and effective communication with both customers and internal teams.
  • Handled emails and escalated inquiries managed and responded to emails, efficiently addressing escalated issues to ensure prompt resolution and customer satisfaction.

Customer Executive

Concentrix (Axis Bank Process)
Bangalore
06.2016 - 09.2017
  • Provided technical advice or guidance regarding products or services when needed by customers.
  • Assisted customers with product selection, inquiries, and complaints.
  • Drafted reports on customer service performance metrics.
  • Maintained up-to-date knowledge of company products, services, and promotions.
  • Developed strategies for responding effectively to negative feedback or reviews from customers.
  • Implemented initiatives designed to increase efficiency within the organization's customer service department.
  • Responded promptly to emails, phone calls, and other forms of communication from customers.
  • Resolved customer issues in a timely manner.
  • Analyzed trends in customer service activities and identified areas for improvement.
  • Provided training to new customer service representatives.
  • Created strategies for improving customer experience levels across multiple channels.

Education

B.com - Accounts

Indo Asian Academy
Bangalore
05-2015

2nd PUC - HEBA: History, Economics, Business, Accounts

AGCC Women's College
Bangalore
04-2011

High School Diploma -

BM English High School
Bangalore
04-2009

Skills

  • Auditing and Feedback
  • MS Office Applications
  • Leadership and Decision Making
  • Trainer
  • Continuous Improvement
  • Communication and Collaboration
  • Attention to detail and Adaptability

Accomplishments

    JCPenney

  • Warrior Spirit Award for Q2 2018.
  • JCPenney Team Award for Q2 2021.
  • R&R award for Top Performer within the QA Team.

    • 24/7

  • Target Achievement Award for consistently surpassing target benchmarks, demonstrating exceptional performance and dedication to exceeding goals.
  • Awarded Employee of the Month for consistently achieving and surpassing targets, and for being the top performer, demonstrating dedication and excellence in performance.

Certification

● Advanced Excel - Reporting

● Six Sigma Yellow Belt

● Supply Chain Management

● Diploma Course in Retail Management

Languages

Tamil
First Language
English
Upper Intermediate (B2)
B2
Kannada
Upper Intermediate (B2)
B2
Hindi
Upper Intermediate (B2)
B2
Telgu
Intermediate (B1)
B1
Tamil
Upper Intermediate (B2)
B2

Timeline

QA Analyst

JCPenney
08.2018 - Current

Customer Care Associate

24/7
01.2018 - 07.2018

Customer Executive

Concentrix (Axis Bank Process)
06.2016 - 09.2017

B.com - Accounts

Indo Asian Academy

2nd PUC - HEBA: History, Economics, Business, Accounts

AGCC Women's College

High School Diploma -

BM English High School

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Lakshmi Premkumar