Loretta Menezes
Complaints and Quality Analyst
Mumbai
Summary
Professional, reliable customer service specialist. Skilled in managing inquiries, resolving issues, and providing support with positive attitude. Strong focus on team collaboration, adaptability, and achieving results. Proficient in communication, problem-solving, and maintaining customer satisfaction.
Quality and Complaints Analyst with commitment to excellence and reputation for reliability. Known for achieving positive outcomes through effective communication and problem-solving. Focused on team collaboration and adapting to diverse customer needs, ensuring seamless service delivery. Strong interpersonal skills and customer-centric mindset valued by employers.
Overview
9
9
years of professional experience
3
3
Languages
Work History
Customer Service operator
Tata Consultancy Services
04.2025 - Current
- Updating the address on the NBN system after an accurate and timely investigation completed by supporting co-workers.
- Exceeded daily quotas consistently, demonstrating a commitment to productivity targets.
- Contributed to a positive work environment by supporting co-workers in achieving shared goals.
- Maintained up-to-date knowledge of product and service changes.
- Delivered prompt service to prioritize business and project needs.
- Responded proactively and positively to rapid change.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
Quality And Complaints Analyst
Tata Consultancy Services
10.2022 - 02.2025
- Evaluated associate performance by conducting regular audits, ensuring adherence to established quality standards, and requirements.
- Enhanced customer satisfaction rates through detailed analysis and feedback sessions to associates, increasing subsequent improvements in service offerings.
- Increased process and operations satisfaction by analyzing feedback and implementing necessary changes.
- Conducted thorough root cause analyses on recurring defects, resulting in the implementation of effective corrective actions.
- Provided detailed reports on quality metrics to senior management, enabling informed decision-making regarding process improvements.
- Analyzed quality and performance data to support operational decision-making.
- Developed and maintained quality assurance procedure documentation.
- Led root cause analysis in collaboration with the team members for initiatives that resulted in a significant reduction in recurring defects.
- Enhanced customer satisfaction by addressing and resolving complaints in a timely manner, demonstrating commitment to exceptional service.
- Kept scripts and test cases updated with current requirements.
- Improved team efficiency with introduction of automation tools for repetitive testing tasks.
- Facilitated cross-departmental training sessions, increasing awareness and understanding of quality standards.
- Analyzed user feedback to inform future testing strategies, aligning efforts more closely with customer expectations.
- Analyzing the case history and coordinating with various teams to resolve the complaint.
- Service Request and Incident Management for a UK Pension Provider.
- Identifying the defects arising out of operational/system failures.
- Raising service requests or incidents and routing them to the appropriate team.
- Interacting with the Operations, Finance, and IT teams to resolve the defect.
- Work towards the closure of service requests and incidents to fix the operational failures.
- Collaborated with team members to share best practices and improve overall service quality.
- Balanced multiple priorities effectively in a fast-paced environment without sacrificing attention to detail or quality of service.
Customer Service operator
Tata Consultancy Services
02.2019 - 09.2021
- Customer Service Operator for a UK Pension Provider. Maintained accurate records of customer interactions, ensuring timely follow-up and resolution of issues.
- Handling inbound web chats while providing enhanced customer satisfaction by promptly addressing and resolving inquiries and concerns.
- Dual Concurrence: Handling chats and providing the best-suitable resolution to the members.
- Consistently met or exceeded performance metrics, contributing to overall team success.
- Streamlined call-handling processes for increased efficiency and reduced wait times (AHT).
- Fostered strong relationships with returning customers, leading them to request assistance directly from specific operators.
- Complaints Analyst for a UK Pension Provider.
- Handling L1 customer complaints
- Analyzing the case history and co-ordinate with various team to resolve the complaint
- Interacting with customer to resolve complaint as one and done
- Working towards closure of complaints within the SLA
- Providing training for new joiners
- Providing feedback to associates on areas of improvement
- Helping the process with innovative and new ideas to enhance the member experience.
- Service Request and Incident Management for UK Pension Provider
- Identifying the defects arising out of operational/system failures
- Raising service requests or incidents and routing it to appropriate team
- Interacting with Operations, Finance and IT team to resolve the defect
- Work towards closure of service request and incidents to fix the operational failures
- Collaborated with team members to share best practices and improve overall service quality.
- Balanced multiple priorities effectively in a fast-paced environment without sacrificing attention to detail or quality of service.
Customer Service
Sutherland Global Services
10.2016 - 02.2019
- Customer service in retail marketing for 2 years, 5 months.
- Handling inbound web chats and delivering exceptional customer service, resulting in increased client satisfaction scores.
- Dual concurrence and enhanced visitor experience by providing friendly and informative customer service.
- Provided exceptional customer service, resolving client inquiries promptly and professionally.
- Resolved guest issues with professionalism, demonstrating excellent customer service skills.
- Provided pre- and post-sales customer service and support.
Education
B. Com -
D Y Patil
HSC - undefined
Shankar Narayan College of Commerce and Arts
SSC - undefined
Sardar Vallabhbhai Patel Vidyalaya
Skills
Data analysis proficiency
Interests
Reading, Watching Movies, Listening to Music
Disclaimer
I hereby affirm that all the details furnished above are true and correct to the best of my knowledge and belief. Place: Mumbai Date: 2025-07-07 Signature Loretta Menezes
Personal Details
- Gender: Female
- Marital Status: Single
- Language: English, Hindi, Marathi & Konkani
Timeline
Customer Service operator
Tata Consultancy Services
04.2025 - Current
Quality And Complaints Analyst
Tata Consultancy Services
10.2022 - 02.2025
Customer Service operator
Tata Consultancy Services
02.2019 - 09.2021
Customer Service
Sutherland Global Services
10.2016 - 02.2019
HSC - undefined
Shankar Narayan College of Commerce and Arts
SSC - undefined
Sardar Vallabhbhai Patel Vidyalaya
B. Com -
D Y Patil
Similar Profiles
Vrunda ChindhadeVrunda Chindhade
HR Manager at Tata Consultancy Services, TCS, Tata Consultancy Services LimitedHR Manager at Tata Consultancy Services, TCS, Tata Consultancy Services Limited
Sreya BasuSreya Basu
Procare Analyst at Tata Steel(Tata Consultancy Services)Procare Analyst at Tata Steel(Tata Consultancy Services)
Arun VArun V
Program Manager at Tata consultancy services | Financial Ombudsman ServicesProgram Manager at Tata consultancy services | Financial Ombudsman Services
Naimish AgnihotriNaimish Agnihotri
Assistant Delivery Manager at Tata Consultancy Services, Global Shared ServicesAssistant Delivery Manager at Tata Consultancy Services, Global Shared Services
Navmita Das NandiNavmita Das Nandi
AVP Employee Engagement - Reward and Recognition at HSBCAVP Employee Engagement - Reward and Recognition at HSBC