Music
Mamatha Rani
Quality Analyst
Bengaluru,KA
Summary
Enthusiastic and eager to contribute to team success through hard work, attention to detail and excellent organizational skills. Motivated to learn, grow in the industry.
Overview
2
2
Languages
2
2
Certifications
7
7
years of post-secondary education
4
4
years of professional experience
Work History
Quality Analyst
Allsec Technologies Ltd.,
Bengaluru, Karnataka
09.2018 - Current
- Compiled and distributed weekly feedback to team leaders and managers to improve service time and quality while increasing productivity.
- Developed and maintained quality assurance procedure documentation.
- Partnered with management to create, develop and implement quality initiatives, resulting in [95% results].
- Performed root cause analysis to plan the training requirements in improving the process quality.
- Monitored inbound and outbound calls made by 25 employees to provide constructive feedback.
- Crafted training materials and ran on-boarding sessions to train incoming team members on the quality procedure.
- Kept inspection journals and daily summary logs as required.
- Provided regular updates to team leader on quality metrics.
Customer Care Executive
Allsec Technologies Ltd.,
Bengaluru, Karnataka
02.2017 - 08.2018
- Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
- Kept accurate records of all customer interactions and transactions.
- Entered customer interaction details in wolken software to track requests, document problems and record solutions offered.
- Achieved [94]% satisfaction rating through consistent, proactive resolutions of customer issues on first E-mail.
- Assisted other team members in understanding the process documents and guided them in providing accurate resolution to the customer.
- Handled escalation mails and interacted with the escalation team to resolve the queries within the stipulated time frame.
Education
SSLC
Allwin Public School
Bangalore 04.2010 - 04.2011
Pre University - SEBA
MLA PU College For Women
Malleswaram 06.2011 - 05.2013
B.COM - Accountancy
MLA First Grade College For Women
Malleswaram 06.2013 - 05.2016
M.COM - Accountancy
Karnataka State Open University
Mysore 02.2020 - Current
Skills
Focused and hard working
Accomplishments
- Collaborated with team in the development of Axis bank Loan Project.
- Supervised team of 85 members and taken care of the department E-mail, inbound and outbound calling.
- Recognized as one of the best quality analyst in the team.
Certification
Personality Development Programme
Interests
Travelling
Cooking
Timeline
M.COM - Accountancy
Karnataka State Open University
02.2020 - Current
Quality Analyst
Allsec Technologies Ltd.,
09.2018 - Current
Customer Care Executive
Allsec Technologies Ltd.,
02.2017 - 08.2018
Personality Development Programme
01-2016
B.COM - Accountancy
MLA First Grade College For Women
06.2013 - 05.2016
Pre University - SEBA
MLA PU College For Women
06.2011 - 05.2013
SSLC
Allwin Public School
04.2010 - 04.2011
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