Manjusha Basutkar
Quality Analyst
Hyderabad,TG
Summary
Ambitious Quality Analyst with track record of dependability and leadership. Knowledgeable in QA methodology with proven history of reducing errors to increase quality. Proficient in preparing test cases, plans and scripts. Dedicated to analysing and resolving defects.
Overview
3
3
years of post-secondary education
7
7
years of professional experience
Work History
Quality Analyst
Teletext Holidays
Hyderabad, Telangana
02.2016 - 05.2017
- Audit calls and scoring Agents on required parameters. ·
- To conduct regular feedback sessions for the agents.
- Mistakes should be eliminated on a particular sale and giving feedback to the agents on time.
- Train the agents on weekly and monthly basis depending on the process update.
- To conduct calibration sessions with Operations and training team.
- Responsible for Business risk reduction and Increased sales by 10%.
- Increased customer satisfaction and improved sales closings.
- Developed monthly, end-of-quarter and other statistical reports for leadership team and quality improvement programs
- Developed and maintained quality assurance procedure documentation
- Kept inspection journals and daily summary logs as required
- Collected and analysed activity data and initiated, developed and recommended improvements to systems, processes and procedures to increase productivity and reduce cost
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies
Risk Analyst
Ge Money
Hyderabad
08.2011 - 12.2013
- Worked as Fraud analyst and Process Developer that deals with verification of transactions on Customer s account and reporting card lost or stolen.
- Identifying perpetrator and preventing fraud on customers account Accountable for providing excellent customer service experience with customers using different kinds of store credit cards.
- Keeping track of all latest updates & ensuring that same is implemented in day to day activities. Promoted enterprise-level risk management practices and helped install strong culture focused on protective policies and procedures.
- Developed short-term goals and long-term strategic plans to improve risk control and mitigation.
- Developed short-term goals and long-term strategic plans to improve risk control and mitigation
- Investigated allegations to check validity and recommend actions to minimize risk
- Established strategy for operations reporting and analytics, identifying key needs for deliverables while driving continuous improvement of processes
- Taught employees how to control risks at front line
- Contacted customers directly to notify of fraudulent activity and minimize impacts
- Maintained energy and enthusiasm in fast-paced environment
Customer Service Associate
Hong Kong Shanghai Banking Corporation, HSBC
Hyderabad, Telangana
05.2007 - 06.2008
- Resolving banking queries for United Arab Emirates customers.
- Looking after New Hires and training them as per profile requirements.
- Making telegraphic transactions and Doing standing instructions on phone. Making credit card, DEWA and SEWA bill payments on phone. Developed and actualized customer service initiatives to decrease wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided primary customer support to internal and external customers.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues
- Informed customers about special promotions and provided detailed information for various products
- Developed and actualized customer service initiatives to decrease wait times
- Answered customer telephone calls promptly to avoid on-hold wait times
- Answered constant flow of customer calls with minimal wait times
Sales Representative Team Leader
Dell International Services India Private Limited
Hyderabad, Telangana
01.2005 - 04.2007
- Involved in selling Computers, Software Peripherals and Extended Services to UK based Customers for Europe Middle East and Africa Throughout the tenure in EMEA not only achieved the set targets but also exceeded the same.
- Interacting with customer and understanding their computing need and based on their requirement giving them the right customized computers Basic business metrics like - Margin/ACD, AOV, Close Rate & Revenue/ACD have to be achieved on a weekly, monthly and quarterly basis Undergoing required training for technical understanding of the new products launched
- Met with existing customers and prospects to discuss business needs and recommend optimal solutions
- Increased sales by offering advice on purchases and promoting additional products
- Increased sales by offering consultation on products and services and applying customer service and upselling techniques
- Exceeded goals for new accounts in single sales cycle
Education
Bachelor of Commerce - Accounting
Geetanjali
Hyderabad 05.2001 - 06.2004
Skills
Enthusiastic Professional eager to contribute to team success through hard work, attention to detail and excellent organizational skills Motivated to learn, grow and excel in Corporate Sector
undefinedTimeline
Quality Analyst
Teletext Holidays
02.2016 - 05.2017
Risk Analyst
Ge Money
08.2011 - 12.2013
Customer Service Associate
Hong Kong Shanghai Banking Corporation, HSBC
05.2007 - 06.2008
Sales Representative Team Leader
Dell International Services India Private Limited
01.2005 - 04.2007
Bachelor of Commerce - Accounting
Geetanjali
05.2001 - 06.2004
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