Magesh Purushothaman
Chennai
Summary
Experienced Subject Matter Expert and Quality Analyst in customer service, technical support, quality monitoring, team coaching, and escalation management. Strong expertise in improving customer experience, conducting quality audits, training employees, mentoring and supporting operational excellence.
Overview
20
20
years of professional experience
Work History
Quality Analyst
FOUNDVER INDIA PRIVATE LIMITED
07.2025 - 09.2026
- Reviewed calls and chats for compliance with client and process standards.
- Enhanced customer satisfaction and service quality by providing targeted feedback during review processes.
- Documented quality findings and delivered actionable feedback to frontline agents for performance improvement.
- Conducted quality reviews and participated in calibration sessions to ensure consistent evaluation standards.
Subject Matter Expert
FOUNDVER INDIA PRIVATE LIMITED
05.2021 - 06.2025
- Managed escalated customer cases across voice, email, and chat, ensuring timely resolutions and consistent service quality.
- Resolved customer escalations and technical issues, enhancing overall customer satisfaction.
- Handled customer inquiries with timely resolutions while maintaining strong service levels.
- Reviewed call quality and provided feedback to elevate agent performance.
- Coached agents on product knowledge, policies, and call handling procedures.
- Trained new hires on tools, systems, and support standards.
- Provided one-on-one support for team members to drive ongoing improvement.
- Supported projects including Dell Mobility, Dell Solution Station, AVG Antivirus, Avast, Sales & Retention, and OVO Energy.
Team Leader Growth Point
FOUNDVER INDIA PRIVATE LIMITED
08.2022 - 12.2022
- Led team of 15 employees from November 2022 through December 2022.
- Coordinated schedules, attendance, and shift coverage to ensure team operations ran smoothly.
- Delivered training and support to enhance team motivation and alignment with objectives.
- Established clear expectations for employees and provided guidance.
- Conducted regular performance reviews to identify strengths and areas for improvement for each team member.
- Shared performance updates and workflow issues with management.
Technical Assistance (Netzero and Juno)
SUTHERLAND GLOBAL SERVICES
10.2010 - 10.2012
- Applied advanced technical expertise to troubleshoot complex issues and deploy solutions.
- Answered customer concerns via phone and remote assistance, ensuring prompt support and issue resolution.
- Supported internet connectivity and email issue resolution, enhancing user access and communication.
- Quickly identified customer needs and responded with efficient service.
- Resolved customer problems with creative solutions, significantly boosting overall satisfaction.
- Delivered friendly, knowledgeable support that improved customer satisfaction.
- Received recognition from management for outstanding performance for exceptional customer service.
Time stamping the Audio and Text formats (Court Documents)
VERTEX SYSTEMS PRIVATE LIMITED
Chennai
06.2006 - 10.2010
Education
Bachelor - Computer Application
Sabarmati University
HSC -
Nellai Nadar Matriculation Higher Secondary School
ChennaiSSLC -
Sri Sankara Matriculation Higher Secondary School
ChennaiSkills
- Quality auditing
- Process improvement
- Escalation management
- Performance feedback
- Team coaching
- Root cause analysis
- Technical troubleshooting
- Network troubleshooting
- Email configuration
- Remote support tools
- Windows operating systems
- Antivirus and security software
- Microsoft Office suite
Personal Information
- Date of Birth: 1985-12-29
- Gender: Male.
- Nationality: Indian.
DECLARATION:
I hereby declare that the above mentioned information is true to the best of my knowledge and belief.
PERSONAL PROFILE:
- Father's Name : P. S. Purushothaman.
- Languages Known : English & Tamil.
Timeline
Quality Analyst
FOUNDVER INDIA PRIVATE LIMITED
07.2025 - 09.2026
Team Leader Growth Point
FOUNDVER INDIA PRIVATE LIMITED
08.2022 - 12.2022
Subject Matter Expert
FOUNDVER INDIA PRIVATE LIMITED
05.2021 - 06.2025
Technical Assistance (Netzero and Juno)
SUTHERLAND GLOBAL SERVICES
10.2010 - 10.2012
Time stamping the Audio and Text formats (Court Documents)
VERTEX SYSTEMS PRIVATE LIMITED
06.2006 - 10.2010
Bachelor - Computer Application
Sabarmati University
HSC -
Nellai Nadar Matriculation Higher Secondary School
SSLC -
Sri Sankara Matriculation Higher Secondary School