Mohan Selcia
Bangalore
Summary
Skilled quality professional prepared for role in monitoring and enhancing call center performance. Known for strong analytical abilities, effective communication, and keen eye for process improvements. Focused on team collaboration and consistently achieving results, adapting seamlessly to evolving needs. Proficient in quality assurance methodologies, data analysis, and feedback delivery.
Quality-focused professional with robust history in call center environments, specializing in quality assurance and process optimization. Known for delivering insightful evaluations that drive continuous improvement and enhance customer interactions. Strong collaborator with track record of adapting to evolving operational needs and maintaining team cohesion while achieving key performance targets.
Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level [Job Title] position. Ready to help team achieve company goals.
Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.
Overview
4
4
years of professional experience
Work History
Quality Analyst
Magicbricks Realty Services Private Limited
07.2022 - Current
- Improved customer satisfaction ratings by analyzing call recordings and identifying areas for improvement.
- Enhanced call center performance by implementing quality monitoring processes and providing feedback to agents.
- Conducted regular evaluations of agent interactions, ensuring consistency in delivering exceptional service.
- Served as a subject matter expert on call center quality assurance, providing guidance and expertise to colleagues and management as needed.
- Maintained detailed records of quality evaluations, providing valuable insights for ongoing performance reviews and improvement initiatives.
- Promoted open communication between quality analysts and agents, fostering an environment conducive to growth and learning.
- Minimized customer complaints by proactively addressing potential issues through close monitoring of call metrics.
- Established strong relationships with key stakeholders, ensuring alignment of quality objectives and ongoing support for improvement initiatives.
Teleperformance Business Serives India Limited
Customer Service Associate
02.2021 - 05.2022
- Successfully resolved customer disputes related to interest rates or payment terms, maintaining high levels of client satisfaction despite challenging situations.
- Streamlined the loan application process, resulting in faster approvals and disbursements for customers.
- Supported clients throughout the entire loan process, addressing concerns and answering questions promptly.
- Increased client satisfaction by maintaining a strong knowledge of various loan products and options.
- Built strong relationships with clients, fostering trust and loyalty to ensure repeat business.
- Improved customer loan application experience by providing personalized consultations and guidance.
- Processed loan applications and monitored progress from start to finish.
- Developed and maintained relationships with customers, lenders and other third parties.
- Approved loan applications based on customer creditworthiness and provided detailed financial advice.
Education
No Degree - Diploma in Computer Engineering
Dr Dharmambal Government Polytechnic College
Chennai03-2020
Skills
- Audit processes
- Quality improvement
- Quality processes
- Data analysis
- Report creation
- Continuous improvement
- Lean six sigma
- Training implementation
- Protocol review
- Equipment calibration
- Decision-making
- Customer service
- Documentation skills
- Idea development and brainstorming
- Technical support
Languages
English
Bilingual or Proficient (C2)
Tamil
Bilingual or Proficient (C2)
Kannada
Elementary (A2)
Telugu
Beginner (A1)
Malayalam
Beginner (A1)
Timeline
Quality Analyst
Magicbricks Realty Services Private Limited
07.2022 - Current
Teleperformance Business Serives India Limited
Customer Service Associate
02.2021 - 05.2022
No Degree - Diploma in Computer Engineering
Dr Dharmambal Government Polytechnic College
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