Naveen Arockiasamy Kulanthai Samy
Bengaluru,KA
Summary
- Delivered seamless candidate onboarding, live exam proctoring, and multi-channel (chat, email, phone) support for global clients, maintaining 100% adherence to exam integrity and compliance protocols.
- Consistently exceeded key performance indicators (KPIs) and key risk indicators (KRIs), ranking among the top-performing agents with zero escalations over three years.
- Acted as floor lead during senior staff absences, overseeing shift operations, mentoring team members, and ensuring smooth issue resolution and service continuity.
- Provided expert technical support, troubleshooting real-time connectivity, authentication, and platform issues to minimize candidate downtime and maximize satisfaction.
- Collaborated closely with QA and operations teams to improve onboarding processes, enhance support workflows, and contribute to overall service quality improvements.
- Adapted to evolving company needs, including the 2023 transition to Omnichannel Support, expanding expertise across multiple communication platforms and tools.
- Maintained detailed documentation and compliance records, supporting audit readiness and continuous improvement initiatives.
Overview
5
5
years of professional experience
Work History
Proctor / Onboarding Agent
Examroom.ai
06.2022 - 04.2025
- Delivered seamless candidate onboarding, live exam proctoring, and multi-channel (chat, email, phone) support for global clients, maintaining 100% adherence to exam integrity and compliance protocols.
- Consistently exceeded key performance indicators (KPIs) and key risk indicators (KRIs), ranking among the top-performing agents with zero escalations over three years.
- Acted as floor lead during senior staff absences, overseeing shift operations, mentoring team members, and ensuring smooth issue resolution and service continuity.
- Provided expert technical support, troubleshooting real-time connectivity, authentication, and platform issues to minimize candidate downtime and maximize satisfaction.
- Collaborated closely with QA and operations teams to improve onboarding processes, enhance support workflows, and contribute to overall service quality improvements.
- Adapted to evolving company needs, including the 2023 transition to Omnichannel Support, expanding expertise across multiple communication platforms and tools.
- Maintained detailed documentation and compliance records, supporting audit readiness and continuous improvement initiatives.
Sales Executive
Fintrek Marketing
Dubai, UAE
09.2021 - 05.2022
- Company Overview: DSA of Emirates Islamic Bank
- Conducted client meetings and follow-ups, resulting in a 35% increase in business.
- Resolved customer issues efficiently, improving customer retention and trust.
- Trained junior agents in customer handling techniques and CRM usage.
- DSA of Emirates Islamic Bank
- Researched sales opportunities and possible leads to exceed sales goals and increase profits.
- Boosted sales revenue by cultivating strong client relationships and implementing effective sales strategies.
Product Analyst
Snap to Insight Pvt. Ltd.
08.2020 - 07.2021
- Conducted in-depth market research and competitor analysis to inform product roadmap and feature prioritization, aligning with customer needs and business goals
- Led product analysis initiatives to optimize SaaS platform performance, improving key product KPIs by 15% through data-driven insights and user behavior analysis
- Utilized tools like SQL, Python, Excel, and Power BI to extract, clean, and analyze large datasets, generating actionable insights for stakeholders
- Prepared detailed reports and dashboards to communicate findings and recommendations to senior leadership, driving strategic product improvements.
- Contributed to backlog grooming, sprint planning, and agile ceremonies, ensuring smooth product development cycles and timely feature delivery.
Product Promoter
Medplus
03.2020 - 05.2020
- Promoted healthcare products to over 100 clients weekly, addressing inquiries and offering usage guidance.
- Achieved customer satisfaction and sales targets consistently.
Education
BBA - Human Resources Management
St. Francis De Sales College
Bengaluru, India06-2020
Skills
- Customer Relationship Management (CRM)
- Conflict Resolution
- Team Leadership
- Communication & Interpersonal Skills
- Risk & Compliance Management
- Service Quality Assurance
- Microsoft Office Suite
- Onboarding
- Proctoring
- Feedback Handling
- jira
- Confluence
Personal Information
Date of Birth: 07/05/99
Certification
- Certified Jira Fundamentals Badge, Examroom.ai - 9 hours
- Certified Confluence Fundamentals, Examroom.ai - 12 hours
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Accomplishments
- Achieved Live Dasgboard by introducing Excel for getting live score of employees tasks.
Languages
English
Bilingual or Proficient (C2)
Tamil
Bilingual or Proficient (C2)
Timeline
Proctor / Onboarding Agent
Examroom.ai
06.2022 - 04.2025
Sales Executive
Fintrek Marketing
09.2021 - 05.2022
Product Analyst
Snap to Insight Pvt. Ltd.
08.2020 - 07.2021
Product Promoter
Medplus
03.2020 - 05.2020
BBA - Human Resources Management
St. Francis De Sales College
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