Naveen Kumar
Quality Analyst
Rammurthy Nagar
Summary
Dynamic and results-oriented professional with extensive experience in customer relations and quality analysis, seeking a challenging position to leverage my skills in a growth-oriented organization. Committed to delivering high-quality service and driving continuous improvement while fostering a positive team environment. Eager to contribute to organizational success through innovation, dedication, and a strong focus on client satisfaction.
Overview
11
11
years of professional experience
Work History
Quality Analyst
Expert Callers PVT Ltd (ECPL)
07.2019 - Current
- Conducted regular quality audits on chat interactions to ensure adherence to company policies and standards.
- Conducted thorough root cause analyses on recurring defects, resulting in the implementation of effective corrective actions.
- Provided detailed reports on quality metrics to senior management, enabling informed decision-making regarding process improvements.
- Provided constructive feedback to agents based on performance evaluations, focusing on areas for improvement.
- Acted as a liaison between operations and training teams to align quality metrics with business objectives.
- Participated in team meetings to share insights and strategies for improving overall service quality.
Client Relations Officer
Expert Callers PVT Ltd (ECPL)
03.2018 - 07.2019
- Provided primary customer support to internal
and external customers - Maintained customer satisfaction with forward thinking strategies focused on addressing customer needs and resolving concerns
- Assisted customers with setting appointments, special order requests, and arranging service requests and documented the same
- Answered constant flow of customer chats with minimal wait times
- Responded to customer requests for products, services, and company information
- Evaluated account and chat histories to identify trends, using data to mitigate future issues.
Digital Interaction Executive
24/7 Pvt Ltd. Bangalore
10.2013 - 02.2017
- Interacting with customers through various digital channels (chat, email) to address inquiries, resolve issues, and provide product information.
- Handling customer complaints and inquiries with empathy and efficiency, ensuring timely resolution and maintaining a positive customer experience.
- Staying updated on Capital One’s credit card products, services, promotions, and policies to effectively assist customers.
- Documenting customer interactions and feedback in CRM systems to track issues and identify trends.
- Engaging with customers to provide helpful information about their accounts and any relevant updates or changes.
- Collecting customer feedback and suggesting improvements to enhance digital interaction processes.
Education
B.Com - Finance
First Grade College, KGF
Kolar, India05.2013
PUC -
First Grade College, KGF
Kolar, India03.2010
SSLC -
St. Mary’s Boys High School, KGF
Kolar, India03.2008
Skills
Quality Improvement
Audit processes
Data Analysis
Report creation
Problem-Solving
Multitasking
Analytical Thinking
Teamwork & Adaptability
Feedback and Coaching
Roles And Responsibilities
- Conducted regular quality audits on chat interactions to ensure adherence to company policies and standards.
- Provided constructive feedback to agents based on performance evaluations, focusing on areas for improvement.
- Collaborated with management to design and implement training programs for agents to enhance their skills and knowledge.
- Analyzed performance metrics and trends to identify opportunities for process improvements and enhanced customer experience.
- Developed and maintained comprehensive documentation of quality standards, guidelines, and best practices.
- Acted as a liaison between operations and training teams to align quality metrics with business objectives.
- Assisted in the development of quality monitoring tools and evaluation criteria to streamline the assessment process.
- Participated in team meetings to share insights and strategies for improving overall service quality.
Professional Snapshot
- 24/7 Pvt Ltd., Digital Interaction Executive, 10/07/13 - 02/18/17
- Expert Callers PVT Ltd (ECPL), Client Relations Officer, 03/08/18 - 07/2019
- Expert Callers PVT Ltd (ECPL), Quality Analyst, 07/2019 - Present
Disclaimer
I hereby declare that the information provided above is true and accurate to the best of my knowledge and belief. I understand that any false information may lead to disqualification from employment.
Languages
English
Kannada
Tamil
Personal Information
- Father's Name: Jaya Kumar. P
- Date of Birth: 11/17/91
- Gender: Male
- Nationality: Indian
- Marital Status: Married
Timeline
Quality Analyst
Expert Callers PVT Ltd (ECPL)
07.2019 - Current
Client Relations Officer
Expert Callers PVT Ltd (ECPL)
03.2018 - 07.2019
Digital Interaction Executive
24/7 Pvt Ltd. Bangalore
10.2013 - 02.2017
B.Com - Finance
First Grade College, KGF
PUC -
First Grade College, KGF
SSLC -
St. Mary’s Boys High School, KGF