Piyus Prasad
Senior Customer Service Executive with 7+ years of experience in providing technical support for antivirus software issues and worked as call quality analyst. Proven track record of achieving high customer satisfaction ratings (9-9.5) and resolving complex technical issues efficiently.
Kolkata,WB
Summary
Dynamic Call Center Quality Manager at Eagle Matrix with a proven track record in enhancing customer satisfaction and reducing complaints. Skilled in escalation handling and call monitoring, I implemented targeted training initiatives that improved agent performance and streamlined processes, driving efficiency and innovation in service delivery.
Professional Call Center Manager with strong focus on enhancing team performance and achieving results. Expertise in quality assurance, process optimization, and customer service excellence. Skilled in fostering collaboration, adapting to changing needs, and maintaining high standards. Known for reliability and proactive approach to driving impactful outcomes.
Overview
11
11
years of professional experience
Work History
Call Center Quality Manager
Eagle Matrix
12.2022 - Current
- Created detailed reports outlining quality metrics, agent performance, and areas requiring additional support or resources.
- Identified trends in customer feedback and implemented corrective actions to enhance the user experience.
- Conducted root-cause analysis of recurring issues, leading to targeted training initiatives that addressed skill gaps.
- Reduced customer complaints by closely monitoring agent performance and providing targeted feedback.
Technical Sales Associate
Vmak Research And Services
04.2019 - 12.2022
- Streamlined sales processes for higher efficiency, reducing order processing times without compromising on quality or accuracy.
- Exceeded sales targets consistently through effective lead generation, follow-ups, and closing techniques.
- Provided comprehensive pre-sales support by addressing technical inquiries promptly, ensuring a seamless buying experience for customers.
- Recommended the required product and explained features and costs to help customers make educated buying decisions.
Technical Sales Associate
Adeeba E Services
03.2018 - 03.2019
Customer Service Executive
White Lion Technologies Pvt Ltd
01.2015 - 03.2018
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Managed high volume of inbound calls while maintaining a professional demeanor and ensuring timely resolution of issues.
- Described product and service details to customers to provide information on benefits and advantages.
- Reduced average call time through efficient problem-solving skills without sacrificing quality of service provided.
Education
High School Diploma -
Khalsa Model Senior Secondary School
Kolkata, India 04.2001 -
Skills
Escalation handling
Timeline
Call Center Quality Manager
Eagle Matrix
12.2022 - Current
Technical Sales Associate
Vmak Research And Services
04.2019 - 12.2022
Technical Sales Associate
Adeeba E Services
03.2018 - 03.2019
Customer Service Executive
White Lion Technologies Pvt Ltd
01.2015 - 03.2018
High School Diploma -
Khalsa Model Senior Secondary School
04.2001 -