PRIYA ANNA STEPHANOSE
Summary
Quality control manager with 12+ years of experience in enhancing customer satisfaction and service excellence. Demonstrated success in action planning and escalation management, leading to consistent high-quality service delivery. Proficient in CRM systems and feedback collection, driving continuous improvement and strengthening client relationships.
Overview
18
18
years of professional experience
Work History
Manager - Quality Control
Growing Stars Inc
01.2024 - Current
- Check the update after very first session of customer and decide whether they are 100% satisfied to proceed with same tutor in same format
- Or else guide the Education Manager on how to proceed further
- Filter customer response email of customer & check all the CRMs of company on customer satisfaction/ complaints/ tutor late logins/ Billing concerns etc and instruct Education Manager/ Tutor on the next step to be take
- Assign time-based action to Managers to finish to ensure quality of the company service is not compromised
- Cross check CRMs on tutor change reason & decide on penalty
Customer Relations Manager
Growing Stars Inc
01.2022 - 01.2024
- Contact customer and cross check the customer satisfaction
- Work on escalations and retain customer
- Check the efficiency of Education Manager and provide solutions
Education Manager
Growing Stars Inc
01.2014 - 01.2022
- Over 12+ year's extensive experience in marketing, customer management & Quality control
- Experience from being the front face of the company to backend quality control decision making
- Understanding customer requirement - Identify tutors according to requirement, schedule sessions
- Maintain response time - to mails, chats & call/ voice mail
- Providing full assistance to tutor to deliver sessions efficiently
- Timely feedback collection to ensure customer satisfaction & quality of service
- Preparing budgets/special billing plan options for education programs
Sr. Ex Internet Marketing
IPSR Solutions Ltd
01.2013 - 01.2014
- Conducts events/ workshop according to customer needs
- Administration of Red Hat Higher module training & exams
- Identifying Prospective clients online - Identifying customer requirements & availability - generating pipeline - handing over to sales team
- Follow up & ensure enrolment - meeting customer requirement while on training
- Feedback collection & improving service
- Improving the overall client relationship, delivering reliable administrative support and customer service Manage overall client satisfaction and development of productive relationships with clients
- Research & analysis of the job market - understand the professional and technical needs of working class
- Meeting coordinator & presenting monthly analysis - Power point presentations also delivering PowerPoint presentations in Quarterly and Annual meetings
Personal Banker
HDFC Bank
01.2010 - 01.2011
- Being the point of contact - deliver customer requirement - meet branch targets
- Daily tallying of cash
- Recording of Branch transactions & custodian of chest
Systems Engineer
Armia Systems Inc
01.2007 - 01.2008
- Marketing, promotion & sales of iScripts software
- Documentation of software
- Bridging between customer & development team - help customer to build customized software
- Timely revert to customer quires, billing concerns & customization requirements
Education
MBA - Marketing
FIMS University of Calicut
01.2010
BTech - IT
NCERC University of Calicut
01.2007
Plus Two -
GMMGHSS
01.2003
SSLC -
KMCGHS
01.2001
Skills
- Excellent written and oral communication
- Quality assurance
- Action planning
- Escalation management
- Customer satisfaction
- Service excellence
- CRM expertise
- Process improvement
- Feedback collection
- Performance monitoring
- Onboarding and orientation
References
Available upon request
Personal Information
- Passport Number: G5531286
- Date of Birth: 03/24/86
- Nationality: Indian
- Marital Status: Married
Timeline
Manager - Quality Control
Growing Stars Inc
01.2024 - Current
Customer Relations Manager
Growing Stars Inc
01.2022 - 01.2024
Education Manager
Growing Stars Inc
01.2014 - 01.2022
Sr. Ex Internet Marketing
IPSR Solutions Ltd
01.2013 - 01.2014
Personal Banker
HDFC Bank
01.2010 - 01.2011
Systems Engineer
Armia Systems Inc
01.2007 - 01.2008
MBA - Marketing
FIMS University of Calicut
BTech - IT
NCERC University of Calicut
Plus Two -
GMMGHSS
SSLC -
KMCGHS
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