Puneeth R S
Quality Analyst
Bengaluru
Summary
Efficient time manager. Increased capacity to learn. Self-driven and Self-reliant - set targets, lead by example, demonstrate Ethics and Integrity. Good Team Player - adaptable and flexible. Determined and decisive- solid approach to achieving tasks and objectives. Dynamic and results oriented - focused on productive results and high-yield activities. 12.5 Years of versatile experience in the industry.
Overview
13
13
years of professional experience
18
18
years of post-secondary education
6
6
Languages
Work History
Senior Quality Officer
Myntra Designs Pvt.Ltd
5 2021 - Current
- Joined as Senior Quality Officer
- Job was to audit calls and email communications between customers and frontline agents, find opportunities of improvement and provide feedback to agents
- Had 5 sites in different States of India to manage
- 8 months later, in January 2022, I was one of the 2 QAs who were chosen to pilot newly introduced Chat LOB in Myntra.
- Along with this, had taken responsibility of leading calibrations for couple of sites and was also leading calibrations where Training team, Operations team and Senior Leaders were involved
- Ensured compliance with industry regulations and standards by maintaining up-to-date knowledge of best practices and participating in relevant training programs.
- Maintained detailed documentation of all quality control activities, ensuring easy access to relevant information for audit purposes and ongoing process improvement efforts
- Achievements: Worked on several projects like I-sat, Repeat call audits, Audit form creation and more between 2022 and 2024. Based on my performance and ability to coach, I was recently chosen to support the pilot batch at our new center in Gurugram, India.
Senior Specialist II
J.P.Morgan India Pvt Ltd
03.2015 - 05.2021
- Joined Consumer and Community Banking Fraud Hotline team in Chase Bank as Fraud Prevention Specialist
- Job was to prevent fraud and avoid loss to the bank in terms of KYC, AML, Checks and Wires
- Soon started taking responsibilities within th team like tracking attendance and sharing critical/recent updates
- Moved as DC (Development Center) coach for new hires in October 2016 and coached 8 different batches over a period of 2 years - This involved supporting trainees w.r.t process, identifying opportunities, preparing coaching plan and providing effective feedback
- Handled performance driving programs/projects, deep dive analysis and action plans to improve business results - This involved identifying/collating grey areas and work towards bringing more clarity
- Identifying high call drivers and suggesting action plans to bring volumes down
- Identifying root cause for problems and collaborating with different teams if needed, for permanent solution
- Selected for 2018 CCB LeAP (Leadership Acceleration Program) after being recognized by the leaders for exceeding expectations in all deliveries
- Graduated from LeAP in December 2018
- Was promoted to Senior Specialist 2 in November 2018, after being trained on 5 different skills (Highest of all)
- Achievements: Employee of the Month, Service Excellence, FHL Flag Bearer, Site Champ, Virtuoso etc.. Mostly in 2018.
Associate Team Leader
[24]7 Inc.
08.2011 - 01.2015
- Joined as Advisor in chat program for an online shopping business called Sears
- Job was to help customers with their shopping needs and post order inquiries
- Moved as SME in October 2012, Communication Coach in January 2013, C-sat coach in June 2013, Trainer in August 2013 and Associate Team Leader in October 2013
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Provided constructive feedback during performance evaluations, fostering an environment of continuous improvement within the team.
- Established open and professional relationships with team members to achieve quick resolutions for various issues
- Achievements: Lowest Defects, Quality Champ, Best Communication Coach, Best CSAT coach, Best Team Leader for 6 months.
Technician
Hindustan Aeronautics Limited
02.2011 - 08.2011
- Technician in the maintenance department of Aerospace Unit
- Job was to partner with Engineers to find out problems in machines and fix it in case of breakdown.
- Diagnosed and repaired problems with electrical and mechanical systems
Education
Bachelor of Commerce - Finance
Dr. C.V. RAMAN University
Bilaspur, India 07.2012 - 06.2015
No Degree - Science With PCMC Combination
Sree Cauvery PU College
Bengaluru, India 06.2005 - 03.2011
High School Diploma -
ITI Ltd
Bengaluru, India 10.2007 - 10.2010
High School Diploma -
St. Joseph's Indian High School
Bengaluru, India 06.1999 - 04.2005
Skills
Attention to detail
Excellent verbal and written communication
Adaptability and Flexibility
Decision making
Strong planning, organizing and monitoring ability
Attentive and Observant
Customer service - Online sales, post order inquiry, bankingTraining, Leadership and Management
Strong Analytical skills
Banking - KYC Processing, document verification, AML, Check & Wire Fraud
Hobbies
Rides and Drives, watching and playing sports, Gym, Movies, TV/Youtube Shows
Timeline
Senior Specialist II
J.P.Morgan India Pvt Ltd
03.2015 - 05.2021
Bachelor of Commerce - Finance
Dr. C.V. RAMAN University
07.2012 - 06.2015
Associate Team Leader
[24]7 Inc.
08.2011 - 01.2015
Technician
Hindustan Aeronautics Limited
02.2011 - 08.2011
High School Diploma -
ITI Ltd
10.2007 - 10.2010
No Degree - Science With PCMC Combination
Sree Cauvery PU College
06.2005 - 03.2011
High School Diploma -
St. Joseph's Indian High School
06.1999 - 04.2005
Senior Quality Officer
Myntra Designs Pvt.Ltd
5 2021 - Current