Sagay Mary
Bangalore
Summary
Dynamic Customer Experience Agent with a strong track record at Alorica, recognized for exceptional call management and effective team training. Achieved top performance metrics by enhancing customer satisfaction through adept complaint resolution and rigorous quality control. Proficient in Microsoft Office Suite, demonstrating a unique combination of technical capability and interpersonal finesse. Detail-oriented critical thinker skilled in managing high-pressure situations with emotional intelligence and diplomacy.
Trustworthy Tester tracking major issues and providing appropriate reports and documentation. Focused and enthusiastic and promoting exceptional skills in analytics and programming.
Competent quality assurance specialist with several years of experience in oversight of product excellence. Proven record of quality leadership in all facets of production, team performance and fulfillment or delivery. Strategic in planning, implementing and improving processes and standards which generate opportunities for sustainable company growth.
Overview
2
2
years of professional experience
Work History
Quality Associate
Alorica
Bangalore
05.2023 - Current
- Proven ability to handle customer inquiries with efficiency, ensuring satisfaction.
- Ensured quick response to customer phone inquiries, avoiding extended hold periods.
- Supported large number of clients daily by ensuring a welcoming environment and prioritizing their needs.
- Achieved excellent performance in call time and quality by rigorously following organizational policies.
- Ensured accurate explanation of payment processes and related financial documents for customer clarity.
- Supervised quality by monitoring calls, offering performance feedback, and maintaining client communication.
- Developed and implemented customer service protocols to enhance customer satisfaction.
Education
Bachelor of Arts - Psychology
St. Mary’s Girls High School
Bangalore09-2022
Skills
- Team management
- Microsoft office suit
- Vendor coordination
- Information Security
- Call Management
- Complaint Resolution
- Product Knowledge
- Call Center Operations
- Customer Relations
- Quality Control
- Team Training
- Performance tracking
Languages
- English
- Kannada
- Telugu
- Tamil
- Hindi
Disclaimer
I hereby declare that the above information is true to the best of my knowledge.
Personal Information
- Father's Name: Benedict
- Date of Birth: 24/06/2000
- Gender: Female
- Nationality: INDIAN
- Marital Status: Single
- Religion: Christian
Languages
English
First Language
Tamil
Upper Intermediate
B2
Hindi
Intermediate
B1
Timeline
Quality Associate
Alorica
05.2023 - Current
Bachelor of Arts - Psychology
St. Mary’s Girls High School