Sharanbasappa Patil
Hyderabad
Summary
Experienced Call Center Quality Analyst who exhibits a professional demeanor and excellent communication and interpersonal skills. Skilled at evaluating both verbal and written customer contact by agents while coaching them for success in executing superior service to customers. Able to rapidly gain product knowledge.
Overview
8
8
years of professional experience
Work History
Customer Service Quality Analyst
Atria Convergence Technologies Pvt. Ltd
2022.01 - Current
- Monitoring calls
- Assess agent performance
- Monitoring trends
- Technological responsibilities
- Competitor call center analysis
- Design evaluation programs
Customer Service Representative
Atria Convergence Technologies Pvt. Ltd
2019.09 - 2022.01
- Responded to customer requests for products, services, and company information.
- Answered a constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Updated account information to maintain customer records.
- provide customersatisfactiononeverycall/e-maill.
- closure of the ticket/e-mail within the prescribed TAT
- provide speedy resolution
- resolves product or service problems by clarifying the customer's complaint
- support to all Engineers in the field, sharing the configuration, and being responsible for internal technical support and external technical cooperation
Technical Sales of Fragrances Development
Ark Chemicals Pvt. Ltd
2018.10 - 2019.05
- Add on a new client
- Maintained a Relationship with the client
- Collected new project briefs from exciting client
- Advise to new launching products in the market
- focus on sales force reports
- Handling sub-distributors state wise Entire South India
Business Retention Executive
Shriram Life Insurance Company
2016.09 - 2018.09
- Relationship executives identify and pursue business relationships with corporations and businesses.
- Manage policy renewal for existing policyholders. Send policy renewal quotation.
- Update and send details on new policies / Plans to existing customers for new business generation leads.
- Build relationships with High-Value customers and encourage new policies
- Internal and external relationships to develop sales strategies and service offerings that enable new business opportunities.
- Handling channel of Karnataka, Maharashtra zone
- Maintain a healthy project pipeline track successful closer and focus on improvement of success rate.
- Approach and convince customers for NACH (National Automated Clearing House) to High-Value Customers.
- Handling grievances.
- Maintain relationships with Agents and Field Managers
Education
Bachelor of Science - Chemical Engineering
Himalayan University
Hyderabad, India05.2017
Associate of Science - Science Education
Prerna Higher Secondary Certificate
Maharashtra04.2010
Skills
- Analytical approach to problems
- Perceptive eye for improvements
- Discerning of metrics that need improvement
- Diligent about rapid changes in the business
- In-depth understanding of the business
- Exceptional communication skills
- Empathy
- Curiosity to research issues your agents witness
- Motivational to agents
- Coaching skills
Languages
English
Upper intermediate (B2)
Hindi
Advanced (C1)
Kannada
Bilingual or Proficient (C2)
Telugu
Advanced (C1)
Reading Books
Bhagwat Geeta
Timeline
Customer Service Quality Analyst
Atria Convergence Technologies Pvt. Ltd
2022.01 - Current
Customer Service Representative
Atria Convergence Technologies Pvt. Ltd
2019.09 - 2022.01
Technical Sales of Fragrances Development
Ark Chemicals Pvt. Ltd
2018.10 - 2019.05
Business Retention Executive
Shriram Life Insurance Company
2016.09 - 2018.09
Bachelor of Science - Chemical Engineering
Himalayan University
Associate of Science - Science Education
Prerna Higher Secondary Certificate
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