Shreyas HR
Bangalore
Summary
Goal-oriented Customer Support Executive skilled at building trust and rapport to maintain customer loyalty. Track record of high customer retention rates thanks to excellent communication and problem-solving skills. Thriving in both self-motivated and collaborative team settings.
Experienced Quality Analyst with a proven history of working in the Customer Service industry Strongly actioned in detail by analyzing trends/patterns of errors and bringing constant improvement Strong practical experience in implementing latest quality tools such as 7 QC tools, Lean and QMS Passion for innovating new business process solutions that result in integrated customer experience.
Overview
6
6
years of professional experience
Work History
Customer Support - Quality Analyst
Shaw Academy
Bengaluru
04.2020 - 07.2021
- Resolved customer complaints promptly and efficiently.
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided detailed information about products and services.
- Assisted customers with product selection based on their individual needs and preferences.
- Trained and mentored new team members to promote productivity, accuracy and friendly customer service.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Exceeded established service goals while leveraging customer service, sales and employee management best practices.
- Monitored calls/cases, documented and provided feedback to agents along with highlighted issues to Operations to mitigate any risk
- Timely, accurate and effective feedback and mentoring to agents based on the transactions monitored. Ensuring the agents are aligned to the Voice of the Customer and understand the Quality standards clearly
- Performed mock calls, certified new hires post-training to determine readiness for moving into BAU
- Shared quality reports with various dashboards on weekly/monthly basis; created Feedback tracker - MIS report
- Identified opportunities for cross-selling additional services or products to existing customers.
- Developed strong relationships with customers to ensure satisfaction and loyalty.
- Provided comprehensive support to customers via phone, email, and live chat, resolving queries efficiently.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Provided top quality control and eliminated downtime to maximize revenue.
Technical Support Associate
Ootru Technologies Pvt Ltd
08.2017 - 03.2020
- Resolved technical problems/ issues related to hardware, software, printer and networking via phone and Customer Care related - Order enquiries
- Conducted Inbound/Outbound calls in getting the issues resolved at the earliest with regular follow-ups
- Developed and implemented training initiatives for new hires
- Mentoring new associates on Sales techniques
- Co-ordination with cross functional teams to resolve customer issues
- Helped streamline processes and update procedures for support action consistency
Operations Analyst
First Advantage
Bengaluru
05.2015 - 07.2017
- Performing Criminal/Employment/Education background checks
- Performing Background Criminal Verification for US Applicants those who apply for Job in US,
- Adjudicating based on Client Requirement, if a particular Applicant is suitable to be hired or not
- Collecting information from local, national and international records, validating information and updating Criminal
records database maintained by First Advantage
- Abiding to the timelines, chasing the employers to expedite the process
- Providing clients with clear update on the screening process and giving them a clear view on the candidate’s
background check records
- Working on different queues to expedite the process and working on top priority clients such as JPMC, Concentric,
FedEx, TCS, Amazon etc.
Education
SSLC -
SOP’sVijaya High School
06-2010
PUC -
APS College
B.COM -
Rabindranath Tagore University
Skills
- Microsoft PowerPoint
- Google Sites
- P>Forecasting skills
- P>Process updates
- P>Reporting abilities
- P>Quality Improvement
- P>Training implementation
- Quality Processes
- Team Leadership
- Microsoft Office
- Handling Complaints
- Customer Service Management
- Support Services
- Multitasking and Organization
- Quality Assurance
- Customer Service
- Complaint Resolution
- Customer Relationship Management (CRM)
- Microsoft Excel
- Quality Control
Languages
English, Kannada, Hindi, Marathi, Tamil and Telugu
Timeline
Customer Support - Quality Analyst
Shaw Academy
04.2020 - 07.2021
Technical Support Associate
Ootru Technologies Pvt Ltd
08.2017 - 03.2020
Operations Analyst
First Advantage
05.2015 - 07.2017
SSLC -
SOP’sVijaya High School
PUC -
APS College
B.COM -
Rabindranath Tagore University
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