Shubham Kumawat

Results-driven customer retention specialist with expertise in Adobe products, driving long-term customer relationships and maximizing customer lifetime value through proactive support, tailored solutions, and strategic account management.

• Conducted thorough root cause analyses on recurring defects, resulting in the implementation of effective corrective actions.
• Provided detailed reports on quality metrics to senior management, enabling informed decision-making regarding process improvements.
• Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
• Collaborated with cross-functional teams to develop and implement targeted solutions for identified quality issues, ensuring continuous improvement.

• Evaluated the effectiveness of training initiatives by tracking participant progress and gathering feedback for continuous improvement.
• Provided one-on-one mentoring to help individuals reach their full potential within the organization.
• Coached employees on best practices, providing constructive feedback to support their professional growth.
• Collaborated with subject matter experts to create accurate training content.

• Championed a culture of continuous improvement by encouraging open dialogue among team members regarding QA best practices.
• Led a team of Quality Analysts, fostering a collaborative environment that encouraged continuous improvement and skill development.
• Supported successful product launches by meticulously validating feature sets against defined requirements.
• Established effective communication channels for reporting defects, resulting in faster resolution times and increased customer satisfaction.

• Promoted positive company image and established reputation as provider of choice for educational programs in greater community.
• Worked with other departments, local governmental organizations and community groups to provide well-rounded host of services for patrons.
• Kept facility in compliance with all applicable standards and laws.
• Developed and implemented emergency response plans for disasters, security issues, and injuries.

• Identified process inefficiencies through meticulous data analysis, leading to streamlined operations and increased productivity.
• Analyzed quality and performance data to support operational decision-making.
• Created and revised procedures, checklists and job aids to reduce errors.
• Developed and maintained quality assurance procedure documentation.

• Led root cause analysis initiatives that resulted in significant reduction in recurring defects.
• Ensured compliance with regulatory requirements by meticulously reviewing documentation and maintaining accurate records.
• Recorded findings of inspection process, collaborating with quality team to implement corrective actions.
• Enhanced customer satisfaction by addressing and resolving complaints in a timely manner, demonstrating commitment to exceptional service.

• Improved overall customer satisfaction by providing constructive feedback to call center agents.
• Identified areas of improvement for agents through thorough analysis of recorded calls.
• Reduced average handling time by coaching agents on effective communication techniques and problem-solving strategies.
• Conducted regular calibration sessions with peers and supervisors to ensure consistency in evaluation standards and scoring methodologies.
• Completed root cause analyses for recurring issues identified during the QA process, leading to more efficient problem-solving methods within the organization.
• Supported the continuous improvement of call center operations through regular collaboration with team leaders and supervisors.
• Promoted a culture of excellence among call center staff through ongoing performance evaluations and targeted coaching initiatives.
• Boosted first-call resolution rates by identifying common customer issues and collaborating with cross-functional teams to address them promptly.
• Streamlined the quality assurance process by implementing standardized evaluation criteria across all teams.

• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
• Responded to customer requests for products, services, and company information.

• Communicated with insurance providers to resolve denied claims and resubmitted.
• Verified insurance of patients to determine eligibility.
• Reviewed patient records, identified medical codes, and created invoices for billing purposes.
• Reduced claim denials by meticulously reviewing patient insurance information and coding practices.