Summary
Overview
Work History
Education
Skills
Accomplishments
Languages
Timeline
Generic

Supriya K

Bengaluru

Summary

Dynamic Senior Quality Analyst with a proven track record at Concentrix for enhancing customer experience and service accuracy through meticulous analysis and training. Leveraged analytical skills and empathy to boost agent performance and compliance. Adept at fostering team cohesion and driving improvements with a keen eye for detail and persuasive communication.

Overview

8
8
years of professional experience

Work History

Senior Quality Analyst

Concentrix
Bengaluru
08.2023 - 11.2024
  • Monitor customer interactions with the organization to identify areas for improvement, such as service accuracy and customer experience.
  • Analyze customer feedback and make recommendations for improvement.
  • Evaluate agent performance and ensure protocol adherence.
  • Conduct training sessions for customer-facing personnel on quality-related matters.
  • Ensure compliance with client-specific guidelines.

Customer Relations Advisor

Concentrix
Bangalore
02.2018 - 08.2023
  • Responding to customer complaints, escalating problems to the technical team or other members of the product team
  • Updating customer information in the company database, tracking and processing new orders and refunds
  • Review and give an assessment of all suspicious account activity, making sales and processing payments, when necessary
  • Conduct research into possible fraud and report on any findings, Investigate potential risks and assess those risks

Techincal Executive

Infosys
Bangalore
11.2016 - 01.2018
  • Identifying, investigating, and resolving user problems with user computer and internet issue
  • Sending invoices and account updates to clients, receiving, sorting, and tracking incoming payments
  • Addressing and resolving client questions and issues related to invoices, and providing regular, accurate reports of billing data.

Education

Bachelor of engineering - Civil Engineer

East West institute of technology
Bangalore
2016

Skills

  • Excellent verbal and written communication skills
  • Active listening skills
  • Excellent interpersonal skills
  • Sales and persuasive skills
  • Attention to detail
  • Refund and exchange
  • Attention to detail
  • Analytical skills
  • Good coaching and verbal communication
  • Good written communication
  • Empathy and emotional intelligence
  • Ability to work as part of a team
  • Goal-oriented
  • Belief in the company's mission and vision

Accomplishments

    Joined as junior executive, trained for iOS device as Technical support

    Promote to handle Mac Technical support junior

Languages

English
First Language
Hindi
Advanced
C1
Tamil
Proficient
C2

Timeline

Senior Quality Analyst

Concentrix
08.2023 - 11.2024

Customer Relations Advisor

Concentrix
02.2018 - 08.2023

Techincal Executive

Infosys
11.2016 - 01.2018

Bachelor of engineering - Civil Engineer

East West institute of technology

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Supriya K