Tamim Kagalwala

• Analyzed data and metrics to identify trends and areas for improvement in service quality.
• Collaborated with teams to develop and implement quality improvement initiatives.
• Trained employees and other quality analysts on established quality processes.
• Created weekly and monthly reports to analyze trends and identify underperformers.
• Executed various projects, including CSAT/DSAT analysis, ART analysis, and RCA.
• Conducted calibration sessions with managers and leads to align team understanding of quality metrics.
• Monitored AI audits and analyzed limitations of AI systems.
• Provided feedback and suggestions for accurate integration and training of AI.
• •Sharing constructive feedback with the agents on the basis of audit findings.
• Conducted comprehensive research and data analysis to support strategic planning and informed decision-making.
• Contributed innovative ideas and solutions to enhance team performance and outcomes.

•Educated NRI customers on company products and offerings. Selling investment plans and other offerings.

•Provided customers with quality assistance through phone calls, emails, and chats.

•Building and maintaining positive relationships with customers to ensure

customer loyalty and repeat business.

•Assisting customers with their visa applications and requirements, providing

guidance and support throughout the process and verifying customer information and documents.

• I was responsible for assisting an event planner with the planning and organization of an event