Varghese Thomas
Ahmedabad
Summary
Aspiring to secure a role as a Customer Success Manager by leveraging my skill sets in the right direction to assist clients in achieving their goals, drive customer satisfaction, and enhance my leadership skills by learning from the best.
Overview
14
14
years of professional experience
Work History
Assistant QA Lead • Team Coach
Effective Teleservices Pvt. Ltd.
06.2015 - Current
- Assist team of QAs to obtain audit goals by streamlining related processes
- Work closely with client and their respective servicers to accommodate various requests
- Deliver weekly and monthly performance review reports to overcome and improve on current challenges
- Work closely with Project Implementation team and assist with implementation of new projects with a primary focus of streamlining departmental processes
- Conduct and drive weekly client meets for calibration and understanding additional requirements
Sr. Associate • Quality Analyst
C-Metric Solutions Pvt. Ltd.
05.2012 - 04.2015
- Conduct performance evaluation to identify and categorize employees into top and bottom quartile
- Attend calibration calls to align understanding with client and document findings as updates to share across main-team
- Incorporate updates into current process, notifying internal teams, and ensure smooth application by main team
- Prepare weekly and monthly reports to share performance status and coaching for bottom quartile agents
- Prepare ad-hoc reports and work on special projects based on client’s request
Customer Service Executive • Records Retriever
Mednautix Outsourcing Pvt. Ltd.
12.2010 - 11.2011
- Retrieved medical records by contacting medical facilities and set appropriate expectation in the event of unavailability of resources to ensure effective retrieval
Education
BCA -
St. Xavier’s College Campus Xavier’s Institute of Computer Application
Ahmedabad, Gujarat01.2013
Skills
- Customer service
- Data analysis
- Team leadership
- Report generation
Timeline
Assistant QA Lead • Team Coach
Effective Teleservices Pvt. Ltd.
06.2015 - Current
Sr. Associate • Quality Analyst
C-Metric Solutions Pvt. Ltd.
05.2012 - 04.2015
Customer Service Executive • Records Retriever
Mednautix Outsourcing Pvt. Ltd.
12.2010 - 11.2011
BCA -
St. Xavier’s College Campus Xavier’s Institute of Computer Application
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