Veena R
Subject Matter Expert
Bangalore
Summary
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
6
6
years of professional experience
Work History
Subject Matter Expert
Grassroots BPO Pvt Ltd
09.2019 - 03.2024
- Actively participated in interdepartmental meetings, representing the voice of the customer service function while collaborating with other departments on strategic initiatives.
- Managed and exceeded performance metrics by consistently monitoring progress against set targets, identifying areas of opportunity, and implementing action plans to address gaps.
- Increased first-contact resolution rates through proactive problem-solving and clear communication strategies.
- Promoted a positive work atmosphere by regularly recognizing top performers'' outstanding achievements within the department.
- Collaborated with cross-functional teams to improve overall customer experience and product quality.
- Conducted regular quality audits on team interactions, providing constructive feedback to help enhance performance levels.
- Analyzed customer feedback data to identify trends and opportunities for process improvement initiatives.
Customer Support Executive
Vadamalai Groups
08.2018 - 08.2019
- Worked on Chat support for Banking process.
- Determining client needs and provide appropriate solutions.
- Received awards for the best performance and excellent customer service.
Education
Pre-University Education - Commerce
Kairalee Nikethan
Bangalore 04.2001 -
High School Diploma -
St. Annes School
Bangalore 04.2001 -
Skills
Strategic Thinking
Training and mentoring
Strong analytical skills
Creative solutions
Relationship Building
Self Motivation
Problem-solving abilities
Multitasking
Adaptability and Flexibility
Timeline
Subject Matter Expert
Grassroots BPO Pvt Ltd
09.2019 - 03.2024
Customer Support Executive
Vadamalai Groups
08.2018 - 08.2019
Pre-University Education - Commerce
Kairalee Nikethan
04.2001 -
High School Diploma -
St. Annes School
04.2001 -