Vijin Viswambharan
Bengaluru
Summary
Detail-oriented and results-driven Call Monitoring Specialist with over three years of experience in quality assurance, performance analysis, and customer service optimization. Adept at reviewing and assessing calls for compliance, accuracy, and customer satisfaction, ensuring that all interactions meet company standards and regulatory requirements. Strong analytical skills combined with the ability to provide constructive feedback to agents for continuous improvement. Proven track record of identifying trends, implementing process improvements, and contributing to the overall enhancement of customer experience. Skilled in using various call monitoring software and CRM tools to track performance metrics and generate reports. A proactive communicator with a keen eye for detail, committed to maintaining high standards of service quality while fostering a positive work environment.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Quality Assurance Professional
Foundever
08.2021 - 09.2024
- Evaluate and score customer interactions (calls, chats, emails, etc.) based on established quality standards.
- Assess call handling, accuracy of information, compliance with scripts, tone, and customer satisfaction.
- Provide detailed, actionable feedback to agents to improve performance and service delivery.
- Reporting & Analytics:
- Compile and maintain accurate records of call evaluations, performance data, and compliance audits.
- Generate weekly or monthly quality assurance reports for management review.
- Analyze trends in call performance and customer satisfaction to identify areas of improvement.
- Performance Coaching & Feedback:
- Conduct one-on-one coaching sessions with agents based on call evaluation results.
- Collaborate with team leads and supervisors to implement performance improvement plans when needed.
- Identify recurring issues in customer interactions and propose process or policy changes to improve overall quality.
- Suggest enhancements to scripts, training materials, and workflows to improve customer experience and operational efficiency.
- Provide feedback and insights during team meetings to continuously improve service delivery and achieve KPIs.
Sole Proprietor
Karthika Traders
02.2019 - 06.2021
- Effectively managed and operated the business with strong leadership and entrepreneurial insight
- Supervised all facets of business operations, ensuring efficiency in procurement, sales, and customer relations for sustained growth
- Consulted with customers to assess needs and propose optimal solutions.
- Entered income and expense details into business databases to track purchases and address variances.
- Fulfilled customer shipping needs by completing all purchase orders and customer invoices.
- Promoted business via social media to generate leads and maximize brand identity.
Customer Service Executive
National Bank of Ras Al Khaimah
09.2015 - 08.2018
- Delivered outstanding customer service, efficiently managing inquiries and resolving issues to maintain high satisfaction levels
- Actively contributed to and fostered a collaborative team environment, enhancing overall service effectiveness
- Described product and service details to customers to provide information on benefits and advantages.
- Provided company information and policies to customers upon inquiry and answered questions via phone, email, or online chat.
- Resolved customer billing errors by researching issues in system, asking open-ended questions, and determining root causes of problems.
- Assessed customer service trends and evaluated complaints to determine areas in need of enhancement.
- Promptly responded to inquiries and requests from prospective customers.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
Customer Service Executive
Globally International
06.2010 - 12.2014
- Tasked with updating the yellow pages for existing members while providing comprehensive guidance during the update process
- Successfully upsold upgrades and additional products to members, enhancing customer engagement
Education
B.Com - Accounting And Finance
Suresh Gyaan Vihar University
RajasthanHigher Secondary School Certificate - English
Maharashtra
MumbaiSecondary School Certificate - English
CBSE
MumbaiSkills
- Evaluate reports
- Performance Improvement
- Conflict Resolution
- Multitasking Abilities
- Problem-solving aptitude
- Employee Training
- Analyze data
- Strategic Planning
- Adaptability
- Time management abilities
- Quality Assurance
- Constructive feedback
- Calibration
- KPI
Certification
Project Management Foundation, PMI.
Languages
English
Hindi
Malayalam
Timeline
Quality Assurance Professional
Foundever
08.2021 - 09.2024
Sole Proprietor
Karthika Traders
02.2019 - 06.2021
Customer Service Executive
National Bank of Ras Al Khaimah
09.2015 - 08.2018
Customer Service Executive
Globally International
06.2010 - 12.2014
B.Com - Accounting And Finance
Suresh Gyaan Vihar University
Higher Secondary School Certificate - English
Maharashtra
Secondary School Certificate - English
CBSE