Vivek R
Bengaluru
Summary
Dynamic Service Quality Analyst with a proven track record at Criticalog India, excelling in quality assurance and client relationship management. Skilled in MS Excel and root cause analysis, I drive operational efficiency and enhance customer satisfaction through proactive communication and strategic problem-solving. Committed to delivering exceptional service and fostering long-term client loyalty.
Overview
5
5
Languages
4
4
years of post-secondary education
1
1
year of professional experience
Work History
Service Quality Analyst
Criticalog India pvt ltd
Bangalore
04.2026 - Current
- B2B Operations & Service Quality: Managed day-to-day B2B operational activities while ensuring high service quality, process efficiency, and adherence to business standards and client requirements.
- Client Relationship Management: Built and maintained strong, long-term relationships with business clients by understanding their needs, providing timely support, and ensuring a positive client experience.
- Account Management: Handled client accounts, monitored account-related activities, coordinated with internal teams, and ensured the timely resolution of client concerns to maintain account satisfaction and retention.
- Customer Query Management: Managed general customer and business client queries, provided accurate information, followed up on pending requests, and ensured timely and effective query resolution.
- Service Quality & Process Improvement: Monitored service performance, identified operational gaps, maintained service standards, and contributed to continuous improvement in client servicing and operational workflows.
- Microsoft Excel & Data Management: Utilized MS Excel for data entry, data validation, record maintenance, report preparation, data analysis, tracking operational activities, and maintaining accurate client and product information.
- Product Data Management: Maintained and updated product-related information, including product details, pricing, descriptions, and other relevant data, ensuring accuracy, consistency, and timely updates across internal systems.
- Timely Updates & Follow-ups: Provided regular updates to clients and internal stakeholders regarding account activities, product changes, pending requests, operational issues, and service-related developments.
- Risk Management & Issue Resolution: Identified potential operational risks, discrepancies, and service issues; escalated critical concerns to the relevant teams and supported timely resolution to minimize business impact.
- Cross-Functional Coordination: Collaborated with sales, operations, finance, and other internal departments to resolve client issues, streamline workflows, and ensure smooth execution of business processes.
- Client Communication & Stakeholder Management: Maintained clear, professional, and proactive communication with clients and internal stakeholders to ensure transparency, manage expectations, and strengthen business relationships.
- Data Accuracy & Quality Control: Reviewed client records, product data, and operational reports to identify discrepancies, maintain data integrity, and ensure compliance with internal processes.
- Customer Satisfaction & Retention: Focused on understanding client expectations, addressing concerns proactively, and delivering consistent service to improve customer satisfaction, strengthen loyalty, and support client retention.
- Issue Tracking & Resolution: Tracked open queries, pending tasks, service requests, and operational issues to ensure proper follow-up, timely closure, and minimal disruption to business operations.
- Operational Reporting & Documentation: Prepared and maintained Excel-based trackers, client records, operational reports, and documentation to support management reviews, performance monitoring, and informed decision-making.
- Relationship Building & Business Support: Developed trust with clients through responsive service, consistent follow-ups, personalized assistance, and a proactive approach to resolving business requirements.
Associate content moderator
Wipro
Bangalore
05.2025 - 04.2026
- reviewing, filtering, and acting upon user-generated digital content—including text, audio, images, and video—to ensure compliance with client safety policies and platform guidelines.
Education
Masters of Commerce - Accounting And Finance
Jain College
Bangalore 10.2022 - 10.2026
Skills
- Ms excel
- Quality assurance
- Root cause analysis
- Kpi and metric tracking in CSAT CES FCR SLA
Languages
English
First Language
Telugu
Intermediate (B1)
B1
Tamil
Intermediate (B1)
B1
Hindi
Intermediate (B1)
B1
Kannada
Elementary (A2)
A2
Timeline
Service Quality Analyst
Criticalog India pvt ltd
04.2026 - Current
Associate content moderator
Wipro
05.2025 - 04.2026
Masters of Commerce - Accounting And Finance
Jain College
10.2022 - 10.2026