Yash Thakkar

• Conducted daily audits focused on key performance indicators (KPIs) such as FCR,NPS, Keyword Search Audits, and Extreme Repeat Caller Audits to ensure service quality and customer satisfaction.

• Generated actionable insights from audit findings and presented them through comprehensive reports, PowerPoint presentations, Weekly Business Reviews (WBR),and Monthly Business Reviews (MBR).

• Published mass mailers and managed customer complaints and AFT to drive continuous improvement.

• Authored and shared case studies highlighting best practices and key learnings from quality initiatives.

• Delivered 1:1 feedback sessions and conducted group coaching sessions to align teams with performance goals and enhance KPI achievement. Led and contributed to SCIO improvement projects, including the creation and support of Decision Trees (DT) for process enhancement.

• Collaborated cross-functionally to support quality initiatives and foster a culture of excellence and accountability

• Maintained up-to-date knowledge of applicable regulations, standards, and best practices related to quality assurance.

• Worked with the team to provide resolution and help Frontline advisors with system navigations and correct process if needed.
• Worked as escalation point between Frontline and Customer Relations. And ensured to get themaximum concerns resolved over the chat to reduce escalations.
• Helped the team manage and distribute extra follow ups for the Rm’s on leave or week offs.
• Worked towards achieving common goal as a team and ensured that score card parameters areachieved.
• Managed the queue internally with the team to ensure RM’s are available to help the Frontline agent and customers.

• Confer with customers over chat, calls, and emails to provide information about products andservices, to create requests or cancel account, or to obtain details of complaints.
• Keep records of customer interactions and transactions, recording details of inquiries, complaints,and comments, as well as actions taken.
• Resolve customers service or billing complaints by performing activities such as activate valueadded services, change price plan and explaining bills.
• Served as point of contact and liaison between system and customer to provide current informationon account status, and to ensure favorable outcome resolutions.
• Assisting customers in troubleshooting minor technical issues.