Balaji.S

Adithya Nilayam Apts, Plot No**, T-*, *rD Floor,

Beside Ramachandra Theatre,

Vishnupuri Colony, Anandbagh, Malkajgiri, Mobile No: +91-95-426-*****

Hyderabad, Andhra Pradesh -500047. Email Id: acqldm@r.postjobfree.com

Objective

On the lookout for a position with the intention of utilizing my abilities in the area of work, which in turn, would afford me constant concurrent growth and for organization.

Experience Summary

• Working with AEGIS LIMITED since 16th Jan’13 till date.

• Promoted as a Subject Matter Expert(Floor Support) since 09th Nov’13.

• Promoted as a Specialist – Quality Effective from 01stSep’14 till date.

JOB PROFILE AS A QA:

Handling a team of 50 agents

Audit calls and provide feedback.

Preparing team performance on weekly & Monthly basis

Coordinating with operations and Training team to arrange refresher trainings based on weekly TNI.

Analysis on Instant Customer Feedback and share it with Operations/Training/Client on daily basis

Preparing the Quality performance decks for business reviews and Client reviews.

SPOC for certification process of new hired batches from quality end

Attending all the Meetings with the Clients for better improvement in Quality Scores.

Initiative Projects like customer impacting improvements, sharing of best practices.

Class room training for new hired batches on defined quality parameters.

Releasing Internal & External Quality scores to operations and training to on a daily basis

Attending Call Calibrations with Client and Internal Team

Conducting Briefing / Team Huddles Pre & Post shift on daily basis

Conducting Dip check to the agents twice in a Week on New Product/Process updates

Sharing Audit observations of Process with Client & Internal Team on Daily and Weekly basis

Worked as CUSTOMER CARE EXECUTIVE for 9 MONTHS with AEGIS LIMITED

JOB PROFILE:

Handling calls at escalation level.

Communicating and escalating issues to Team leaders time to time

Supporting Floor and providing assistance for New Hired Agents

Mentoring Performance of Team in the absence of Team Leader

ACHIEVEMENTS:

Rewarded as AEGIS Certified Quality Auditor.

Rewarded as Best Quality Analyst for 6 months in Year 2014.

Rewarded Star performer for the 4th Quarter in 2013.

Certified As “Best Collection Executive” from National Development Skills Academy

Got RNR’s for 7 Months for Best Customer Service By meeting 99% Quality in calls.

Academic

Intermediate Education from Ratna junior college with 50.8% in the year 2006.

SSC with 67% from Frobel’s Garden High school In Year 2001.

TECHNICAL SKILLS:

Operating Systems - MS-DOS, Windows 98, 2000, 2003, XP, Vista, Windows 7 and 8 and 10

Technical Courses - DMA (Diploma in Multimedia & Animation)

PERSONAL SKILLS:

Ability to work creatively and effectively with staff and managers.

Able to plan, prioritize and implement activities.

Committed for excellent service in customer satisfaction and maintaining quality as well as efficiency

Outstanding skills in analysis, strategy and planning.

Diplomatic and assertive in dealing with people

Enthusiastic, personable & professional in appearance and manner.

Strong leadership qualities; able to take charge and complete tasks in a timely manner

Strength in problem solving and conflict resolution.

Languages Known

English, Telugu, Hindi (Read & Write) & English, Telugu, Hindi, Marathi, Punjabi, Tamil, Kannada and Malayalam (Understand).

Personal Details

Name : Balaji.S

Sex : Male

Date of Birth : 13-07-1989

Marital Status : Single

Nationality : Indian

Religion : Hindu

INTERESTS

Playing Cricket

Reading Books

Watching Movies

Listening to Music

Internet Surfing

Date:

Place: Hyderabad Balaji.S

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