Customer Service Quality Assurance

V ini Jayaraj **** W Yorkshire

D rive

Email: ****.*****@*****.*** Apt #2001,

P hoenix

AZ - 85027

Ph:-480-***-****

Objective :

To work for the prestigious organization with all my efficiency, diligence and

i ntegrity and enhancing the profits of the company and heightening the strong

customer rapport. My active experience and communication skills can help in

achieving the customer satisfaction.

Summary of Experience :

•5 + years of experience in one of the leading US and Australian banking

f inancial institution(this includes credit/charge card holders and merchants)

•Strong decision making and analytical skills

•Excellent knowledge in Banking Domain, specially in Credit Card and Charge

cards.

•Involved in handling the external auditing of our banking process

•Excellent communication and writing skills

•Proficient with computer literate such as Microsoft Word, Microsoft Excel,

Power point,outlook and Internet.

Work Experience:

•Worked as Senior Quality Analyst and was responsible to conduct quality

checks and also implemented measures to improve performance level

•Developed performance review reports on the agents

•Have conducted product refresher training and world class customer service

t raining

•Involved in Internal and external ISO audits and prepared RCSA report for

Quality Assurance team

•Was responsible for directing, evaluating, coaching and giving feedback to

agents

•Was responsible in conducting and scheduling calibration with the client and

sending the reports to PDH,managers and the client

•Have prepared reports (daily monitoring report,month to date report and QMR)

and was responsible to send the same to PDH,managers and the clients

•Performed the role of an associate team manager for leading a team of 5

quality specialists.

•Developed training material that may help to meet goals of the business unit

•Developed trustworthiness nagers and my Team members

Education :

Bachelor's Degree in Law from J.S.S Law College, Mysore, India.

References: Available upon request

Work Eligibility in USA :

Have a valid EAD from USCIS

Contact this candidate