Customer Service Quality Assurance
Resume:
Kumar.B.M.L
Flat no *** Ojus Apartment
Malleshwaram
Bangalore-560003
Email : *********@*****.***
Contact no :
Profile
Work experience of more than 7+ years in service sector
Proficient with both training & production functions.
1. Globals Technologies
Working as a Trainer (freelancer) from January 2013 till date
Job Overview
* Conducting training sessions on Dazzle programme
* Training on Soft skills and presentation skills
* Planning and implementation of self development programmes
2. Company: Capita India Private Ltd -AXA Process- Life & Pensions
(Insurance Claims and Surrenders Process)
Worked as Subject Matter Expert & Process Trainer from June 2004 till April
2012.
Job Overview:
> Training in Insurance related topics with reference to surrender of
claims and surrender of Life policies
> Specific training in respect of policies mortgaged and deposited for
banks or building society
Quality Audits by Following SOX Guidelines (Sarbanes Oxley)
> Payment Authorizations & Checking
> Managing Work Flow Management
> Conducting Training /Feedback sessions on compliance
Related topics pertaining to AML, DPA, TCF & Fraud awareness
> Implementing procedures to improve productivity & Quality
> Identifying Breaches & reporting the same
> Retention of customers by providing inputs
Achievements
> Have been responsible for training of 8 to 10 trainees with in a span of
6 weeks together ensured that all trained trainees have been able to
deliver 100% in respect to production and providing good quality in
cases delivered
> Ongoing customer support to existing customers by meeting SLA's and
commitments. Designed & implemented proactive support model for key
customers
> Organize conference calls or Email client to obtain latest process
updates & share the information with the team.
> Conducting spot training and briefing sessions to keep the team abreast
of the latest developments in processes.
> Handled complex quality assurance programs pertaining to the team.
> Accountable for management of staff of 15 members in absence of Team
Leader.
> Offered constantly high class and well-timed customer service to reach
individual objectives and aimed performance levels
> Reviewing SOX sheets as & when there is any changes to procedure &
recommend the same to Technical team for approval roll out new SOX
procedures to team & to ensure that team complies with changes in
processes.
> Preparation and sending quality reports to UK counterparts pertaining to
Quality audits done on a weekly basis with reference to cases audited
and summary of cases where in there are failures and root cause analysis
for the same
> Reviewing targets achieved during a particular week by each team members
and providing feedback where necessary.
> Responsible for sending Retro reports back to UK counterparts on a daily
basis with reasons as to why cases have missed out and focusing on
remedial measures
> Calling UK customers for conducting online identity & verification check
( Experian check) & thereby reducing the time in processing request .
3. Company: Sri Rama Diagnostics Laboratory
Worked as Customer Support executive for 15 Months from Jan 2003 To Mar
2004.
Functional summary:
V Marketing of Labs products & Services.
V Arranging for meeting with key clients & Ensuring the development,
implementation and execution of processes to ensure smooth
functioning.
V Preparation of Lab reports & invoices, maintaining of Books of
Accounts including Petty cash book & Ledgers.
V Monitored checking, Cashiering & billing activities, tallied cash &
money receipt to confirm correctness of transactions.
Scholastic Records:
* 2002- Bachelor of Commerce, Seshadripuram College
Other Qualifications:
MS Office Excel & Word
Tally- 5.4 Version, Basic Oracle from Silicon Technologies.
SAS certification from GITS Academy.
Personal Details:
Father's Name: Late RNK Murthy
Date of Birth: 18/09/1981.
Hobbies: Listening to Music, Interacting with people.
References will be furnished on request
Place: Bangalore
KUMAR.B.M.L
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