Quality Technical Support

CURRICULUM VITAE

R.ROHITH KUMAR E-mail-Id:*******************@*****.*** Address: L40/2 TNHB CENTRAL AVENUE Phone: +91-995*******

KORATTUR, CHENNAI – 600080.

Intend to work as a key player in a challenging and creative environment where I can apply my acquired knowledge towards the progress of the company and also to pursue a challenging and a rewarding career.

Working knowledge on the advanced computer Applications and the Microsoft Operating Systems. I am looking for a challenging position, which will build on my skills, experience in the field of electronic communication and allow the scope for upward movement;

Basketball player at School level.

Playing video games.

Listening to Music.

Chatting with Friends and reading Books.

COMPANY : Magus Customer Dialog Private Limited, No: 372, Ratna Building,3rd& 4th Floor, Alwarpet, Chennai 600018.

POSITON TITLE : Quality Analyst,

PERIOD : Sep 16th 2016 to Apr 27th 2017.

My role of the Quality Analyst is to perform quality assurance audits on phone calls and case logs.

As a QA I will review and grade customer contact events for technical accuracy, compliance to policies and procedures and observable soft skills.

Provided feedback to assist in the creation of quality standards and performance improvement goals.

Performing Case and Call assessments within agreed timeliness Producing Quality Reports.

Providing feedback to the Team Leaders and Coaches

Listen to Calls both Live and recorded Daily Case monitoring Compile,

Analyze and publish quality data Investigate and determine root cause of customer complaints One on One feedback sessions Calibration with team members and other support staff Analyze Customer surveys.

COMPANY : KOCHAR INFO TECH PVT LTD. Sp-31 A, 2nd Floor, Ambattur Industrial Estate, Chennai-600058;

POSITON TITLE : Quality Evaluator,

PERIOD : May 14th2014 to Sep 16th 2016.

Identify and give feedback on agent shortcomings in soft skills and process knowledge.

Online/offline monitoring of agent calls to audit and scrutinize.

Daily Reports on Quality Deviations

Auditing calls based on set parameters and CTQ’s.

Taking training for new batches regarding quality parameters. Preparing shift timing reports reviewing the performance of the agents giving Feedback to operations regarding any deviations in process.

Key Achievements:

Retrieved and analyzed QA information to identify root causes of performance gaps and other QA problems.

COMPANY : PRITHVI Pvt., Ltd;

POSITION TITLE : TSE TECHNICAL SUPPORT EXECUTIVE (DTH PROCESS)

PERIOD : June 11/2013 – April 30/2014.

Helping reps in OJT, handling their Escalation calls, certifying the trainees with less AHT to the floor;

Answering calls to resolve customers query and complaints. As a Team Mentor giving a product knowledge to me and on the call the customer get the solution;

Best Performer in Punctuality No Late Login and No unnecessary leaves

To ensure that all stages of nesting are followed thoroughly, there by identifying the needs and implement them immediately.

Major Responsibilities make outbound calls and there by generates leads for the Mortgage campaign..

Handling Escalation calls

Taking care of Junior Agents and keeping track of their Performance Report and hand over to Team Leader.

Keeping Track of unresolved SR’s and follows it to find the resolution for that SR’s.;

Helping Junior Agents to Improve their Process Knowledge and Guide them to Achieve Process Goals;

Taking Care of a Team When Team Leader is not available.

Develop self, and maintain Knowledge in relevant field at all times.

X Class Student’s tutorial centre, Aynavaram, Chennai May 2010, SSLC State board Private average mark is 48% at 2010;

Educational Background: Diploma in Specialization Electronics & Communication Engineering in 2013 at a S.M.P.T College, Avadi, Chennai Jun 2010 –2013.

Computer Hardware and networking (ADCH).

in C & C++,H.T.M.L;

Linguistic Proficiency : Malayalam; Tamil and English;

Values in life : Commitment, Relationships& Friends;

Personal motivation Tool : Positive Attitude;

Date of Birth : 18.05.1995

Gender : Male

Father’s name : Raj Mohan B

Mother’s name : Radha R

Permanent Address : L 40/2 T.N.H.B Central Avenue Korattur Chennai-600080.

Mobile No : +91-995*******

Email Address : *******************@*****.***

Declaration:-

I declare that the above details specified by me are true and correct to the best of my knowledge.

Thanking you and looking forward for your favorable reply.

Date: Yours Faithfully; Place: (R. Rohith Kumar).

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