RESUME

Objective:

A Challenging position in an organization where my technical and analytical skills would be applied for the betterment of the organization.

Professional Experience:

Company Name: Sutherland Global Services, Chennai.

Process: International non-voice (Chat &Email)

Duration: 3 years (1 year as a consultant and 2 years as Sr. Specialist Quality)

Educational Background:

B.Tech information Technology from Coimbatore institute of engineering and technology, Coimbatore.

Package Known: MS Office; very good in MS Excel, Word, Outlook.

Job Responsibilities:

Preparation of performance Summary for my teams which is inclusive of the analysis on the improvement plan with use of Quality Tools, if applicable.

Randomly auditing consultants contacts in both Email and Chat support on weekly basis and coach them one on one.

Mining &Calibrations of the transactions in both the Email & Chat support, preparation of other daily & Weekly analysis reports in quality related tools and share with the team members and management team on regular basis.

Tracking daily performance of consultants. And implementation of action plans to overcome the identified area of opportunities and follow up on the action plans with necessary changes, if required.

Review with detailed analysis of site performance, the same will be shared with the team leads & team members during the brain storming and other several sessions.

Brain storming sessions with team members to analyze the area/policy need to be improved and required areas of opportunities will be cascaded to the client with suggestions to improve etc,.

Sending daily updates from clients and conducting huddles to dip check the knowledge of the updates with teams.

Conducting huddles to minimize concession and RCR without affecting the performance and sending report to team.

Projects:

Worked as a project developer for the RCR implementation (Internal/External).

Hobbies:

Dancing, Decorating and Gardening

Additional Skills:

Analytical ability, Team player, determined towards work, good learner and trainer.

Linguistics Skills:

English, Tamil, and Malayalam

Personal Profile:

Name : Hema.s

Date of birth : 09.11.1990

Sex : Female

Nationality : Indian

Address : No. 58, Eswaran Layout,

Puliyakulam, Coimbatore-45 Tamil Nadu.

Declaration:

I hereby declare that the information furnished above is true, correct and complete to the best of my knowledge.

Place: Coimbatore

Date: (HEMA.S)

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