Customer Service Sr. Quality Assurance

Jayadeva Raya Gumma

Mobile: 789**-***** E-mail: **********@*****.***

OPERATIONS MANAGEMENT

Quality Analyst • Credit Card Financial Services • Tele Communication

PROFESSIONAL

SYNOPSIS

A dynamic professional with 6 + years of experience in the areas of Quality Assurance, First Call

Resolution, Customer Retention and Customer Experience. Highly effective communicator and team

player with proven ability to build long-term relationships with internal and external customers by

establishing a high level of confidence and trust. Proficient in managing first call resolution and quality

assurance and provide business inputs to improve the process

AREAS OF

EXPERTISE

• Training and Product Improvement

• Team Building/Management

• Performance Management

• Managing Staffing and SLA Achievement

• Support Planning and Deployment of business improvement

• Customer Service

• Problem Solving and Decision Making

PROFESSIONAL

EXPERIENCE

Mphasis an HP Company – April 2006 Till –May 30 2014

Quality Analyst for Australian Process Charge Card from August 2010 Till – May 30 2014.

• Worked as Quality Analyst with Mphasis and HP Company, for Australian Process.

• 360 degree analysis on Customer Accounts to make sure 100% resolution is given to Customer’s,

Listening to calls to make sure policy and procedure’s are followed and customer satisfaction is

meet.

• Preparing MIS scores for Quality and First Call Resolution to provide inputs to management and

client.

• Providing Inputs to training team to conduct product refreshers on necessary improvement topics.

• Job includes handling team of 40 Member team, providing feed back on First Call Resolution and

Quality Scores.

• Client engagement on weekly bases to improve Quality Scores and First Call Resolution, process

improvement.

Sr Relationship Manager from July-2008 to August 2010

• Worked as an associate for Diners Club Australian Customer Service.

• Job Included taking Call for Customer, Merchant, Authorisation to make sure their issues are

addressed and solved and customer satisfaction is provided.

• I was a part of Customer Retention Team which included retaining customers. During the phase job

also included we meet the retention target for the centre.

• Used to be a part of client calibration session’s to improve Customer Service.

• I was back up for command centre (RTA). Job included preparing roster, maintaining service level

and generating reports and send them to clients.

Relationship Manager from August – 2007 to July - 2008

• Worked as an associate for UK Credit Card Customers.

• Job Included to make sure the monthly targets is met.

Relationship Manager from April – 2006 to August - 2007

• Worked as an associate for leading telecom company india.

• I was part of technical help desk which included escalations on Internet facility provided by Airtel.

• My Job included to make sure my KRA’s are met which included, AHT, Quality, and Customer

Satisfaction.

EDUCATION

Manonmaniam Sundaranar University

Bachelor in Computer Application (Perusing)

AWARDS AND

HONORS

Awarded as “Best Agent on Month” twice in 2012

Awarded as “Best Agent of Quarter” in 2011

Received “Best direct customer feedback in 2011 and 2012”

PERSONAL

DETAILS

Date of Birth : 25th October 1982

Address: 19-9-40C/Flat 302 Kennedy Nagar, Old Tiruchanoor Road, Tirupati - 517501

Jayadeva Raya Gumma

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