Office Manager & Quality Analyst
Resume:
Diplomo - **%
July **** to till now
Coordinating office events, meetings, and appointments,
including scheduling and logistics.
Managing office supplies and inventory, including ordering and stocking supplies as needed.
Overseeing daily office operations and ensuring efficient functioning of all administrative processes.
Developing and implementing office efficiency and
improvement initiatives to streamline processes and increase productivity.
Office Manager
Providing constructive feedback and coaching to agents to improve their skills, product knowledge, and adherence to policies.
Analyzing chat transcripts and scoring agents based on predefined quality metrics and criteria.
Monitoring and evaluating chat interactions between agents and customers to ensure quality standards are met. Quality Analyst
St. Joseph’s Matriculation Higher
Secondary School, Ennore
JOSHUA P
Office Manager & Quality Analyst
Work Experience
Experienced professional with 7+ years in customer service and office management. Expertise in delivering exceptional customer experiences and efficiently managing
administrative tasks. Skilled in implementing process improvements to enhance efficiency and drive customer satisfaction.
Education
SSLC - 72.8%
V. Ramakrishna Polytechnic
College
Electrical and Electronics
Engineering
2012-2014
Office Manager & Quality Analyst
Elephant in the Boardroom
Managing office budgets and expenses, and ensuring cost- effective operations.
Assisting with human resources tasks such as recruitment, onboarding, and employee records management.
Conducting regular calibration sessions with supervisors and team leads to ensure consistency in quality evaluation. Generating reports and dashboards to track key performance indicators (KPIs) related to chat quality and performance. About Me
Personal Details
DOB ; 11.09.1995
Nationality ; Indian
Diplomo Project
Balloon Power Generation
Certification Courses
Honour Diploma In Computer
Application (HDCA)
Adobe Photoshop
Language
Tamil - Read, write, and speak.
English- Read, write, and speak.
Expertise
Customer Service Orientation
Problem-Solving Skills
Leadership Skills
Financial Management Skills
Administrative Skills
Organizational Skills
Ms Office
Canva
Record-Keeping Skills
Ability to Handle Confidential
Information
Sourcing and Screening Candidates
Interviewing Skills
Negotiation Skills
Time Management
Adaptability
Knowledge of Recruitment Software
and Tools
Knowledge of KEKA HRMS Software
Tools
Understanding of Employment Law
and Regulations
Ability to Build Relationships with
Candidates and Hiring Managers Validate client photos. Audit client documents.
Managed chat flow upto 3 consecutive chats in queue. Responsible for ensuring customer queries by handling questions via emails.
Assessing client needs and requirements to determine the most suitable webchat solutions.
Conducting chat calibration and chat audits.
Developing chatbot scripts and workflows to automate responses and improve efficiency.
Providing expert advice and guidance on implementing and optimizing webchat systems for client organizations. Training client staff on how to use webchat systems effectively, including chat etiquette and best practices. Monitoring and analyzing webchat performance metrics to identify areas for improvement and optimization.
Responsible for ensuring customer satisfaction by handling questions related to the request via email/chat
Managed chat flow with upto 5 consecutive chats in queue. Provided accurate and appropriate information in response to customer inquiries.
Forwarded requests as per escalation policy to higher level of support.
April 2021 to July 2023
March 2016 to May 2017
Customer Service - Email & Chat Process
Matrimony.com
Elephant in the Boardroom
India Property Online Private Ltd
Customer Service - Email & Chat Process
Web Chat Account Manager
Oct 2017 to Dec 2020
729-***-**** No: 130, Sivan Padai Street ************@*****.*** Ennore, Chennai - 600 057
Contact Details
Contact this candidate