Process Improvement Quality Analyst
Resume:
Jan **** - Present
April ***0 - Sept 2020
Tanmay Bapat
Flat no 502, Alliance Laxman Villa, Vardayani Society, Pashan-Sus road, Pune, 411021
853******* ***********@*****.***
Summary
Experienced Quality Analyst with 2+ years of experience in process improvement and quality assurance. Achieved an average of 40% reduction in customer complaints through effective process optimization and testing. Proven ability to analyze data, identify trends, and develop strategies to improve product quality and customer satisfaction.
Education
BITS Pilani
B.Tech
Kendriya Vidyalaya Babina Cantt
HSC
Kendriya Vidyalaya Babina Cantt
SSC
Experience
Mphasis
Quality Analyst - L3
Experience leading process improvement initiatives. Strong data analysis skills and the ability to drive process change using data driven decision making Improve Quality / Risk Management
Problem resolution root cause analysis. Six Sigma process improvement projects. Designed a new scorecard, and modified training manuals, trained and provided support for 100+ agents. Collaborating with Training & Development team to enhance quality guidelines, policies, and procedures to achieve organizational objectives.
SME
Building relationships with internal and external cross-functional teams and vendors to ensure smooth, continuous execution of orders.
Communicating with external customers (Carriers, Vendors/Suppliers) and internal customers (Finance, Ops Excellence, Fulfillment Centers)
Delivery of dedicated services from a mutually agreed Service Delivery Plan. Avoid serious critical issues, by providing timely resolution to technical and product inquires. Highlights trending/hot issues proactively to management, works towards full resolution, providing timely root cause analysis.
Service Desk Specialist
Provide L1/L2 Support to End Users for Software / Products. Working cross functionally with the fulfillment team to resolve the escalations. Strong troubleshooting knowledge for common software errors in Microsoft windows and Apple macOS. Detail orientation, technical details, following established processes and assisting with the development of new or changes to support processes
Tech Mahindra
Technical Support Advisor
Help customers by troubleshooting issues and taking responsibility to see that the issue is fully resolved. Work independently with limited oversight from a supervisor. Create knowledge base materials dedicated towards operational efficiency while also empowering and enabling the developer community
Resolve customer service issues and skilfully manage complex customer service problems. Develop and maintain technical expertise in assigned areas of product functionality and utilize that expertise effectively to help customers
Amazon (Contract)
Customer Service Associate
Amplified customer centricity and marked 4.5 on a scale of 5 for customer satisfaction resulting in 10% increase in the customer retention.
Coached on how to use knowledge base and importance of Andon Cord Pulling by taking 2 sessions for the incoming batch.
Experience in a customer facing environment, and logistics. - Strong execution skills, action oriented, go getter. Ability to work in ambiguous situations and to come out with solutions as per the situations faced. Good people management skills. - Comfortable with reading, writing and communicating in English. Proficiency in MS Excel.
Skills
Customer Experience
Customer Satisfaction
Lean Six Sigma
Supervisory Skills
People Development
Team Leadership
IT Service Desk
MS Excel
Program Management
Planning and Coordination
Critical thinking
Salesforce CRM
Genesys
Fraud Management System
Troubleshooting
AWS Appstream and Workspaces
Genesys
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