Senior executive

Kesiya Thomas

Quality Assurance

+974-********, ******.********@*****.***, Doha, Qatar

Professional

Summary

Experienced Quality Assurance professional, excelled in providing excellent customer service, proven knowledge in administrative duties. Currently, expecting opportunity in any field which requires me to work with integrity, commitment, interpersonal Skills and knowledge is MS Office.

Skills

• MS word, Excel, PowerPoint

• Customer Service

• Flexibility

Working History

• Attention to detail

• Analytical

• Responsibility

Senior Executive (Store Manager)

Aditya Birla Group - Vodafone Idea Ltd, Bangalore, India Jan 2018 - Sep 2018

• Ensuring revenue targets are met and store profitability at retail stores through Sales and other revenue line item

• Generate reports, handle requests and complaints, Replying to email, telephone or face to face enquiries

• Managing team by providing information, assistance, update on new changes

• Maximizing profitability and setting/meeting sales targets

• Maintaining statistical and financial records

• People Engagement- ensuring Attrition is under control

• Customer Experience- providing excellent customer service at the store

• Quality Of sales and reduction of decay in postpaid

• Preparing promotional materials and displays enhancing customer experience along with recruiting, training, supervising and appraising staff Senior Quality Analyst

Aditya Birla Group - Idea cellular Ltd, Bangalore, India

• Auditing the call quality of business partners to achieve and deliver the required level of service set by the organization for Service Plus (Premium customer)

• Customer interactions for service recovery if any fault found during the evaluation

• Health checks on the compliance & Non-compliance parameters set by organization

• Ownership of relevant reports and PowerPoint presentation

• Prepare and update the documents required for Knowledge Base on product and process and calibration sessions with the partners Quality Analyst

Concentrix – Bangalore, India

Apr 2014 - Nov 2014

• Online quality check on the international job portals content and design

• Ensuring the client requirement is met

• Identify the training requirements and suggest the same to the Training team

• Ownership of relevant reports weekly, monthly and quarterly Nov 2014 - Dec 2017

Sales Executive / Quality Analyst

Hinduja Global Solutions, Bangalore, India

Jul 2009 - Apr 2014

• Identifying prospect customers and making it a sale. Regular knowledge boost on technical aspects in automobile industry

• Analysis on competitive launches and preparing on the objection handling for effective sales

• Quality monitoring for Emails on customer interaction

• Regular checks on templates and designing new templates as per new plans and products

• Handling customer escalations and ensuring service recovery is done. Supporting training and briefing activities

• Ensuring the sales targets are met with quality sales. Managing verification team to avoid wrong leads sent to the field

• Regular interactions with the clients for regular process updates and cascade the same to the team

Customer Relation Officer-Sales

Aegis BPO, Bangalore, India

Jun 2008 - May 2009

• Tele calling prospective customer base for sales of Insurance policies

• Meeting the business targets

• Comparison study on various product in the market to be well versed with the product sold

• Providing suggestions to the client to improve the sales based on competitors offers I hereby declare that the information contained herein is true and correct to the best of my knowledge and belief.

(Kesiya Thomas)

Education Bachelor of Commerce - May, 2007

BHS First Grade College - Bangalore, India

Languages English, Malayalam, Hindi, Tamil

Personal Details Date of Birth - 12-02-1987

Gender - Female

Marital Status - Married

Nationality - Indian

References Will be shared upon request

Certificates ‘Excellence Award’ for ensuring Smooth transition of Business – Idea Cellular Ltd

‘Achiever of the Month’- Concentrix

‘Best Quality Analyst’ of the Month- HGS

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