Customer Service Client
Resume:
EASARA ZEENA SIMON
Visakhapatnam - 733*******
***********@*****.***
EXPERIENCE
CACTUS COMMUNICATION INDIA PVT LTD.
MARCH 2022 TO PRESENT*
QUALITY ANALYST
Monitoring calls, emails, and chats for 4 major markets (Japan, Korea, China, and ROW)
Sharing feedback, and working closely with TLs, Managers, and Sr. Managers and stake holders to plan necessary refreshers and training.
Sharing progress reports with stakeholders and teams every month
Working with L&D to chalk out relevant training and modules.
Conducting training and necessary sessions based on the audit findings individually and on a team level
Evaluated employee performance and initiated meetings ensuring that 100% of standards were met and all employees had the support required to thrive.
Proven expertise in implementing best practices relating to requirements, process design, effort estimation, testing, quality assurance, and training.
Develop strategies to increase team productivity and efficiency.
Evaluate the performance of team members and provide constructive feedback.
Created and maintained strong relationships with stakeholders.
Delivering detailed feedback to agents on their strengths and areas for improvement based on call analysis.
Coached agents on specific techniques to enhance customer interactions.
Analyzed call data to identify recurring problems or patterns in customer interactions.
Recognized areas where training or process improvements are needed.
Provided clear suggestions for training, process changes, or coaching interventions to address identified issues.
Evaluated agent adherence to company policies and procedures during customer interactions.
Assessed agent communication skills, including clarity, professionalism, and active listening.
Ensured that customer service interactions meet established quality standards and client expectations.
Generated reports with comprehensive data analysis to inform management decisions on customer service strategy.
Presented trends and patterns to identify areas for further investigation and improvement.
Evaluated agent adherence to scripts, product knowledge, problem-solving skills, and overall professionalism.
GAIAN SOLUTIONS INDIA PVT. LTD.
JAN 2016– JUNE 2020
CUSTOMER EXPERIENCE SPECIALIST
Head Started Quality Management for the complete SnapLogic Support Team.
Handling queries of our global customers through emails which involves working in different time zones,
2
Work to achieve individual and team goals,
Listening to Customer calls and provided appropriate feedback to the agents.
Generated reports with comprehensive data analysis to inform management decisions on customer service strategy.
Plan and provide Communication training (Written and Verbal) to all existing and new hires.
Assessed agent communication skills, including clarity, professionalism, and active listening.
Implementing Lean Six Sigma tools for process modeling and continuous improvement Created onboard documentation for new interns that was used to onboard.
Monitor key performance indicators (KPIs) like customer satisfaction, resolution time, and call volume to ensure quality service.
Identified complex issues that require further assistance and escalated them to appropriate team members.
DELL INTERNATIONAL SERVICES INDIA PVT. LTD.
FEB 2014– AUGUST 2014
CUSTOMER SERVICE REPRESENTATIVE.
● Assisting DELL buyers regarding the products.
● Resolving any issues customers come up with,
● Maintaining the target AHT with good quality and good customer experience.
● Providing customers with timely updates through emails and calls about their order status. IBM INDIA PVT. LTD.
APRIL 2012– FEB 2014
TECHNICAL SUPPORT PROFESSIONAL
Assisting to meet the HR needs of a company.
Helping recruiters to post jobs, hire candidates, and onboard the candidates,
Working and creating tickets on Remedy (CRM) for timely audit and accurate updates to the client.
Working on SAP, and with the SAP team to upload candidate information.
Auditing the calls and emails and score the content accordingly to improve the Quality.
Training the new hires on the product and process HSBC HDPI VIZAG
APRIL 2008– OCT 2011
CUSTOMER SERVICE EXECUTIVE
Make regular contact with the customers to collect the full overdue payment or if the full payment cannot be made then negotiate for the best possible resolution,
Work a queue/campaign of overdue and delinquent accounts,
Propose settlements and negotiations to recover delinquent balances,
Respond to written and electronic correspondence from current or delinquent cardholders who communicate to have financial difficulties,
Ensure compliance, and operational risk controls following HSBC or regulatory standards and policies; and optimize relations with regulators by addressing any issues. 3
SKILLS
CUSTOMER EXPERIENCE
QUALITY PROCESSES
QUALITY AUDITING
FEEDBACK MANAGEMENT
TEAM MANAGEMENT
VERBAL/NON-VERBAL COMMUNICATION
LEADERSHIP
TEAM COMMUNICATION
CERTIFICATION:
Lean Six Sigma Green Belt (06/2020) Certified on 29/06/2020.
Quality Champion of the Quarter (March 2023)
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