Praveen M
Bangalore
Summary
To be a next generation leader with the ability to adapt to rapidly changing technologies and environments with a strong desire to undertake challenging jobs and to work with the team to achieve the goals of an organization.
Overview
3
3
years of professional experience
Work History
QUALITY ANALYST
TRANSWORLD SYSTEMS INDIA PRIVATE LIMITED
12.2023 - Current
- Enhanced quality standards and QA framework for continuous improvement.
- Collaborated with trainers to refine training curricula and performance measurement tools.
- Monitored email and live chat interactions to ensure adherence to service scripts.
- Conducted quality checks on product knowledge, policies, and procedures.
- Coordinated calibration calls with Team Leaders and external quality teams.
- Engaged with Supervisors, Agents, and Trainers to develop action plans.
- Prepared performance presentations using PowerPoint and Excel charts.
- Delivered focused quality audits and performance feedback within prescribed timelines.
- Utilized Variant and Power BI tools for data analysis and reporting.
- Provided coaching and feedback to agents on a weekly basis to drive performance improvement.
Associate
TRANSWORLD SYSTEMS INDIA PRIVATE LIMITED
02.2023 - 12.2023
- Managed 300+ customer queries related to electricity supply via chat and email, maintaining a 95% quality score.
- Consistently met all KPIs, ensuring high customer satisfaction.
- Supported and guided the team to achieve quality results in customer query resolution.
Jr. Associate
ALORICA INTERNATIONAL PRIVATE LIMITED
10.2021 - 01.2023
- Organized customer information and account details to support business planning and enhance service.
- Created Excel spreadsheets to track data for escalations and timely resolutions.
- Processed refunds and cashback offers after verifying customer eligibility.
- Managed second-level and voice/email escalations, ensuring effective resolutions and customer retention.
- Ranked in the top 10-20 as "Associate of the Month," earning performance incentives.
- Monitored tasks to ensure quality solutions and customer satisfaction.
Education
B.COM -
United Mission Degree College
09-2021
II PUC -
Kairali Nikethan Composite PU College
03-2018
10th Std -
Infant Convent School
04-2016
Skills
- Power BI
- MS-word, excel, powerpoint
- Data analysis
- C,C
- Tableau
- Communication skills
Accomplishments
- Achieved Top Performer status for 7 consecutive months in QA Score and CSAT Consistency, earning the Site Award at Alorica.
- Recognized as Team Topper for 7 months, demonstrating consistent excellence in performance at Alorica.
Languages
- English
- Kannada
- Telugu
- Tamil
Hobbies and Interests
- Listening to Music
- Playing football, volley ball
- Teaching
- Movies
Timeline
QUALITY ANALYST
TRANSWORLD SYSTEMS INDIA PRIVATE LIMITED
12.2023 - Current
Associate
TRANSWORLD SYSTEMS INDIA PRIVATE LIMITED
02.2023 - 12.2023
Jr. Associate
ALORICA INTERNATIONAL PRIVATE LIMITED
10.2021 - 01.2023
B.COM -
United Mission Degree College
II PUC -
Kairali Nikethan Composite PU College
10th Std -
Infant Convent School
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