Skills
attention to details and tech savy
5-10 Years
Leadership
2-5 Years
Process improvement
2-5 Years
MS Excel
2-5 Years
Data Analysis
2-5 Years
Account Management
2-5 Years
Root cause analysis
1-2 Years
- Customer Service
5-10 Years
Financial
1-2 Years
Quality Auditing
2-5 Years
Basic Graphic Design>Canva
5-10 Years
Adobe Photoshop
5-10 Years
Human Resources > HR Management > Administrative Works > Operations Management
2-5 Years
Experience highlights
Transactional Quality Lead Associate
WNS Global Services
·
March/2024
–
/
Lead AI and manual quality audits for insurance account. Conduct bi-weekly productivity calls, synthesize metrics into dashboards, and design retraining modules. Achieved 15% compliance increase and 22% error reduction.
Senior Associate - Operations (BPO)
WNS Global Services
·
April/2021
–
Present
Managed complex insurance policy interactions maintaining 95%+ CSAT. Resolved policy issues reducing AHT by 12%. Achieved 98%+ audit accuracy and won Best Quality Analyst award consecutively.
Customer Service Representative
Accenture
·
October/2020
–
Present
Conducted root cause analysis for customer issues improving FCR by 18%. Streamlined documentation processes boosting team efficiency by 14%. Recognized as Best Agent for satisfaction and compliance.
Advisor II - Customer Service Associate
Concentrix
·
December/2019
–
Present
Provided customer service for financial sector clients maintaining strict data security. Updated confidential records and processed balance requests with 100% data accuracy.
Lead Developer - BS IT Capstone Thesis
PIMSAT Colleges Inc.
·
January/2019
–
Present
Designed and developed secure automated voting system reducing tally time from 8 hours to 15 minutes. Served as Student Council Business Manager and IT Department President organizing workshops for 200+ students.
