AFIN ATTUVEPPU PARAMBU
Warsaw
Summary
Customer-focused Quality Assurance Analyst with experience in ensuring the quality and efficiency of customer service operations. Skilled in analyzing service processes, developing test plans, and executing tests to enhance customer satisfaction. Adept at identifying service issues, collaborating with teams, and implementing improvements to optimize customer experiences.
Overview
3
3
years of professional experience
Work History
QUALITY ASSURANCE ANALYST
FOUNDEVER
Warsaw
10.2024 - Current
- Conducted detailed reviews of customer service calls, emails, and chat interactions to ensure adherence to company standards, compliance guidelines, and quality benchmarks, enhancing overall service quality.
- Collaborated with management to design and refine quality assurance metrics, creating scorecards and evaluation tools that accurately measure service performance and identify improvement areas.
- Analyzed recurring issues and service gaps, providing actionable recommendations that led to a 20% increase in first-call resolution and a reduction in handling times.
- Facilitated workshops and feedback sessions, guiding agents in best practices for customer interactions and compliance, which boosted customer satisfaction scores by 15% over a 4 period.
- Compiled and presented weekly and monthly QA reports to stakeholders, delivering insights into team performance trends and customer satisfaction metrics to drive continuous improvement.
- Worked closely with customer service managers to implement new strategies, such as upsell and cross-sell techniques, resulting in increased revenue and improved customer retention.
SENIOR CUSTOMER SERVICE REPRESENTATIVE
FOUNDEVER
Warsaw
04.2024 - 09.2024
- Identified and mitigated risk by monitoring transactions for fraudulent activity, implementing verification processes, and assisting with security protocols to protect customer accounts and maintain regulatory compliance.
- Provided guidance on transaction reconciliation, collaborating with banking partners to resolve payment discrepancies, process refunds, and troubleshoot account issues to guarantee smooth and accurate financial transactions.
- Delivered expert support to customers navigating payment processing issues, managing high volumes of inquiries with efficiency and precision, ensuring compliance with company protocols and industry standards.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Demonstrated excellent multitasking abilities by managing multiple concurrent tasks while ensuring timely completion.
- Utilized CRM tools effectively for efficient tracking and reporting of customer interactions and outcomes.
CUSTOMER SERVICE PROFESSIONAL
FOUNDEVER
Warsaw
02.2023 - 03.2024
- Developed rapport with customers through active listening and empathetic communication, resulting in enhanced satisfaction levels.
- Responded to customer calls and emails to answer questions about products and services.
- Maintained up-to-date knowledge of product and service changes.
- Investigated and resolved customer inquiries and complaints quickly.
Education
POZNANSKA AKADEMIA MEDYCZNA NAUK STOSOWANYCH
POZNAN09.2027
Skills
- Sales Force
- Excel
- Time Shift
- Zendesk
- Google Sheet
- Microsoft Word
- Amazon Connect
- Microsoft Powerpoint
- Outlook
- Payment Processing
- Risk and Compliance
- Sales and Marketing
- Root Cause Analysis
- Teamwork
- NetSuite
Timeline
QUALITY ASSURANCE ANALYST
FOUNDEVER
10.2024 - Current
SENIOR CUSTOMER SERVICE REPRESENTATIVE
FOUNDEVER
04.2024 - 09.2024
CUSTOMER SERVICE PROFESSIONAL
FOUNDEVER
02.2023 - 03.2024
POZNANSKA AKADEMIA MEDYCZNA NAUK STOSOWANYCH