Naveen C

Bangalore, Karnataka, India
Team Leadership, Quality Assurance, BPO
Talents
Work Experience
Transaction Monitoring Evaluator
Quality Control
Full Time Oct-2009 To Aug-2013 3 years 10 months
Responsibilities
  • • To coach, develop action plans, which maximize performance and provide effective feedback

    • Report results of evaluations to appropriate Quality Leadership, Operations team

    • Provide feedback and identifies staff training and developmental needs.

    • Monitor and evaluate a sampling of inbound and/or outbound calls and other contact methods including chat

    • Participate in internal quality audits (e.g. periodic audits of existing processes to determine process control and efficiencies) designed to improve overall call quality and recommend changes.

    • Maintain basic knowledge and understanding of client products, services and/or program strategies.

    • Participate in quality task forces with management and clients.

    • Facilitate Quality new hire presentations and quality refreshers as needed

    • Support management focus on review of key drivers, metrics and operational processes (including Training) that drive Balanced Scorecards and account profitability goals.

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Achievements
  • • Super Star support Award for the month of April 2012

    • Recognized for focus upon creating best-in-class service and efficiency for clients or external customers and Convergys.

    • Promoted as Transaction Monitoring Evaluator (TME/QE) in Convergys in March 2011

    • Promoted as Sr. Quality Advisor Specialist in Convergys

    • AT&T yearly champion QA 2010 Award

    • Promoted as Sr. Quality Advisor in Convergys

    • Received Star award for the month of Sep 2010 in Convergys
Team Leader
JANYA CONVERGED SOLUTIONS
Full Time Oct-2007 To Jul-2009 1 year 9 months
Responsibilities
  • • Handled a Team of 16 Members

    • Delegated work to the team members, allocating targets on productivity and quality, monitoring team performance through timely feedbacks, thereby, ensuring overall team productivity and quality

    • Conducted Brain storming sessions for process Improvements, setting performance parameters/ deadlines, delegating work, checking delivery standards and giving feedbacks

    • Handled team escalations and resolved issues rose by business. Preparing Process documents for the team and ensured that all SLA are met.

    • Assessed training needs and arranged training sessions to keep skill-level of the men up-to-date with global standards and penetration information for knowledge enhancement and performance improvement. Set up a structured feedback mechanism to assess effectiveness of the training programs

    • Conceptualized and implemented measures for streamlining the customer support operations; optimized resource utilization and ensured adherence to service
Techinical Support Execitive
CLI3L (Sitel)
Full Time Oct-2006 To Oct-2007 1 year
Responsibilities
  • • Provided L1 Technical Voice Support (Dialup) to the US customers

    • Resourceful and competent to create win-win relationship with Customers coupled with proven acumen in managing customer centric operations and ensuring customer satisfaction by achieving delivery and service quality norms

    • Handled Customer Care related queries & provided solutions

    • Maintained AHT, Quality (Internal & External), FCR (First Call Resolution), Productivity & Schedule adherence

    • Made Outbound Calls at Times to ensure that the Customer Problem gets resolved.
Education
Executive Master of Business Administration
Amity School of Engineering and TechnologyAmity University
2012-2013 Score69%
Bachelor of Commerce
Elitte Institute of Engineering and ManagementGuru Nanak Dev University
2009-2012
Profile Snapshot
Naveen is based out of Bangalore & has studied Computer Management, EMBA-Executive Master of Business Administration from Year 2012-2013 in ASET-Amity School of Engineering and Technology, Amity University.
Naveen C is Skilled in Team Leadership, Quality Assurance, BPO and other talents.