Experience

Cuscal Limited

• Australia
• Financial Services
• 400 - 500 Employee

• Client Service Officer

  • Jan 2023 - Present



Adactin Group Pty. Ltd.

• Australia
• IT Services and IT Consulting
• 100 - 200 Employee

• Recruitment Consultant

  • Aug 2022 - Jan 2023



Convergys Intelligent Contact

• United Kingdom
• Outsourcing and Offshoring Consulting
• 500 - 600 Employee

• Sr.Quality Advisor

  • Nov 2014 - May 2017

  • Call Quality Monitoring- Monitored AT&T sales calls and provided feedback to the representatives. • The feedback was documented on the audit forms on a tool called Qfiniti. • Ensured that the agents followed all the policies and procedure throughout the call and maintain High standard of call quality. • Marked the agents where they fail to adhere to the call flow, policies and procedures. • Need to raise alerts in case of any non-compliance on the representative’s end while procuring Payment details or payment arrangement, sales or any credit check. • Need to document the entire call scenario briefly and provide constructive feedback on the Areas of improvement. • Always committed to achieve the set targets every day and was flexible to handle more in Case of more call volume. • Had been part of special projects for AT&T which involved researching and analyzing the primary data and create project output reports for every entity like billing, collections and Device troubleshooting. • Results of these projects have helped the clients to analyze impacts and compare the actual with the predicted values, which in turn have helped in customer satisfaction and the company’s performance as a whole. Show less



Allsec Technologies Limited

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Sr. Transaction Monitoring Officer

  • May 2007 - Oct 2014

  • Auditing/Monitoring calls for Dell Sales consultants globally, which includes Servers, Desktops, Laptops and Printers. • Monitoring calls as per Clients requirements, set standards and providing constructive feed back to the consultants • Maintaining the Quality Process as per the Standards set. • Monitoring calls as per the prescribed guidelines and as per the sampling plan and schedule. • Responsible for achieving the set target with 100% Quality • Will participate in the discussions to improvise the process and provide suggestions. • Mentoring/conducting mock sessions (Joint Monitoring System) to QCA’s • Auditing the QA reports, analyze trend, identifying the coaching areas. • Providing adequate and efficient coaching in the areas of Improvement. • Documenting and submitting daily, weekly and monthly reports to Team Leaders, Asst Manager & Manager and helping them briefing the same. • Attending client meetings every week to discuss about the process and implementing the updates to the agents. Show less



Sutherland

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Sr. Technical support Executive

  • Sep 2004 - Apr 2007

  • Provided end to end technical support for HP Computers (Desktop and Laptop) products. • Handled customers efficiently by solving their technical queries. • Responsible for retaining the customers by delivering higher level of customer satisfaction. • Handled both US and UK customers (EMEA Process). • Assisted the new Agents on the floor till they became familiar with process and technical issues. • To take care of the team’s Process needs in the absence of Supervisors. • Remain informed and trained in client product changes. • Responsible for consolidating daily reports of the team and maintain data Show less