pranavsatbhai
About Candidate
Quality Assurance & Coaching
1. Performance Monitoring: Monitored calls and cases to evaluate domain knowledge, accuracy, and
communication ability.
2. Feedback & Coaching: Provided regular performance feedback and coaching to agents and outliers on a oneto-
one basis.
3. Floor Coaching: Coached agents and outliers on the floor with respect to domain and communication skills.
4. Reporting: Generated daily, weekly, and monthly reports for internal purposes.
5. Internal Monitoring: Ensured internal monitoring was in sync with external scores provided by clients.
6. QA Feedback: Provided weekly QA feedback to supervisors to help them analyze trends with the team.
7. Case Calibration: Conducted regular case calibrations with the team to ensure minimum differences in
ratings.
Location
Education
Cost Ascertainment: Understanding how to determine the cost of products and services through various methods, including direct and indirect costing. Cost Control: Learning techniques to monitor and control costs, ensuring that they remain within budgetary limits. Budgetary Control: Gaining insights into the preparation and management of budgets, including flexible budgets and variance analysis. Standard Costing: Studying the process of assigning expected costs to products and analyzing variances between actual and standard costs. Activity-Based Costing (ABC): Exploring this modern costing method that assigns costs to products based on the activities required to produce them, enhancing accuracy in cost allocation.
Analog and Digital Electronics: Covers the fundamentals of electronic devices, circuits, and systems, including amplifiers, filters, and digital logic design. Signals and Systems: Focuses on the analysis and processing of continuous-time and discrete-time signals, including Fourier analysis and filter design. Communication Systems: Introduces the principles of analog and digital communication systems, including modulation techniques, noise analysis, and information theory. Electromagnetic Fields: Covers the theory and applications of electromagnetic fields, including transmission lines, waveguides, and antennas. Microprocessors and Microcontrollers: Covers the architecture, programming, and interfacing of microprocessors and microcontrollers, as well as their applications in embedded systems.
Work & Experience
1. Performance Monitoring: Monitored calls and cases to evaluate domain knowledge, accuracy, and communication ability. 2. Feedback & Coaching: Provided regular performance feedback and coaching to agents and outliers on a oneto- one basis. 3. Floor Coaching: Coached agents and outliers on the floor with respect to domain and communication skills. 4. Reporting: Generated daily, weekly, and monthly reports for internal purposes. 5. Internal Monitoring: Ensured internal monitoring was in sync with external scores provided by clients. 6. QA Feedback: Provided weekly QA feedback to supervisors to help them analyze trends with the team. 7. Case Calibration: Conducted regular case calibrations with the team to ensure minimum differences in ratings.
Customer Relations & Liaison 1. Served as the primary point of contact for key accounts, building strong relationships and ensuring customer satisfaction. 2. Handled all inbound customer inquiries and requests via phone, email, and in-person meetings. 3. Negotiated contract terms, pricing, and service level agreements with customers. 4. Collaborated cross-functionally to resolve complex issues and ensure customer needs were met. Account Management 1. Managed a portfolio of strategic accounts, driving growth and expansion opportunities. 2. Conducted quarterly business reviews to align on goals, review performance, and identify areas for improvement. 3. Developed and executed account plans to achieve revenue targets and expand footprint within accounts. 4. Partnered with sales and delivery teams to deliver exceptional customer experiences. Customer Support 1. Provided Tier 2 support for escalated customer issues, working directly with customers to understand their concerns and develop solutions. 2. Documented all customer interactions and maintained detailed records in Microsoft Outlook. 3. Utilized Google Sheets to track key account metrics, customer health scores, and support ticket data. 4. Identified trends and patterns to proactively address potential issues and improve processes.
Customer Service & Claims Handling 1. Customer Service: Provided efficient customer service in a B2B environment, ensuring timely and effective resolution of customer inquiries and grievances. 2. Claim Settlement: Liaised with clients regarding claim settlements, handling all aspects of the claims process. 3. Grievance Handling: Handled customer grievances and resolved issues to the satisfaction of the customer. 4. Shipment Tracking: Traced long haul and intermodal shipments to ensure timely delivery and accurate tracking. Reporting & Analysis 1. Audit Reports: Provided accurate audit reports to senior management, ensuring transparency and compliance. 2. Data Analysis: Utilized Microsoft Excel for data analysis and reporting. Communication & Liaison 1. Carrier Liaison: Liaised with carriers to settle customer claims, ensuring seamless communication and efficient resolution. 2. Microsoft Visio: Utilized Microsoft Visio for visualizing and presenting data.
