Remote worker with 18+ years of experience - Last seen 1 year ago

OBJECTIVE
• To associate with “Professional Ambience” offering steady growth and recognition towards my contribution for the positive advancement of the organization.
• Willing to use skills and knowledge to the best of abilities.
• To upgrade knowledge with time for better performance.
• To create a place for myself in the field I work and utilize my analytical and synthesizing skills together with my knowledge about the work to add valour for the organization.

Skill Set
• Computer: Windows, MS Office (Word, Excel, Power Point, Front Page/Internet Application)
• Broad knowledge of airline safety and service procedures.
• Problem Solving, Root Cause Analysis, Data driven decision making, identifying improvement opportunities, and sustaining process improvements.
• Positive attitude, dedication, and commitment towards work.
• Creating a High-Performance Team; Planning and Managing a project assigned, Project Execution, minimizing loopholes within the team and the business; Maintaining an ideal work environment.
Experience
• Currently working in Aditadv Tech Private Limited as an Assistant Customer Success Manager.
• Worked in Innover Digital (Formerly NLB Services) as a Quality Analyst from July 2021 till September 2022.
• Worked in Fusion as a Quality Analyst from November 2020 till June 2021 (Contractual)
• Worked in Teleperformance as an Associate from November 2019 till October 2020 (Contractual)
• Worked in Wipro BPS Ltd., Kolkata as a Quality Analyst (Best Buy Geek Squad) from September 2018 till October 2019.
• Worked in Wipro BPS Ltd., Kolkata as a Sr. Associate (United Healthcare Group) from June 2015 till August 2018.
• Worked in Oneness International School, Odisha as warden cum teacher from June 2013
till July 2014.
• Worked in Wipro BPO, Kolkata as a Sr. Technical Associate for an ISP process (British
Telecom) from December 2008 till October 2010.

Experience in Wipro
• Coaching, mentoring, and motivating new hires on the floor for Quality and C-SAT
improvement.
• Handling provider’s Insurance related issues on a real time basis.
• Resolving queries for both benefits and claims.
• Giving accurate information, along with 100% customer satisfaction.
• Taking ownership and providing prompt resolution.
• Post promotion as a Quality Analyst, audited technical inbound chats and calls.
• Coaching, mentoring, and motivating assigned teams (team members) along with constructive and applied feedback.
• Prepared QA roster (in absence of manager)
• Pro-actively led calibration calls with the client every week.

Experience in Fusion
• Coaching, mentoring, and motivating assigned teams (team members) along with constructive and applied feedback.
• Awarded the Best QA for January, February, and March 2021.
• Pro-actively led calibration calls with the client every bi-weekly.
• Successfully got the El Salvador team quality scores above 85% from 55% in 3 months.

Experience in Innover Digital
• Awarded the Innovative Hustler for upholding Innover Digital’s Value: Add Speed to Value (Q4, 2021)
• Ranked 1 for the months October 2021, January, February, and June 2022 in the Quality stacks.
• Inducted problem solving, root cause analysis, data driven decision making, identifying improvement opportunities, and sustaining process improvements in the process.

Experience in ADIT
• Taking care of eighty clients from different areas of expertise (medical, dental, chiropractic, ERs)-SEO Analysis, Google Ads, Analysis, Website Optimization, Blogs, and Content.
• Handling escalations and improving the churn percentage for the company
• Inducted problem solving, root cause analysis, data driven decision making, identifying improvement opportunities, and sustaining process improvements in the process.
• Trained newly recruited employees in product knowledge.

Additional Activities / Responsibilities
• Performance Improvement Coach for New Hire Team.
• Conducted Quality based sessions for the team.
• Implemented a successful plan for Quality Improvement for the team approved by team leader.
• Process improvement initiatives taken to reduce re-pricing timelines and ensure better customer satisfaction.
• Successfully trained new QA recruits on process knowledge.

Courses Completed
• First Line Manager certified in November 2017 (Wipro)
• LEAP 1 certified in May 2021 (Fusion)
• Advanced Excel formulas in April 2022
• Certified Lean Sigma Green Belt from Benchmark Six Sigma (Credential ID-55505589)
• Certified in Excellence in Continuous Improvement Leadership Practitioner (Credential ID-56906464) (2022)
• Certified in Google Ads-Measurement (Credential ID-81167196)
• Certified in Google Ads Creativity (Credential ID-81167861)
• Certified in Google Analytics (GA4) (Credential ID-81166201)

🛂 Nationality	🇮🇳 India
🏡 Residency	🇮🇳 India
📍 Location	🇮🇳 India
Remote OK	rok.co/@andrew29
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Skilled in	customer support marketing front end back end office 365 google ads google analytics excel data statistics excellent communication
Fluent in	english
Preferred timezone	IST
Preferred annual pay (min)	$42,000/year
Preferred hourly pay (min)	$10/hour
Last seen	1 year ago
Signed up	1 year ago
Badges	🎖 Early adopter