Mudhan Rajesh

• Designated as member of pilot QA batch, instrumental in developing quality benchmarks and frameworks for both sales and retention teams.
• Audited 100+ customer interactions per week across outbound sales and retention processes to ensure accuracy, compliance, and value delivery.
• Designed and implemented interactive dashboards using MS Excel and Google Sheets to track KPIs, analyze sales conversion trends, and monitor retention metrics.
• Delivered data-driven feedback and performance coaching that contributed to a 15% increase in overall conversion rate and a 10% boost in customer retention.
• Collaborated with sales leadership to revamp training modules and implement targeted strategies for high-risk customer segments.
• Initiated and led sales validation processes, resulting in streamlined reporting and improved lead-to-sale tracking accuracy.
• Facilitated monthly performance reports and annual trend analysis to assist leadership in strategic planning and forecasting.
• Conducted regular quality calibration sessions to ensure consistency and accuracy in evaluation practices across teams.

• Monitored calls and evaluated performance to ensure compliance with client service standards.
• Analyzed trends and root causes to drive quality and efficiency improvements.
• Conducted coaching sessions and provided feedback to enhance associate performance.
• Led calibration and call listening sessions to maintain scoring consistency and best practices.
• Delivered timely quality reports and monthly assessment reviews to management.

Resolved customer queries through voice and non-voice channels, maintaining 90%+ CSAT scores.

Documented recurring customer issues and collaborated with supervisors for resolution strategies.

Recognized for rapid turnaround times and maintaining above-average resolution efficiency.