Sona Lokesh
Abu Dhabi,United Arab Emirates
Summary
Motivated and results-driven quality analyst professional with 2 years of experience. Skilled in call quality analysis as per process requirement. Identifying the brand awareness and customer engagement. Passionate about collaborating with cross-functional teams to achieve business objectives. Seeking a challenging quality analyst role to leverage my skills and experience. Experienced quality analyst skilled in identifying and meeting personnel improvement needs. Collaborates with staff and stakeholders to maximize business potential. Demonstrates expertise in employee development for optimized staff growth and retention. Reliable and motivated individual with experience providing executive assistance, taking meeting minutes and creating internal staff presentations. Friendly, hardworking and flexible team player. Proactively seizes opportunities to enhance skills and knowledge.
Overview
3
3
years of professional experience
Work History
Quality Analyst
No Broker Technologies
Bangalore, India
10.2022 - 02.2024
- Evaluating and monitoring customer service interactions to ensure adherence to quality standards.
- Providing feedback and coaching to agents.
- Identifying areas for improvement.
- Coordinated staff performance and productivity assessments.
- Coordinated reference and background checks for compliance with right-to-work guidelines.
- Managed on-site evaluations, internal audits and customer surveys.
Customer support representative
One-Point-One Solutions
Bangalore, India
07.2021 - 09.2022
- Customer support representative.
- Handling diverse range of customer issues and inquiries.
- Delivering exceptional customer service to exceeding customer expectations.
- Communicating 100% effectively with customers.
- Listening actively, empathizing with their concerns, ensuring customer satisfaction by retention.
- Applied positive customer service approach to increase satisfaction levels.
Junior HR Associate as Intern
Concentrix
Bangalore, India
01.2021 - 07.2024
- Provided one-to-one coaching sessions to identify relevant training opportunities.
- Interviewed and hired staff fitting job and team requirements.
- Built positive relationships with recruiters to source external job candidates.
- Evaluated company performance reports to identify personnel inefficiencies.
- Maintained up-to-date knowledge of HR legislation for continued regulatory compliance.
Education
Bachelor of Business Administration - Human Resource Management
T-JOHN COLLEGE
Bangalore, India 01/2017 - 01.2020
12th - Science
St .ANNE'S GIRLS H S S
Kottayam, India 2014 - 2016
10th - Regular
A.J - JOHN MEMORIAL H S S
Kottayam, India 2015/2014 -
Skills
- Ability to Multitask
- Training and development
- Problem solving
- Computer Skills
- Customer Service
- Effective Time Management
- Microsoft Excel
- File and records management
- Microsoft Office
- Communication Skills
Languages
English
Fluent
Malayalam
Native
Hindi
Fluent
Tamil
Fluent
Kannada
Native
Affiliations
- Reading
- Web Browsing
- Traveling
- Learning
Accomplishments
- Awarded as best employee of the year
- Target achiever
References
References available upon request.
Timeline
Quality Analyst
No Broker Technologies
10.2022 - 02.2024
Customer support representative
One-Point-One Solutions
07.2021 - 09.2022
Junior HR Associate as Intern
Concentrix
01.2021 - 07.2024
Bachelor of Business Administration - Human Resource Management
T-JOHN COLLEGE
01/2017 - 01.2020
12th - Science
St .ANNE'S GIRLS H S S
2014 - 2016
10th - Regular
A.J - JOHN MEMORIAL H S S
2015/2014 -
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