Music
TUTTU RAJENDRAN
Support Center Quality Analyst
Dubai
Summary
A passionate and technically sound Customer Support Center Quality Analyst with 8-plus years’ of hands-on experience, extensive knowledge and skills in Customer Relationship, Business Development and Operations Management.
Overview
11
11
years of professional experience
5
5
years of post-secondary education
4
4
Languages
Work History
Support Center Quality Analyst
Xpress Money Services Ltd.
Dubai
08.2019 - Current
- Assisted the Quality Assurance Manager in the development and update processes of the comprehensive Customer Service program, processes and Standard Operating Procedures.
- Ensured that the entire department is communicating to customer as per the standard scripts which are set by the department and approved by Service Quality.
- Produced, collated and analyzed statistical information on a regular basis to assist in evaluating the efficiency of the teams and to inform resource allocation and service improvements.
- Audited Corrective and Preventive actions taken for all complaints received from Customers through all communication channels.
- Provided structured and timely verbal and written feedback to employees, Quality Assurance Manager, and Team Leaders to ensure the teams exceed the benchmarks.
- Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting.
- Consistently supported the Customer Service teams with day-to-day operational requirements to ensure smooth operations across all assets.
- Improved operations through consistent hard work and dedication.
- Collected information and provided regular updates regarding Standard Operating Procedures, rules and regulations and any other new information that can impact company operations.
- Ensured that the documentations comply with regulations and internal quality control practices in the process of creating new business partnerships with Banks and Exchange Houses across the globe.
- Proved successful working within tight deadlines and fast-paced atmosphere.
Senior Customer Support Executive
Xpress Money Services Ltd.
Dubai
05.2018 - 08.2022
- Managed the global complaint queue by handling calls/emails/chats using the in-house CRM tool.
- Actively listened to customers' requests, confirming full understanding before addressing concerns.
- Resolved agents’ and customers’ issues - technical and non-technical, by making use of the numerous tools including remote access.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Collected customer information and analyzed customer needs to recommend potential products or services.
- Liaised with sales, marketing and management teams to develop solutions and accomplish shared objectives.
- Maintained productive business relationships with new and existing Correspondent Banks and Exchange Houses.
- Ensured that all action points are delivered as per the agreed timelines and report this to the Head of Operations.
Operations Executive
DA- Desk FZ LLC
Dubai
04.2014 - 07.2016
Sales & Customer Service Executive
Aspinwall & Co Ltd. (Logistics Division)
Chennai
07.2013 - 02.2014
Medical Business Executive
Athreyam Marketing Pvt. Ltd.
Kerala
12.2016 - 01.2018
Education
MBA - International Business
Cochin University of Science And Technology
Kochi, India 06.2011 - 05.2013
Bachelor of Science - Botany And Biotechnology
University of Kerala
Thiruvananthapuram, India 06.2008 - 05.2011
Skills
Communication Skills
MS Excel and other MS Office tools
Customer service and support
Business Development
Quality assurance support
Process Improvement & Streamlining
Problem-solving capabilities
Adaptability
Interests
Movies
Sports
Timeline
Support Center Quality Analyst
Xpress Money Services Ltd.
08.2019 - Current
Senior Customer Support Executive
Xpress Money Services Ltd.
05.2018 - 08.2022
Medical Business Executive
Athreyam Marketing Pvt. Ltd.
12.2016 - 01.2018
Operations Executive
DA- Desk FZ LLC
04.2014 - 07.2016
Sales & Customer Service Executive
Aspinwall & Co Ltd. (Logistics Division)
07.2013 - 02.2014
MBA - International Business
Cochin University of Science And Technology
06.2011 - 05.2013
Bachelor of Science - Botany And Biotechnology
University of Kerala
06.2008 - 05.2011