Brindo Sylen Email & Phone Number

Bengaluru, Ka, In

Bengaluru, Karnataka, India

As a QA Lead, I focus on improving the quality of customer service and driving continuous improvement within the team. My role involves streamlining processes, setting quality standards, and ensuring every customer interaction meets high expectations. I use data-driven insights to monitor performance and improve both individual and team effectiveness.Key responsibilities include:- Customer Service & Satisfaction: Leading initiatives to improve customer interactions. I track customer satisfaction and implement strategies to enhance the overall experience.- Process Optimization: Simplifying and documenting processes to ensure efficient operations. I create clear guidelines to help the team deliver smooth, consistent service.- Quality Audits & Monitoring: Conducting regular audits of support tickets, calls, and chats to assess quality and efficiency. I track key metrics and offer insights for improvement.- Training & Coaching: Developing tailored training programs to improve the team’s skills. I provide personalized coaching to enhance performance and ensure compliance with guidelines.- Feedback & Insights: Analyzing performance data to find trends and areas for improvement. I work with cross-functional teams to address gaps and improve service quality.- Continuous Improvement: Leading efforts to refine quality standards and processes. I ensure the team adapts to changing customer needs and stays aligned with industry best practices.- Project Management: Leading and overseeing key quality improvement projects, ensuring timely execution and measurable impact on customer service operations.

Bengaluru, Karnataka, India

As a Quality Assurance Coordinator, I was responsible for ensuring consistent quality and performance across the customer support team. I managed audits, coached the team, and oversaw critical documentation while driving key performance improvements and operational excellence.Key responsibilities included:- Audits & Coaching: Conducted regular audits and coaching sessions, ensuring the team adhered to quality standards and exceeded performance targets.- Workload Management: Ensured the team met monthly workload targets and provided backup support when needed to maintain smooth operations.- Performance Management: Monitored KPIs such as coaching feedback, audit targets, and dispute resolution, helping the team meet or exceed goals.- Documentation & Reporting: Maintained and organized all QA-related documentation, and knowledge base management, including evaluation logs, coaching files, and performance trackers.- Project Leadership: Led and delegated impactful projects within the team, completing at least one per month while managing dashboard data analysis and reporting.- Team Training & Development: Developed training programs for new hires, facilitated workshops, and led refresher sessions to improve overall team competency.- Continuous Improvement: Continuously improved evaluation techniques, communication structures, and internal processes to enhance team efficiency and effectiveness.

Bengaluru, Karnataka, India

- Managed 25 direct reports across departments.- Owner of quality and training by seamlessly coordinating with the departmental heads.- Handled the definition of quality parameters and developed strategies to ensure the delivery of efficient processes for the teams.- Established metrics for the Quality Auditor that were based on productivity and quality of evaluations.- Providing constant feedback sessions to the team to improve performance.- Built training materials to supplement the quality model and shift the company's customer service culture.- Maintenance and creation of a knowledge base for the team.- Conducting monthly help center training sessions for the team to reinforce SOPs.

Bengaluru, Karnataka, India

- Coordinating with our partnered photographers for the photoshoots with our various clients spread across the world.- Training new agents on all processes to ensure faster and smoother onboarding- Planning and execution of the team's daily activities- Resolving logistics escalations globally- Maximizing the overall delivery rate through active engagement with the partners.

Bengaluru, Karnataka, India

BCS (Business Communications & Support) operator is the first point of contact for photographers, clients, and customers majorly through chats/emails.

Bangalore

Played a very crucial role in setting up a team in liaison with Operations Manager & Assistant Managers for Swiggy - India’s leading food ordering and delivery platform. A team whose main focus was to ensure that the supplier satisfaction is met which was far below the required standards before the team was formed. Have made a difference in bringing up the RSAT% from scratch to the level where restaurants are now happy with the service provided and reduced the resolution time to mere seconds.- Expertise in managing teams, process training & interacting with clients and various stakeholders from diverse cultures and efficient at consistently achieving SLA targets keeping customer satisfaction as the primary objective.- Work closely with quality and operations team to build standardized processes and implement excellence framework.- The honor of receiving various awards & recognitions based on commendable performance.- Handling client projects with a lean team.

Bachelor Of Commerce

Foundation Program, Company Law