Saranya Balachandran Email & Phone Number

Australia

Sydney, New South Wales, Australia

Bengaluru, Karnataka, India

• Call Quality Monitoring- Monitored AT&T sales calls and provided feedback to the representatives.
• The feedback was documented on the audit forms on a tool called Qfiniti.
• Ensured that the agents followed all the policies and procedure throughout the call and maintain High standard of call quality.
• Marked the agents where they fail to adhere to the call flow, policies and procedures.
• Need to raise alerts in case of any non-compliance on the representative’s end while procuring Payment details or payment arrangement, sales or any credit check.
• Need to document the entire call scenario briefly and provide constructive feedback on theAreas of improvement.

Bangalore

• Auditing/Monitoring calls for Dell Sales consultants globally, which includes Servers, Desktops, Laptops and Printers.
• Monitoring calls as per Clients requirements, set standards and providing constructive feed back to the consultants
• Maintaining the Quality Process as per the Standards set.
• Monitoring calls as per the prescribed guidelines and as per the sampling plan and schedule.
• Responsible for achieving the set target with 100% Quality
• Will participate in the discussions to improvise the process and provide suggestions.

Chennai, Tamil Nadu, India

• Provided end to end technical support for HP Computers (Desktop and Laptop) products.
• Handled customers efficiently by solving their technical queries.
• Responsible for retaining the customers by delivering higher level of customer satisfaction.
• Handled both US and UK customers (EMEA Process).
• Assisted the new Agents on the floor till they became familiar with process and technical issues.
• To take care of the team’s Process needs in the absence of Supervisors.

B.E, Eee

Education record