Quality Analyst with a focus on enhancing call quality and customer experience within UTI Mutual Fund's contact center. Skilled in auditing calls, providing constructive feedback, and delivering targeted training to improve customer service standards. Proficient in monitoring performance metrics and efficacy of customer support executives, ensuring adherence to compliance standards and protocols. Conducts product knowledge sessions and dip checks to continually enhance expertise. Known for generating comprehensive reports, analyzing performance data, and tracking progress. Proactively introduces new projects for process improvements and collaborates with UTI Mutual Fund clients for call calibrations and reviews. Facilitates new joiners' product certification and training to ensure consistent service excellence. Demonstrated ability to complete tasks within given timelines and proficient in conducting RCA (Root Cause Analysis) on customer calls escalated to UTI Mutual Fund, identifying underlying issues and implementing effective solutions to prevent recurrence.

Escalation Supervisor with experience in efficiently managing investor complaints and escalations within UTI Mutual Fund's contact center. Skilled in providing end-to-end resolutions within turnaround time, liaising with KF Intech for prompt follow-up and resolution. Proficient in maintaining comprehensive data on complaints and escalations, adhering to escalation matrix and levels. Adept at leading teams, delegating tasks, and presenting detailed dashboard reports in business reviews to UTI Mutual Fund clients. Specialized in addressing repeated complaints and working towards universal solutions for product-related issues. Committed to delivering exceptional service and enhancing investor satisfaction.

Customer Support Executive specializing in UTI Mutual Fund products, dedicated to providing comprehensive assistance to investors, including handling inquiries, complaints, and escalations. Proficient in supporting new team members by offering guidance and training. Collaborative team player, assisting team leaders in various tasks to ensure smooth operations and exceptional service delivery. Skilled in utilizing contact center technologies to enhance efficiency and streamline processes.