With over 7 years of experience in the customer service industry, I have developed a strong expertise in providing exceptional support and resolving complex technical issues. Currently, as a Quality Officer at TDCX Inc, I leverage my extensive background to ensure and improve the quality of customer service and overall performance.
In my current role, I draw upon my 7 years of experience to effectively monitor and evaluate calls, providing valuable feedback and coaching to agents to enhance their performance. I have a deep understanding of data analysis tools and reporting platforms, enabling me to generate comprehensive reports and deliver actionable insights through scorecards. Additionally, I excel in delivering client-facing presentations, reporting on site performance and collaborating with internal teams to drive customer experience improvements and foster growth.
Throughout my career in the customer service industry, I have consistently demonstrated my ability to conduct root cause analysis and provide strategic recommendations to management for improving key performance indicator (KPI) scores. Leveraging sentiment analysis techniques, I deliver valuable business insights that drive customer satisfaction and inform decision-making processes.
With a strong analytical mindset and a passion for delivering exceptional customer experiences, I continually contribute to the enhancement of overall service quality. My years of experience in the customer service industry have equipped me with the skills and knowledge to effectively address customer concerns and drive positive outcomes.
