JOSEPH FERNANDES
Quality Analyst- Customer Service
Pune
Summary
Customer service professional with extensive experience in delivering high-quality support and resolving complex issues. Known for strong team collaboration and achieving positive outcomes through effective communication and problem-solving skills. Reliable and adaptable to changing environments.
Overview
13
13
years of professional experience
11
11
years of post-secondary education
3
3
Languages
Work History
Senior Quality Executive
VOIS
05.2019 - Current
- Monitored and evaluated customer service interactions (calls and chats) to ensure compliance with quality standards.
- Provided feedback to improve performance and customer satisfaction.
- Analyzed trends and identified root causes of service issues, recommending process improvements.
- Collaborated with cross-functional teams to enhance customer experience and service delivery.
- Maintained quality guidelines, ensuring alignment with company goals and customer expectations.
- Mitigated escalations by working closely with supervisors to address recurring issues promptly and effectively.
- Enhanced customer satisfaction by resolving complex issues and providing timely solutions.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
CUSTOMER RELATIONS ADVISOR
TECH MAHINDRA BUSINESS SERVICES
07.2016 - 01.2018
- Answered and average of 50 calls per day by addressing customer inquiries, solving problems and providing product information.
DEALER SUPPORT REPRESENTATIVE
TECH MAHINDRA BUSINESS SERVICES
06.2014 - 03.2016
- Answered and average of 80 calls per day by addressing queries from the dealer's in the store's, solving problems and providing product information.
CUSTOMER SERVICE REPRESENTATIVE
FIRST SOURCE PRVIATE LIMITED
07.2012 - 07.2013
- Answered and average of 50 calls per day by addressing customer inquiries, solving problems and providing product information.
Education
HSC -
SHRINIWAS BAGARKA
SSC - undefined
OUR LADY OF HEALTH HIGH
BBA - Business Administration
Pune University
Pune 04.2001 -
Skills
- Strong client relations
- Team leadership
- Self-motivated
- Customer relationship management
- Customer needs assessment Issue escalation
- Complaint handling
- Online chat
- Presentation skills
Accomplishments
- Customer Relations
- Certified Customer Champion
- Top Performer of the month
- Conflict Resolution
- Product Promotion
Additional Information
Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction., Up-sold products and motivated customers to upgrade current product plans.
Timeline
Senior Quality Executive
VOIS
05.2019 - Current
CUSTOMER RELATIONS ADVISOR
TECH MAHINDRA BUSINESS SERVICES
07.2016 - 01.2018
DEALER SUPPORT REPRESENTATIVE
TECH MAHINDRA BUSINESS SERVICES
06.2014 - 03.2016
CUSTOMER SERVICE REPRESENTATIVE
FIRST SOURCE PRVIATE LIMITED
07.2012 - 07.2013
BBA - Business Administration
Pune University
04.2001 -
SSC - undefined
OUR LADY OF HEALTH HIGH
HSC -
SHRINIWAS BAGARKA
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