Summary
Overview
Work History
Education
Skills
Certification
Languages
Hobbies and Interests
Disclaimer
Strengths:
Timeline
Hi, I’m

Monika K

Thiruvottiyur
Monika K

Summary

To have a challenging career in a reputed organization which will enable me to prove my creativity and enhance my skills.

Positive, collaborative, and detail-focused individual with strong foundation in quality analysis principles and keen eye for identifying process improvements. Well-versed in industry standards and methodologies, with practical knowledge of data analysis and software testing tools. Dedicated to contributing to team success and enhancing product quality through rigorous testing and insightful feedback.

Overview

10
years of professional experience
1
Certification

Work History

Guidehouse

Quality Analyst
11.2021 - Current

Job overview

  • Successfully led and motivated a high-performing team of Customer Service Representatives, consistently exceeding customer satisfaction targets
  • Providing information or services to customers or clients via phone or other communication channels such as email or chat
  • Collaborating with other team members in order to provide exceptional customer service and meet company goals
  • Analyzing data to determine customer needs, preferences, and buying patterns
  • Identifying and resolving issues using knowledge of company policies and procedures
  • Providing information about products and services to customers
  • Handled credentials process along with the existing activities
  • Training new employees to handle common customer service issues
  • Identify and remedy defects within the production process
  • Recommend, implement, and monitor preventative and corrective actions to ensure that quality assurance standards are achieved in the process
  • Compile and analyze process related data
  • Ensure that customer expectations are met during the testing process
  • Draft quality assurance policies and procedures
  • Investigate customer complaints and product issues
  • Developed and implemented innovative training programs that significantly improved employee knowledge and efficiency
  • Proactively monitored and analyzed key performance indicators (KPIs), such as call handling times, customer satisfaction scores, and resolution rates, to identify areas for improvement
  • Fostered a positive and collaborative team environment that encouraged employee growth and engagement
  • Analyzed customer data to identify emerging trends and proactively address potential issues, resulting in a significant increase in customer satisfaction
  • Successfully managed the credentialing process alongside other team responsibilities, ensuring strict compliance with all relevant regulations
  • Effectively communicated with customers, team members, and other stakeholders to ensure seamless and positive customer experiences across all channels
  • Developed and implemented new processes and procedures that streamlined operations and significantly improved team efficiency and effectiveness

Global Healthcare Billing Partners Pvt ltd

Senior Executive-Quality Analyst
03.2018 - 11.2021

Job overview

  • Providing information or services to customers or clients via phone or other communication channels such as email or chat
  • Collaborating with other team members in order to provide exceptional customer service and meet company goals
  • Analyzing data to determine customer needs, preferences, and buying patterns
  • Identifying and resolving issues using knowledge of company policies and procedures
  • Managing incoming calls by greeting callers, answering questions, and transferring them to appropriate individuals or departments within the company
  • Handling incoming calls for sales, technical support, customer service, or other purposes
  • Communicating with customers through email or calls
  • Providing information about products and services to customers
  • Handled credentials process along with the existing activities
  • Training new employees to handle common customer service issues
  • Identify and remedy defects within the production process
  • Recommend, implement, and monitor preventative and corrective actions to ensure that quality assurance standards are achieved in the process
  • Compile and analyze process related data
  • Ensure that customer expectations are met during the testing process
  • Draft quality assurance policies and procedures
  • Investigate customer complaints and product issues

Omega healthcare

Quality Analyst
06.2015 - 08.2017

Job overview

  • Providing information or services to customers or clients via phone or other communication channels such as email or chat
  • Identifying and resolving issues using knowledge of company policies and procedures
  • Managing incoming calls by greeting callers, answering questions, and transferring them to appropriate individuals or departments within the company
  • Handling incoming calls for sales, technical support, customer service, or other purposes
  • Communicating with customers through email or calls
  • Providing information about products and services to customers
  • Training new employees to handle common customer service issues

Education

Dhanalakshmi College of Engineering

Master of Computer Applications
01.2015

University Overview

GPA: 80%

Sri Kanyaka Parameswari Arts and Science College

Bachelor of Mathematics
01.2012

University Overview

GPA: 68%

Dr. Rathinavel Subramaniam Muthialpet Girls Hr Secondary School

HSC from Computer Science
01.2009

University Overview

GPA: 72%

Lake View Matriculation School

SSLC
01.2007

University Overview

GPA: 55%

Skills

  • Nontechnical skills:
  • Call Center Analyst
  • Team Coordination
  • Quality Audit
  • Customer/Stakeholder Management
  • Technical Skills:
  • Proficient in MS Office (Power Point, Excel, Word)
  • Windows7, Windows10
  • Audit processes
  • Quality improvement
  • Quality processes
  • Data analysis

Certification

Six Sigma Yellow Belt

Languages

Tamil
Thulu
English

Hobbies and Interests

Hobbies and Interests
Surfing new things, Editing Promos, Listening Songs, Cooking

Disclaimer

Disclaimer
I hereby confirm that the above presented details are true to the best of my knowledge and good will. Place: Chennai Yours sincerely, (Monika. K)

Strengths:

Strengths:
  • Team Leadership
  • Critical thinking
  • Quality Management
  • Time Management
  • Positivity
  • Problem Solving

Timeline

Quality Analyst
Guidehouse
11.2021 - Current
Senior Executive-Quality Analyst
Global Healthcare Billing Partners Pvt ltd
03.2018 - 11.2021
Quality Analyst
Omega healthcare
06.2015 - 08.2017
Sri Kanyaka Parameswari Arts and Science College
Bachelor of Mathematics
Dr. Rathinavel Subramaniam Muthialpet Girls Hr Secondary School
HSC from Computer Science
Lake View Matriculation School
SSLC
Six Sigma Yellow Belt
Dhanalakshmi College of Engineering
Master of Computer Applications

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Monika K