Maria Macmillan

Professional Summary
Personal Profile

Mother’s Name • Quality Analyst to train and coach

Mrs. J. Amalor Mary Voice Process Executives.

Father’s Name
Late Mr. M.S. Antony • Experienced in Leadership quality at
young age to team and co-operative with
Date of Birth co workers.
11/03/1986
Nationality • An enthusiastic and productive
Indian individual with the ability to work as part of
Languages Known a busy team across various processes and
English, Kannada, Hindi, Tamil, Telugu & activities.
Malayalam
Make contact with • A flexible and adaptive approach to
e–mail: mac.qa@aol.in managing, prioritizing a varied and
Mobile: 9741133445 challenging workload.
Home: 080-25300320
Residential Address • Received Gem of the month
#9/4, Lingianapalya award, 100% Quality excellence
1st Main Road, 3rd cross certificate and other words during the
Halasuru tenure for excellent performance.
Bangalore-560008
Hallmarks • Willing to Learn.

• Quick learner and work well as a team.

• Actively participated in team and group
• Speed and ability to quickly adopt to
activities and also conducted few of them.
change.

• Ability to move socially and self-motivated.

• Been an active team member & helped
team to achieve goals (Performing Asst.
• Presenting Lectures. Team Leader roles).

Educational Background
Current Employer
ACADEMIC EDUCATION
Bachelor of Science (B.Sc) Altisource Business Solutions Pvt Ltd.
S.M.S.G.Jain college, Bangalore University-2003- December 2009 to till date as Quality
2007 Assurance Analyst.
Pre University Course ( Electronics) Process insight: Mortgage Servicing
St. Joseph’s PU College, Bangalore University
2001-2003
Preliminary Schooling
St. Joseph’s Indian High School, Bangalore
University 1999-2001.
Professional Experience – Last worked

e4e Business Solutions Pvt. Ltd

November ‘07 to September ‘09.
Quality Analyst (Subject Matter Expert)

Roles and Responsibilities

• Handling 2 processes.
• Monitoring calls, chats and emails.
• Providing one-one feedback to all the agents every week.
• Scheduling and conducting client calibration meet every week.
• Cascading client’s update to the team by calling a Quality huddle.
• Internal and Client certification for the new batch of employees.
• Preparing weekly and monthly score cards and sharing the same with agents and executive team.
• Preparing a PPT every month highlighting the key success, areas of improvement and next step in
achieving the success, sharing the same with the executive team.
• Preparing flash reports outlining either an excellent performance or a Fatal performance to bring it
to the notice of the executive team.

• Technical Support:

• Assisting CSR’s with technical queries linked to 2 different and distinct processes.
• Keeping CSR’s informed on all new updates with regards to both process and products.
• Interface between CSR’s and client Technical Support.

• Technical Call Monitoring:

• Evaluating technical knowledge of the CSR’s by means of weekly call monitoring.

• Providing feedback to CSR’s based on their performance in the technical criteria.
• Signing off new CSR’s by constant technical call monitoring and judging them on their
caliber to go independent on calls.

• Refresher trainings:

• Conducting refresher trainings on a monthly basis for CSR’s on both product and the process.
• Additional coaching given to CSR’s failing on process redundantly.

Prior Professional Experience

Sumup Solutions Pvt. Ltd

September ‘07 till November ‘07
Senior Customer Service Executive

Convergys India Pvt. Ltd

December ‘05 till September ‘07
Senior Customer Care Officer

Thanking you,

Your's sincerely,

Date:
(A. Maria Macmillan)