Anton Deepak Nithiakumar
Apt 301, 2305 Lakeshore Blvd W, Etobicoke,ON
Summary
Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Quality Assurance Analyst
Teleperformance - Google Ads
Toronto , ON
01.2022 - Current
- Prepared and root cause analyzed internal and external quality reports for management staff review. Implemented internal auditing practices to create standards and statutory obligation compliance reports.
- Created, edited and updated project manuals and technical documentation used by entire QA team. Trained and led strategists on proper QA standards.
- Improved team's quality from 74% to 83% over 5 quarters.
Bilingual Customer Service Representative
Finastra
Markham , ON
06.2020 - 12.2021
- Awarded twice for Teamwork and Once for Inclusion by Senior Managers and Reporting Manager.
- Additionally delivered Investigations of Fraudulent Orders, Inbound/Outbound Calls for Service and Refunds, set precedence to improve Customer experience.
Quality Assurance Analyst
Teleperformance - Rothmans Benson & Hedges
Toronto , ON
11.2019 - 05.2020
- B2B Quality Analysis for the Rothmans, Benson and Hedges Inc Project including Investigations, Escalations and Part-time handling of inbound calls.
- Manual Report creation based on Quality Analysis and stack ranking for customer service representatives.
- Communicated regularly with management to discuss quality trends.
- Maintained policy, procedures, work instructions and projects for quality and continuous improvement agendas.
- Worked with team members to create efficient workflows, resulting in high productivity.
Quality Assurance Analyst
Olam
Chennai/Libreville , India/Africa
07.2016 - 05.2018
- Unique Francophone Payroll QA for the farmers supporting the business in Gabon, Africa. Part of the offshore transition team for one quarter in Gabon, Africa and Reverse Transition Team for the next quarter and single handedly completed Translation of the process within the next quarter, post which was trusted with a team of 4 colleagues.
- Spearheaded a team of 4 members as an Analyst consisting of a Senior-Associate and Three Associates. Received two individual star awards for 99% Quality rate on Paybooks.
Transaction Risk Investigator
Amazon
Chennai/Hyderabad , India
02.2015 - 05.2016
- Pilot Employee for the Multilingual Transaction Risk Management team for India. Provided 24X7 support for the team to be formed through Hiring and Training of teammates. Interviewed 100 plus candidates for Associate, Senior Associate and Analyst roles.
- Awarded for accomplishing maximum production in consecutive days for the peak season when minimum product goal was 150% with quality set at 96%.
- Responded to account risk such as identity fraud, theft and forgery.
- Developed reports related to suspicious account activities and resolutions.
- Interviewed 75+ candidates for variety of french language positions within India.
Education
Master of Arts - French Translation And Interpretation
Pondicherry University
India04.2014
Bachelor of Arts - French Language And Literature
Loyola College
India04.2012
Skills
- Bilingual Customer Service / Quality Analysis
- Pacing / Learning / Focus reports
- Statistical analysis / Reports Driven Coaching
- Attention to Detail / Well versed instant response triggers
- Training / Interviewing and SOP creation experience
Languages
English
Full Professional
French
Full Professional
Tamil
Native/ Bilingual
Affiliations
- TEAM ONE FINASTRA (01/2021 & 06/2021) - Awarded for flexibility in changing shifts and covering for the team multiple times by Reporting Manager. Awarded again in June, for supporting Team through the Great Resignation, making improvements to Quality Analysis of the process, precedence creation for uplift in customer experience.
- INCLUSION FOR ALL (05/2021) - Raised 6000 CAD as a small team for Special Olympics'2021.
- INDIVUDUAL STAR AWARD (09/2017 & 11/2017) - For 99% Quality achievement for individual month's payrolls.
Certification
- Lean Six Sigma Yellow Belt (11/2022) from SSGI with a score of 89%.
Timeline
Quality Assurance Analyst
Teleperformance - Google Ads
01.2022 - Current
Bilingual Customer Service Representative
Finastra
06.2020 - 12.2021
Quality Assurance Analyst
Teleperformance - Rothmans Benson & Hedges
11.2019 - 05.2020
Quality Assurance Analyst
Olam
07.2016 - 05.2018
Transaction Risk Investigator
Amazon
02.2015 - 05.2016
Master of Arts - French Translation And Interpretation
Pondicherry University
Bachelor of Arts - French Language And Literature
Loyola College
- Lean Six Sigma Yellow Belt (11/2022) from SSGI with a score of 89%.
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