KEREENA KENEY
Vancouver,BC
Summary
Self-motivated Quality Assurance Analyst with outstanding oral and written communication skills. Eagerly collaborates with development teams to identify and resolve issues. I am confident in my ability to come up with interesting ideas to improve my team's skills.
Overview
6
6
years of professional experience
Work History
Quality Assurance Analyst
Eben Telecom Pvt Ltd
04.2021 - 05.2023
- Joined the company on 28th of April 2021
- Monitoring and assessing sales calls or interactions to ensure compliance with company policies.
- Responsibilities include evaluating sales representatives' adherence to scripts, regulating guidelines, and customer service protocol.
- Providing timely feedback and coaching to improve performance, analyzing trends and data to identify areas of improvement.
- Preparing reports and conducting training programs for sales staff.
Quality Assurance Analyst
UNIMONI
03.2017 - 04.2020
- Joined the company as a customer service executive (UAE) and was promoted on March 2017
- Handled audits for inbound calls, outbound calls, emails, C-SAT
- Handled training for new hires, monthly report to client, weekly mock calls, weekly process update and Product knowledge test
- Best performer of the year 2014
- Certificate of excellence from April-june 2015
- Certificate of excellence Oct-Dec 2015
- Best performer award 2017-2018
- Created a web portal for the team to get new updates in a click
- Launched online Product knowledge test to the organisation which was more convenient for associates, profitable for the company and easy data saving
- Participated in Ideation program to express innovative ideas and came in 4th place
- Was in the CRM team to create CRM for the organisation.
Education
MBA -
University Canada West
Vancouver, BCBachelor of Science - Physics
Aquinas College
Edakochi, Kerala03.2013
Skills
- Understanding the sales techniques, procedures, and compliance requirements
- Exceptional communication and networking skills
- Successful working in a team environment and independently
- The ability to work under pressure and multi-tasking
- The ability to follow the instructions and deliver quality results
- Efficiently manage time to review sales interactions within specified deadlines
- Capacity to analyze data and trends to identify areas for improvement and make informed recommendations
- Capacity to address challenges and answer questions that arise during training
Accomplishments
- Best Performer of the Year 2014
- Certificate of Excellence from April-June2015
- Certificate of Excellence Oct-Dec 2015
- Best Performer Award 2017-2018
- Created a web portal for the team together updates in a click
- Launched online Product knowledge test for the organization which was more convenient for associates, profitable for the company, and easy data-saving
- Participated in the Ideation program to express innovative ideas and came in 4th place.
- I was in the CRM team to create CRM for the organization.
Availability
Monday, Wednesday, Friday, Saturday, and Sunday: Full-time availability
Flexible with night shift
Languages
English
Full Professional
Hindi
Professional Working
Malayalam
Native or Bilingual
Timeline
Quality Assurance Analyst
Eben Telecom Pvt Ltd
04.2021 - 05.2023
Quality Assurance Analyst
UNIMONI
03.2017 - 04.2020
MBA -
University Canada West
Bachelor of Science - Physics
Aquinas College
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