Caroline Ellis

Professional with 5 years’ experience in customer service involving people management, strategic planning to train and direct a team in achieving their goals and objectives

Gulf Marketing & Research Company LLC (GMASCO) – Al Futtaim Group of
Companies (UAE)

QUALITY ANALYST: Aug’13 – Jan’14

 Conduct quality evaluations and feedback sessions for Inbound and Outbound calls.
 Facilitate monthly call calibration sessions.
 Create and modify both Inbound and Outbound Quality templates and scripts.
 Share/ project monthly scores with the management.
 Derive call trend analysis on a bi-weekly basis.
 Provide Root Cause Analysis of calls based on client or customer escalations.
 Ensure Quality adherence on a daily basis.
 Define Call Quality benchmarks bases on overall standard and targets.
 Compile and maintain Call Quality folders for ready availability.
 Conduct mock sessions with Outlier Management agents.
 Compile and evaluate the Call Registration sheet daily.
 Create and conduct training modules for Customer Service sessions.
 Attend client meetings to understand the requirements of the process.
 Conduct coaching and counseling sessions.
 Conduct telephonic interviews for the Contact Center.

Bachelor in Arts, Communicative English University of Calcutta India 2009

Awarded the Certificate of Excellence for Star Trainer of the Location.
 Awarded the Certificate of Excellence for the Coolest Delivery Training Manager Team.
 Awarded for Excellence in Inbound Process on three occasions – Feb ’08, April ’08 and Sept ’08

Hands on experience in content creation for numerous international processes.
 Supervise and train a team of 25+ members.
 Strong analytical skills to do root cause analysis, formulate action plans, implement and control the same, to achieve improvement in critical areas to business.
 Able to work under pressure and strategize to achieve goals and objectives.
 Good people manager, able to handle different workforce to build and motivate a cohesive team to achieve targets.
 Proactive identification of issues and providing effective resolutions through ‘out of the box’ thinking.
 Good communication skills used to delegate work and streamline processes providing leadership for the team to work towards their goals.
 Extremely goal oriented and number driven.
 Strong work ethics.
 Proficient in Microsoft Office tools Excel, Word and PowerPoint.