Bala A

Experienced Customer Service Executive with over 9 years in customer support, team leadership, and operations management. Skilled in quality assurance, people management, and process improvement. Strong background in telecom and financial services with proven ability to enhance customer satisfaction and team performance.

Assistant Manager - First Advantage Pvt Ltd

(2008-02 - 2019-01)

Senior Customer Service Executive - Intelenet Global Services - Malad

(2005-01 - 2007-11)

• Floor-walking and team support.
• Conducted refresher training for newcomers.
• Handled quality checks for the process.

Team Member - E-Funds International India Pvt Ltd.

(2003-02 - 2004-12)

• Captured essential customer information accurately.
• Managed billing engine transitions for tariff changes.
• Met SLA productivity norms consistently.
• Suggested improvements to enhance service standards.

Team Leader - Page Point Services India Ltd.

(2002-02 - 2003-02)

• Managed team performance and daily operations.
• Supervised ACD and Bureau ensuring Speed To Answer (STA) compliance.
• Conducted quality checks via random barge-ins and productivity analysis.
• Coordinated with technical, customer care, and telemarketing departments.
• Provided regular feedback, counselling, and issue resolution.

Paging Service Representative - Microwave Communications Ltd. (HFCL Group – Pagelink Paging Services)

(1998-01 - 2002-02)

• Accepted and relayed customer messages.
• Handled customer complaints over phone.
• Ensured maximum customer satisfaction.

H.S.C - Maharashtra State Board (1991 - 1992)

S.S.C - Maharashtra State Board (1989 - 1990)