1. RESUME
SARASWATHI GOWTHAMAN. Email: saraswathi2k14@gmail.com
Mobile: 9941045656.
OBJECTIVE:
I want to succeed in a stimulating and challenging environment, building the success of the company while I
experience advancement opportunities.
SUMMARY OF EXPERIENCE:
 7 years & 9 months as overall career experience into various industry & Domains.
 3 years of experience into Education & Training Industry as Faculty for Communication skills in English &
Interpersonal skills.
 3 years & 9 months of experience into Telecommunications industry under customer service domain with Quality
& Training specializations for callcenter & Retail (both Inbound,Outbound – voice & Non voice process.)
 1 Year of experience into Ecommerce industry under travel & Leisure domain taking care of setting up the quality
dept & Managing its functions as per operational requirements.
COMPANIES WORKED WITH :
 Stayzilla(Inasra Technologies) – Asst.Manager(Quality Improvement) – 2014(aug) to 2015(jul)
 Adecco India-(Aircel Cellular Ltd.) – Sr.Quality Analyst & Client Support Offcier(TQM) – 2007(Nov) to 2011(Feb).
 Aegis Bpo ltd.- Sr.Quality Analyst (Airtel telemedia) – 2012(may) to 2012(Oct).
 Skylark Academy – Faculty cum Councellor – 2005(jan) to 2007(Nov).
EDUCATION:
2010
B.A. English & Communication.
2004
Higher Secondary
2002
S.S.L.C
TECHNICAL QUALIFICATIONS:
 Work knowledge in Telecom Applications like Seibel CRM,TMT.
 Proficient in Quality Auditing Softwares like Verint Impact 360,Aspect,Cloud agent.
 Strong exposure in excel ,Macros & in creating Online Audit forms.
 Aware of Quality tools & used the same wherever applicable since was trained by the concern on SSYB in 2009.
CAREER PROFILE:
Key Role Areas:
 Expertise in setting up a function by framing all the needed asepects,participating in recruitment & Implement
necessary plan of actions.
 Managing a team of quality by planning strategies for different LOB's taken care and drawn Action plan's based out
of their Monthly Performance ,Executed and have tracked the Improvement trend for calculating its Impact.
 Excelled in maintaining a Quality of Work done by the Team to ensue error free & Accurate data entry done by
following standards and Procedures with a strong sense of quality.
 Good in Time & task Management ,wherein manages the work effectively & ensured the time lines given are
adhered.
 Decision Making ability is an key efficiency wherein I would be able to demonstrate things by gathering needed
information,evaluate options & seeks alternate ways to identify the problems and provide solutions.
 Good in taking more responsibility, guide the peers & initiated training sessions ,motivating the team and doing all
project related knowledge transistion.
 Managed 4 vendors (Call centers) in Quality Front.
 In charge for group coordination, providing information on various schemes and programme.

2. Creating new training modules, setting up quality standards and monitoring parameters as per business
requirements. Preparing SOP’s for the process handling currently.
Attending review’s on weekly and monthly basis with the vendor’s & assists them by providing Plan of Actions for
improving quality.
Identify bottom line performers and design specific training unit wise.
Audits on Training sessions conducted, Training modules, presenting data for the reviews based on Monthly quality
performance.
Maintenance of MIS on Performance Customer care officers, Agent details, Attendance, Incentives, Allowance,
Manpower status, Quality standards etc.
Handling Audits on customer line calls & dealer line calls – Inbound & Out bound ( Welcome call, KYC, AVS, Close
looping
 Monthly Assessment
 Simulated call audits – Mock calls on New Launches * (products released from the client side).
 Training Audit & Training content verification.
 Conducting certification for the training batch & certifying them to allow them to hit floor.
 Audits on Refresher Training taken place for the Bottom quartile agents,
 Dipstick samples on the simulated calls given in the OJT period for the trainees.
 Audits on the Query resolution and its quality of feedback received along with its close looping criteria’s.
 Audits on the Knowledge portal used by the vendor & IVR to check the functionality.
 Focused Audits on Bottom quartile agents, New Agents who hit the floor after the process training.
OTHER SKILLS POSSESSED :
 Time Management.
 People Management.
 Customer Lifecycle Management.
 Group Presentations
 Root Cause Analysis.
 Cross Functional Team.
 Corporate communications.
 Employee Relations
 Learning & Development.(Softskills)
ACHEIVEMENT:
Received a Certificate from the CEO of the concern for the Initiatives taken & contribution done to the process
development & for the preparation of Process modules for Training purpose.
PERSONAL PROFILE:
NAME Saraswathi.GK
HUSBAND’S NAME Gowthaman. S
DOB 26.06.1986.
RELIGION HINDU
NATIONALITY Indian.
Permanent address No: 353, 19th
Street,
NSK Nagar, Arumbakkam,
Chennai -106.
Mobile number 9941045656.
Hobbies Painting, Riding, cooking.
DECLARATION:
I hereby declare that the above mentioned information is true to my knowledge And I bear the responsibility for the correctness
above mentioned particulars.

3. Place: Chennai. SIGNATURE
(SARASWATHI.G)