Quality Coach Resume

SUMMARY

Around 5 years of strong experience as a developer in Microsoft technologies.
Hands on experience in SharePoint 2013, SharePoint office 365, C#,
Good understanding of object oriented programming, Software development life cycle.
Experience in creating reports using Microsoft InfoPath Forms 2013 and 2007.
Quick learner, easily adapt to changes and good ability to comprehend complex processes.
Highly motivated team player with excellent communication and grasping skills with proven extra ordinary leadership skills.
Worked for two big four companies like E&Y and KPMG

TECHNICAL SKILLS:

Programming: C#, C, C++, PHP, java

Web Applications: ASP.NET, HTML, Angular Js, JavaScript, SharePoint, CSS

RDBMS/DBMS: SQL Server, MS Access

Development Tools: Visual Studio, SharePoint Designer, TFS

Form Development Tools: MS InfoPath 2007/213

Architectural Patterns: MVP, MVC

Methodology: Scrum, Agile and DevOps

WORK EXPERIENCE:

Quality Coach

Confidential

Responsibilities:

Communicate with and support Quality Manager, Operations Manager, Supervisors, leads, and employees including troubleshooting
Participate and contribute to company projects and developmental meetings.
Coach agents on a daily, weekly and monthly basis to Quality improvement
Conduct Supervisor Call Audits
Conduct Process and Agent Level Transaction Monitoring
Ensure consistent application of the quality process/system.
Attend and/Facilitate Client Calibration or monitoring sessions.
Facilitate Quality and/or initiatives
Diagnosis continuous improvement opportunities applicable to account, workgroup and department.
Utilize common process methodology for process improvement.
Monitor agent quality on a daily, weekly, and monthly basis
Develop and maintain quality reports at agent, team, and call center level
Assist in developing and streamlining Quality procedures.
Provide written and verbal feedback to agents on all completed evaluations.
Attend Calibration Sessions
Handle Agent Calls as required

Customer Service Representative

Confidential

Responsibilities:

Obtains client information by answering telephone calls; interviewing clients; verifying information and authenticate the customer
Provide solutions to customer’s needs by call, email and chat.
Uses Software like Salesforce, SAP for handling the customer cases.
Informs clients by explaining procedures, answering questions, providing information.
Maintains communication equipment by reporting problems.
Maintains and improves quality results by adhering to standards and guidelines, recommending improved procedures.
Updates job knowledge by studying new product descriptions, participating in al opportunities.

Senior Software Engineer

Confidential

Responsibilities:

Work on software solutions by studying requirement analysis and information needs, conferring with stakeholders and IT Management, studying systems flow, d Confidential usage, and work processes, performing software design using software development fundamentals and processes, debug, test, and deploy software solutions.
Plan and design custom SharePoint 2013 and SharePoint online applications
Design and develop proof - of-concept applications to demonstrate how the product can be customized to meet a specific requirement.
Perform unit testing of software considering the client scenarios with proper pre written test cases so that the product is launched with zero bugs.
Hands on experience with out of the box SharePoint functionalities like List, Libraries, Content Types, Web parts, Timer jobs, Workflow, InfoPath Forms etc
Gathers business requirements and develop business applications using custom code or out of the box applications.

Software Engineer

Confidential

Responsibilities:

Work on software solutions by studying requirements analysis and information needs, conferring with stakeholders and IT Management, studying systems flow, d Confidential usage, and work processes, performing software design using software development fundamentals and processes, debug, test, and deploy software solutions.
Plan and design custom SharePoint 2013applications
Design and develop proof-of-concept applications to demonstrate how the product could be customized to meet a specific requirement.
Perform unit testing of software considering the client scenarios with proper pre written test cases so that the product is launched with zero bugs.
Hands on experience with out of the box SharePoint functionalities like List, Libraries, Content Types, Web parts, Timer jobs, Workflow, InfoPath Forms etc.
Gathers business requirements and develop business applications using custom code or out of the box applications.