Brayan Milton Thoras

Experience

• 

  Karvy Digikonnect

  May 2017 - Mar 2019

  Customer Support Officer

  Process: Godrej Properties - Tele calling for Mumbai & Ahmedabad Property markets (Residential properties) for Pre Sales Godrej Properties- Handled outbound, inbound, and Chat LOBs - Pre-sales international team for Godrej Properties (handling NRI clientele), Contributed to 5 Different markets (Asia-Pacific, Gulf, Europe, Africa & US)

• 

  PlatinumOne Business Services Limited

  Jun 2019 - now

  Process: Godrej Properties Monitor Calls/ transactions and provide feedback on areas of improvement and strength Agent performance reviews & improvement activities: Regular Briefings/ Call listening sessions Help the new hires speed up the learning curve Work with Ops and training to certify New Joiners and give constructive feedback on timely performance Share VOCs and highlight observations and key insights impacting active campaign & Team KPIs Periodically conduct audits, coach team on new & existing processes Conduct Call Calibrations Prepare reports in line with process requirements Being part of the projects undertaken for process improvements Do detailed process audits & RCA Ensuring compliance metrics as per process guidelines  Prepare ad hoc case study & maintain overall quality performance stats Show less

  • Assistant Manager - Quality

    Jun 2023 - now

  • Quality Team Lead

    Jun 2022 - May 2023

  • Quality Auditor

    Aug 2020 - Jul 2022

  • Senior Customer Service Executive

    Jun 2019 - Aug 2020