Archna Chand
Melbourne,VIC
Summary
Proven leader in quality assurance and customer satisfaction at Recoveries Corp, adept in training and mentoring teams for continuous improvement. Skilled in analytical problem-solving and adaptable communication, significantly enhancing customer experience and operational efficiency. Achieved top performance metrics by fostering teamwork and collaboration, with proven ability to quickly adapt to new environments. Eager to contribute to team success and further develop professional skills. Brings positive attitude and commitment to continuous learning and growth. Equipped with strong problem-solving abilities, willingness to learn, and ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.
Overview
13
13
years of professional experience
Work History
Quality Assurance Team Leader
Recoveries Corp
12.2020 - Current
- Acted as key point of contact for all QA aspects of releases by providing QA services and coordinating QA resources internally and externally.
- Communicated directly with QA team to resolve user-reported problems and questions.
- Coached and motivated [Number]-person QA team to develop competencies.
- Established metrics, applied industry best practices and developed new tools and processes.
- Updated training database to help resolve common issues.
- Supported development of materials, aids and curriculum to direct staff in procedures and operations.
- Established new and improved QA processes by developing test processes, test cases and assigning and executing tests.
- Conducted post-release audits to assess overall product quality and identify areas of improvement for future releases.
- Managed escalation of critical defects to relevant stakeholders, resulting in timely resolution and minimized impact on deliverables.
- Strengthened communication between QA and development teams through regular meetings and feedback sessions, fostering a collaborative work environment.
- Championed continuous improvement initiatives within the QA team, promoting best practices and staying up-to-date with industry trends.
- Enhanced customer satisfaction by consistently delivering high-quality products through rigorous QA processes.
- Collaborated with GRC teams to proactively address potential risks identified during the audit process
- Revised and drafted policies and procedures to address deficiencies comprehensively.
Customer Care Quality Consultant
Recoveries Corp
02.2020 - 12.2020
- Optimized supplier relationships by closely monitoring their performance, providing feedback, and addressing any quality concerns promptly.
- Assisted management in establishing long-term strategic goals related to overall product quality and customer satisfaction levels.
- Streamlined the auditing process for better efficiency and thoroughness in identifying areas for improvement.
- Implemented a continuous improvement culture within the organization by promoting best practices in lean manufacturing techniques.
- Enhanced customer satisfaction through timely resolution of complaints and implementation of corrective actions.
- Collaborated with multiple client teams to enhance teams performance that met or exceeded customer requirements and expectations.
- Partnered with sales and marketing teams to gather customer feedback, translating this information into actionable insights for continuous product improvement.
- Championed a proactive approach to problem-solving, swiftly addressing any potential issues before they escalated into larger concerns affecting product integrity or customer perception.
- Conducted risk assessments to minimize potential quality issues, ensuring product safety and compliance with industry regulations.
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
- Educated employees on specific QA standards and confirmed maintenance of standards.
- Established and tracked quality department goals and objectives.
- Developed training programs to enhance employees'' understanding of quality standards and expectations.
- Determined quality department standards, practices, and procedures.
- Performed detailed data analysis to identify trends, uncovering opportunities for further enhancements in product quality or operational efficiencies.
- Applied coaching techniques and tools to support managers and team members in improving performance.
- Implemented new quality assurance and customer service standards.
Collections Agent
Recoveries Corp
09.2017 - 02.2020
- Built rapport with customers by demonstrating understanding of their situation while seeking fair resolutions.
- Maintained high volume of calls and met demands of busy and productive group.
- Achieved successful debt collection results by utilizing negotiation skills and developing customized payment plans.
- Provided exceptional customer service by empathizing with clients'' financial situations while working towards mutually beneficial solutions.
- Increased productivity levels through efficient time management and prioritization of daily tasks.
- Exceeded monthly targets consistently as a result of strong negotiation skills combined with effective account management strategies.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Enhanced client relationships by consistently maintaining clear communication and promptly addressing concerns.
- Complied with fair debt practices and regulatory guidelines and kept current with changing regulations.
- Counseled debtors on payment options and arranged installment agreements.
- Collaborated with various departments to ensure accurate billing information and resolve any discrepancies promptly.
- Contributed to a positive team atmosphere by providing support, sharing knowledge, and participating in departmental initiatives.
- Recognized as a top performer within the team for consistently surpassing goals and maintaining high levels of client satisfaction.
- Improved overall portfolio performance through consistent monitoring of accounts and proactive identification of potential issues.
- Promoted a positive work environment by contributing innovative ideas for process improvement within the team.
- Demonstrated adaptability by effectively managing a diverse range of accounts across various industries.
- Used probing techniques to determine debtors' reasons for delinquency.
Office Administrator of Accounts
Minkz Furniture WA Ltd
03.2012 - 11.2013
- Reduced operational costs with thorough budget management and expense tracking.
- Streamlined office operations by implementing efficient filing systems and organizing digital databases.
- Provided exceptional customer service resolving client inquiries concerns with professionalism empathy ensuring satisfaction retention.
- Organized company events to boost employee morale, planning team-building activities that fostered camaraderie among coworkers.
- Delivered reliable administrative support to executive staff members, preparing meeting materials, taking minutes during meetings, and following up on action items as required.
- Managed inventory levels effectively, ordering supplies as needed to avoid shortages or excess stock.
- Conducted regular audits of office procedures to identify areas for improvement, implementing changes as needed to maintain compliance with industry standards and best practices.
- Ensured accurate financial documentation, maintaining meticulous records of all transactions and reconciliations.
- Managed correspondence efficiently both internally and externally through email routing, telephone communication, mail distribution ensuring prompt responses where appropriate.
- Assisted in the onboarding process for new hires, providing necessary training materials and resources for a smooth transition into the company culture.
- Facilitated timely payment of invoices to maintain positive vendor relationships, processing accounts payable and receivable.
- Delegated tasks to administrative support staff to organize and improve office efficiency.
- Completed bi-weekly payroll for [Number] employees.
Education
Post-grad Diploma (graduate Diploma) - Governance And Development
University of The South Pacific (USP)
FijiCertificate IV - TAA - Training And Assessment
Australia Pacific Training Coalition (APTC)
Sunshine Coast QLDBachelor of Arts - Bachelor of Business Administration
University of South Pacific (USP)
Suva Fiji01.2004
Skills
- Quality assurance expertise
- Training and mentoring
- Strong analytical skills
- Continuous Quality Improvement
- Teamwork and Collaboration
- Customer Service
- Problem-Solving, Time Management and Attention to Detail
- Problem-solving abilities
- Excellent Communication
- Adaptability and Flexibility
Accomplishments
Auscontact Association 2022 Excellence Awards
State Winner - Customer Experience Champion Victoria/Tasmania
Auscontact Association 2022 Excellence Awards
National Finalist - Customer Experience Champion
Timeline
Quality Assurance Team Leader
Recoveries Corp
12.2020 - Current
Customer Care Quality Consultant
Recoveries Corp
02.2020 - 12.2020
Collections Agent
Recoveries Corp
09.2017 - 02.2020
Office Administrator of Accounts
Minkz Furniture WA Ltd
03.2012 - 11.2013
Post-grad Diploma (graduate Diploma) - Governance And Development
University of The South Pacific (USP)
Certificate IV - TAA - Training And Assessment
Australia Pacific Training Coalition (APTC)
Bachelor of Arts - Bachelor of Business Administration
University of South Pacific (USP)
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