ABDUL WAHEED ADIL
Quality Assurance Coordinator / Customer Experience
Profile summary
Customer Experience & Quality Assurance Specialist with expertise in escalation handling, quality management, and customer satisfaction within the e-commerce and financial services sectors. Skilled at maintaining high QA audit scores, designing training modules, and guiding teams towards performance excellence. Strong focus on process improvement, client engagement, and achieving measurable business results.
Career highlights
Maintained High QA Scores: Maintained consistent high QA scores at InstaShop, reflecting commitment to quality assurance and customer satisfaction.
Improved Audit Scores By 15%: Supervised 20 agents in debt collection at JP Morgan Chase, improving audit scores by 15% through compliance and efficient management.
Key skills
Professional experience
• Resolved customer escalations with over 90% first-contact resolution, maintaining QA scores above 4.4. • Designed and delivered training PPTs, reducing new hire onboarding time by 20%. • Collaborated across departments to implement customer-focused process enhancements. • Contributed to a high-performing team environment through mentoring and support.
- Resolved customer escalations with over 90% first-contact resolution, maintaining QA scores above 4.4.
- Designed and delivered training PPTs, reducing new hire onboarding time by 20%.
- Collaborated across departments to implement customer-focused process enhancements.
- Contributed to a high-performing team environment through mentoring and support.