Rahul J.

Keney
Maha-Ratna, Ground Floor,
Deonar Village, Mumbai-400088
: 9029493944
keny_rahul@yahoo.co.in

Personal Details
Date of Birth: 18
th
September 1985
Age: 28
Sex: Male
Marital Status: Single
Languages known: English, Hindi, Marathi

Education

Q Qu ua al li if fi ic ca at ti io on n Y Ye ea ar r o of f
p pa as ss si in ng g
U Un ni iv ve er rs si it ty y/ /B Bo oa ar rd d P Pe er rc ce en nt ta ag ge e

B.Sc. (Chemistry) April 2008 Mumbai 52.25%

H.S.C. Feb. 2003 Maharashtra 52.67%

S.S.C March 2001 Maharashtra 62.40%



Completed Certificate course in Office automation with A
grade from Zoom Computer Institute. Good knowledge of MS
Office
Passed MS-CIT exam of Govt. of Maharashtra with distinction
Typing Speed 30 W.P.M


Work Experience


Working with WNS Global Services, Mumbai from February 2011 (Process: British Gas)

Senior Quality Associate from November 2012 till date
Customer Service Associate from August 2011 to October 2012
Trainee Customer Service Associate from February 2011 to July 2011







Rahul J. Keney


2


Job Profile:

Senior Quality Associate

Auditing: Quality checking of the replies to inbound emails from British Gas customers,
conducting regulatory audits to check the outbound emails for process compliance
Coaching and Feedback: Delivering one on one feedback to the advisors at regular
intervals, training new batches for quality parameters, conducting regular benchmarking,
tests, briefing and update sessions
Monitoring: Documenting the quality performance of the team and maintaining the
quality data, identifying the areas for improvement and propose the plan of action, assisting
team leader in the performance evaluation of the team as well as individual advisor
Reporting: Reporting to client through weekly catch up calls, sending regular updates to
the Managers about the team performance, showcasing the quality performance during
client visit
Customer Service Associate

Responding to inbound emails from British Gas customers and providing satisfactory
response to their queries
Part of complaint handling team since March 2012 (pilot batch). Additional responsibilities
included managing the queries from dissatisfied customers following the compliance
guidelines as laid down by British ombudsman
Trainee Customer Service Associate

On job training

Achievements @ WNS

Star award in March 2012
We were our customers shoe award in the first quarter of 2013 for outstanding customer
service
Consecutively won best performer and heros performance contest in September and October
2013
Received many spot rewards and client appreciations

Rahul J. Keney