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Jivika J

High-calibre professional with 16 years of rich & extensive experience; targeting assignments in BPO Operations, Quality Assurance and Client Relationship Management with organization of high repute

Mumbai

13+ years of work experience

Croma – Tata Infinity Retail
Nov 20187 yrs 8 mosPresent

Managing a team of 7 Quality Auditors, contributing to consistent improvement in call quality, customer experience, and process adherence. In Escalation Desk handled escalated customer calls from across India and provided
Croma
May 20223 yrs 9 mosJan 2026

Mumbai, Maharashtra, India

Croma
Feb 20193 yrs 2 mosMar 2022

Mumbai Metropolitan Region, India

Call Audits, Feedback Sessions, Process Improvement
Croma
Nov 20184 mosFeb 2019

Mumbai, Maharashtra, India

Justdial
May 20162 yrs 4 mosAug 2018

Mumbai, Maharashtra, India

Work on refund status against the complaints received from the User's through email and inbound calls. Initiate the refund against the User's from different verticals. Coordinating with our partners for issues related to bookings of hotel, flight, bus, recharge etc. Reverting on email queries received from vendor's and users from pan India. Maintaining the complete complaint tracker. Escalating the matters related to website to the internal departments.
Oct 20112 yrs 11 mosAug 2014

Resolved refund-related complaints via calls and emails.Initiated refunds for multiple service verticals.Coordinated with partners regarding bookings (hotel, flight, bus, recharge, etc.).Managed complaint trackers and escalated technical issues internal

Education

University of Mumbai

Ty.Bcom, Commerce & Software Engg

University of Mumbai

20001 yr2001

Holy Cross High School

19906 yrs1996

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Headline

High-calibre professional with 16 years of rich & extensive experience; targeting assignments in BPO Operations, Quality Assurance and Client Relationship Management with organization of high repute

Location

Mumbai

Work experience

Assistant Quality Assurance Manager at Croma – Tata Infinity Retail, Nov 2018 - Present · 7 yrs 8 mos, Managing a team of 7 Quality Auditors, contributing to consistent improvement in call quality, customer experience, and process adherence. In Escalation Desk handled escalated customer calls from across India and provided

Assistant Quality Manager at Croma, May 2022 - Jan 2026 · 3 yrs 9 mos, Mumbai, Maharashtra, India

Quality Analyst at Croma, Feb 2019 - Mar 2022 · 3 yrs 2 mos, Mumbai Metropolitan Region, India, Call Audits, Feedback Sessions, Process Improvement

Escalation Desk at Croma, Nov 2018 - Feb 2019 · 4 mos, Mumbai, Maharashtra, India

Senior Operations Executive at Justdial, May 2016 - Aug 2018 · 2 yrs 4 mos, Mumbai, Maharashtra, India, Work on refund status against the complaints received from the User's through email and inbound calls. Initiate the refund against the User's from different verticals. Coordinating with our partners for issues related to bookings of hotel, flight, bus, recharge etc. Reverting on email queries received from vendor's and users from pan India. Maintaining the complete complaint tracker. Escalating the matters related to website to the internal departments.

Executive Search at Network 18, Oct 2011 - Aug 2014 · 2 yrs 11 mos, Resolved refund-related complaints via calls and emails.Initiated refunds for multiple service verticals.Coordinated with partners regarding bookings (hotel, flight, bus, recharge, etc.).Managed complaint trackers and escalated technical issues internal

Education

Ty.Bcom, Commerce & Software Engg, University of Mumbai

Holy Cross High School

Jivika J - Assistant Quality Assurance Manager in Mumbai | Tal