Looking for a job

Annie Keshi

@anniekeshi

Message

I build training and quality programs that improve operational performance across customer-facing teams.

India

Message

What I'm looking for

I'm looking to lead training, quality assurance, and operational coaching initiatives where I can improve workflows, support team performance, and partner with stakeholders on client standards.

I'm leading restoration training at KarmaStaff, where I develop modules, daily lesson structures, and assessments while delivering technical, operational, and process training.

Previously, I prepared property restoration estimates and coordinated with insurance adjusters, field teams, and property owners across water mitigation, mold remediation, fire damage, and structural cleaning projects.

Across GirnarSoft, QDegrees, and Teleperformance, I've audited customer interactions, coached bottom-quartile performers, led client calibrations, managed Quality Analysts, and supported onboarding for BPO, EdTech, mobility, and e-commerce operations.

Experience

Work history, roles, and key accomplishments

Current

Training Specialist

Current

KarmaStaff

Dec 2025 - Present (10 months)

Lead the restoration training department by developing training modules, daily lesson structures, and evaluation assessments. Conduct daily technical, operational, and process training sessions for new onboarding batches and existing staff members.

Training Facilitation Onboarding Technical Training Process Training Assessments Coaching

Office Administrator

KarmaStaff

Oct 2024 - Dec 2025 (1 year 2 months)

Prepared property restoration estimates for water mitigation, mold remediation, fire damage, structural cleaning, and pack-out/pack-back operations. Coordinated with insurance adjusters, field teams, and property owners to ensure smooth project approvals.

Property Restoration Estimating Insurance Coordination Administrative Tasks Payroll Coordination Scheduling

Senior Quality Analyst

GirnarSoft

Feb 2022 - Apr 2024 (2 years 2 months)

Audited student/counselor interactions across call, chat, and email channels; maintained performance tracking data in Excel and Google Sheets. Prepared Daily Audit Reports (DAR) and Pareto analysis charts to identify recurring errors and coach bottom-quartile performers.

Quality Auditing Excel Google Sheets Audit Reporting Pareto Analysis Coaching Briefings

Trainer & Subject Matter Expert (SME)

QDegrees

Aug 2020 - Feb 2022 (1 year 6 months)

Managed a team of 7 Quality Analysts supporting the Vi email inbound, sales, and end-to-end operational process. Delivered onboarding and technical training on new operational tools, product updates, and client quality guidelines.

Team Management Training Onboarding Technical Training Quality Auditing Client Calibration Reporting

Quality Analyst

Teleperformance

Aug 2019 - Aug 2020 (1 year)

Evaluated 20–25 daily customer interactions across phone, chat, and email channels for major e-commerce accounts (Amazon, Flipkart, Instacart). Facilitated weekly Bottom Quartile Management (BQM) coaching sessions, pre/post-shift briefings, and fatal error callouts.

Quality Auditing Customer Interaction Evaluation Coaching Briefings Ecommerce

Customer Care Executive

Teleperformance

Aug 2018 - Aug 2019 (1 year)

Handled up to 150 customer calls daily for Flipkart, addressing product inquiries and resolving complex service issues. Took supervisor escalation calls and assisted new hires during their On-the-Job Training (OJT) phase.

Customer Service Call Handling Escalation Handling On The Job Training