Monmi Bhuyan
@monmibhuyan
Quality Manager with 8+ years improving customer experience and operational excellence.
IndiaWhat I'm looking for
I am a results-driven Quality Manager with 8+ years of experience in quality assurance and technical support across customer-centric, fast-paced environments. I specialize in root cause analysis, process improvement, SLA management, and client escalation resolution, and I have led multi-location teams supporting Google products to improve operational efficiency and customer satisfaction.
I have a proven track record of conducting comprehensive quality audits, driving corrective actions, mentoring teams, and collaborating with training to close performance gaps. I am committed to continuous improvement, identifying automation opportunities, and using analytics to reduce error trends and enhance service delivery.
Experience
Work history, roles, and key accomplishments
CSLed quality operations across Gurgaon, Hyderabad and Manila for Google Business Profile, Google One and Google Play, driving root-cause analysis, SLA performance improvements and remediation plans that improved service consistency and stakeholder reporting.
Technical Support Specialist
Convergys
Mar 2013 - Dec 2014 (1 year 9 months)
Provided first-level technical and customer support for Comcast, handled account setup, diagnosis and resolution of technical issues, and monitored SLA performance to maintain service delivery standards.
Technical Support Specialist
iEnergizer
Oct 2011 - Feb 2013 (1 year 4 months)
Delivered technical support for EA games including server and TOS violation monitoring, MMO game testing, billing/order processing and forum moderation to improve user experience and game quality.
Education
Degrees, certifications, and relevant coursework
Guru Gobind Singh College of Engineering and Technology
Bachelor of Technology, Electronics and Communication
Completed a Bachelor of Technology in Electronics and Communication, focusing on fundamentals of electronics and communication systems.
The Miles Bronson Residential School
Higher Secondary Certificate, Higher Secondary
Completed Higher Secondary (Class XII) education with concentration unspecified.
Little Star School
High School Certificate, Secondary Education
Completed secondary (Class X) education; details on stream and grades not provided.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Job categories
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