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Twinkle Lawrence Gomez, Senior Quality Analyst

Twinkle Lawrence Gomez

Senior Quality Analyst·Allianz Services,

India

Bachelor's degree, Biotechnology

Work experience

Total years of experience: 4 years, 1 months

Senior Quality Analyst

August 2025 - Present

Allianz Services,

Thiruvananthapuram, India

August 2025 - Present

• Monitor customer interactions across voice, email and complaint channels.
• Conduct quality audits and coaching sessions.
• Develop dashboards and scorecards.
• Analyze customer experience trends and support process improvements.

Company industry:
Insurance & TPA

Senior Customer Service Associate

January 2023 - January 2025

Allianz Services,

Thiruvananthapuram, India

January 2023 - January 2025

• Assisted customers with insurance and annuity-related inquiries.
• Resolved concerns while maintaining high customer satisfaction.
• Processed documentation and verified customer information.
• Supported onboarding of new team members.

Company industry:
Insurance & TPA

Chat Consultant

December 2021 - January 2023

Xtreme Online Solutions,

Thiruvananthapuram, India

December 2021 - January 2023

• Provided customer support through live chat and email.
• Resolved issues efficiently and maintained service quality standards.
• Recognized for strong customer service performance.

Company industry:
IT Services

Education

St. Xavier's College

January 2019

January 2019

Bachelor's degree, Biotechnology

India

St. John's HSS

April 2016

April 2016

High school or equivalent, Bio maths

India

Nirmala Bhavan HSS

March 2014

March 2014

High school or equivalent, Bio science

India

Skills

CONFLICT RESOLUTION
Intermediate
CONFLICT RESOLUTION
Intermediate
CUSTOMER INQUIRIES
Intermediate
CUSTOMER INQUIRIES
Intermediate
CUSTOMER RELATIONSHIP MANAGEMENT CRM SOFTWARE
Intermediate
CUSTOMER RELATIONSHIP MANAGEMENT CRM SOFTWARE
Intermediate
CUSTOMER SERVICE
Intermediate
CUSTOMER SERVICE
Intermediate
DATA ANALYSIS
Intermediate
DATA ANALYSIS
Intermediate
OPERATIONS
Intermediate
OPERATIONS
Intermediate
PASSENGER SERVICE
Intermediate
PASSENGER SERVICE
Intermediate
PROCESS IMPROVEMENT
Intermediate
PROCESS IMPROVEMENT
Intermediate
QUALITY ASSURANCE
Intermediate
QUALITY ASSURANCE
Intermediate
QUALITY MONITORING
Intermediate
QUALITY MONITORING
Intermediate

Languages

English

Expert

Malayalam

Expert