I am an energetic, ambitious person who has developed a mature and responsible approach to any task that I undertake. As I have advance level command on customer service, quality control & prepared myself to handle any situation related to my work. I am excellent in working with other to achieve a certain objective on time with excellence. I want to make History & Breakthrough in the organization by offering my functional expertise with devotion, dedication & determination. I wish to make successful carrier with result oriented work by bringing innovations to work, thereby being a contributing force in the growth of the company.
Work as a account manager for the customer to help them with there scheduling issues
Worked as full time customer service team lead in a fast paced call center. Strengthened my overall customer service skills. Maintaining my teams FIR, Quality and AHT from the last 4 months. Named employee of the month for high-quality team lead.
Aligned with production team to achieve quality measure assigned by clients. Auditing customers' emails and queries handled by Customer Services Representatives. Devising policies and procedures in collaboration with clients using JIRA based ticketing system. Proactive monitoring and timely issue resolution by making amendments in policies and procedures. Analyzing/auditing service incident data, emails and customer surveys to identify areas of service delivery that did not meet pre-established performance standards. Providing structured and timely recommendations, verbal and or written feedback to Quality Manager, concern leadership and operations team. Attending calibrations with clients to identify and streamline processes and implement process standards that enhance service delivery and the customer experience. Analysis of knowledge incorporation towards customers. Recording feedback and letting the Customer Service Reps know about their areas of improvements. Developing and conducting targeted group coaching sessions for analysts that address Service Quality deficiencies and/or improvement opportunities. Retrieving and analyzing QA information to identify root causes of performance gaps and other QA problems. Designing quality regulations and evaluations based on monitoring of data flow.
Training new employees of Data Processing Executive. Data Management and backup to cloud. Creating reports to update the company on the team's progress. Conducting daily team huddles for sales strategies and setting every day goals.
Worked as full time customer service team lead in a fast paced call center. Strengthened my overall customer service skills. Creating reports to update the company on the team's progress. Conducting daily team huddles for sales strategies and setting every day goals.