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Customer Service/ Quality Evaluator/ Team Leader

Location:
Chandigarh, CH, India
Salary:
3.5lkh - 4lkh
Posted:
January 28, 2014

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Resume:

Sheena Ahluwalia Mobile # 099********

Email id – accdfx@r.postjobfree.com

Professional Profile

• Over 7 Years of experience.

• Creative and adaptable to any working environment and methodology.

• An effective communicator with excellent relationship building & interpersonal skills. Strong analytical, problem solving & organizational abilities. Possess a flexible & detail oriented attitude.

Academic Credentials

Post-Graduation PGDBM (Major-HR July’07 – March’11

Symbiosis College of Distance Learning, Pune

Percentage Attained – 65%

Graduation B.Com. - Delhi University (Regular) July ’03 to May ’06

Gargi College

Percentage Attained – 56%

High School C.B.S.E Apr ’02 to Jun ‘03

ManavSthali School

Percentage Attained – 82%

Work Experience

American Express (Apr 2012 to Aug 2013)

American Express Company or AmEx, is an American multinational financial services corporation headquartered in Three World Financial Centre, Manhattan, New York City, New York, United States. Founded in 1850, it is one of the 30 components of the Dow Jones Industrial Average. The company is best known for its credit card, charge card, and traveler's cheque businesses. Amex cards account for approximately 24% of the total dollar volume of credit card transactions in the US, the highest of any card issuer.

Job Profile- Senior Customer Care Professional

CMM-Corporate Merchant Maintenance (Backend process)- The process caters 4 markets – Australia, New Zealand, Singapore and Hong Kong. Mentioned below were my job responsibilities:

• Attending queries of the card members and corporate.

• Providing excellent customer service and good quality to the clients.

• Making any maintenance for the card member/ corporate that is required to be done on the Amex Corporate Card.

• Handling Refund on the card.

• Handled a project – CBR (Credit Balance Refund)- making calls to the clients and informing them about the available credit on their cancelled/closed accounts so that they can claim for it.

• Streamlining the new process/projects that have been migrated to the team.

• Mentoring new joinees.

• Proposing ideas for process improvement.

Arvato Services – Bertelsmann (May2010 to Jan2011)

Arvato services is an international provider of customer communication and logistics services. Its services range from the systematic collection and exploitation of qualified addresses, to outsourcing of customer contacts to service centers, to developing and implementing customer loyalty programs and processing payment transactions

Job Profile- Team Leader

easyJet (Backend process) : easyJet is one of the best low cost airlines of the world. It caters mainly to the Europe sectors and endeavours to provide good quality and point-to-point service to its passengers.

• Handling team of 10 agents and have been responsible to meet the SLA’s of the process.

• Have been responsible to present the data and performance of the team members to the management.

• Have been identifying the training needs of the process.

• Have been responsible for sharing the daily reports with the team.

• Have been responsible for scrubbing the Customer surveys that are received for the team members and providing the feedback and the observations with the team members.

• Ability to handle multiple tasks with pressing timelines, Maturity and inter-personal skills for independently interacting with customer and management team.

• Effectively working / managing relationships with Senior Operational teams, Clients and the Central Planning team and ability to communicate at all levels

Inter-Globe Technologies (May 2006 to May 2010)

InterGlobe Technologies (IGT) is a leading BPO & IT services provider committed to delivering innovation and business excellence across the entire spectrum of the travel, transportation and hospitality domain. The company offers integrated Application Development and Maintenance, Call Center Services, Back Office Services, Consulting Services and Solution Frameworks to the travel industry worldwide.

Job Profile – Team Leader (May 2009 to May 2010)

Air India International process (Inbound process): The process provided customer service to its passengers and dealt in reservations and amending the bookings whenever required.

• Handling team of 20 agents and have been responsible to meet the SLA’s of the process.

• Suggest and execute ways for the team to improve the quality.

• Train new joiners on the process, take them up from the learning curve and set up their introduction calls with the onshore team.

• Arranging calibrations with the global team and the operations to keep everyone on the same page

• Have been responsible to present the data and performance of the team members to the senior management.

• Have been scheduling the training needs of the process and conducting the training for the same in co-ordination with the Training department.

• Have been responsible for sending the daily reports to the senior management.

• Have been responsible for sharing the performance of the team members on regular basis.

Previous Job Profile – Quality Evaluator (August 2007 to April 2009)

United Airlines Baggage Desk:

• Working as a Quality Evaluator for United Airlines Baggage Desk.

• Have been responsible for auditing associate calls and providing feedback to the employee.

• Have been responsible for preparing reports on agent call performance and presenting it to the client and the management.

• Attending and arranging calibration calls and validate the process on weekly basis.

• Arranging conference calls with the client to help the new joiners to come up the learning curve.

• Preparing Quality Decks on weekly/monthly basis.

Previous Job Profile – Associate (May 2006 to July 2007)

United Airlines Baggage Desk (Inbound process): An Inbound process, providing assistance to passengers in tracking their lost or delayed bags.

• Working as a Baggage Service Representative for United Airlines.

• Have been rated Outstanding Performer consistently for 7 months (from Sep ’06 to Mar ’07).

• Have mentored new joiners to help them come up the learning curve faster.

• Have been responsible for Quality Matrix auditing for the team and new batches.

• Have been appointed as Training SPOC for the team, responsible for conducting basic training sessions as well as facilitating Extensive Training Sessions as per the agents’ need.

Wipro BPO (Nov 2004 to Jan 2006)

Wipro BPO Solutions is a leading provider of Business Process Outsourcing (BPO) focusing on the complex, voice and non-voice based segment of customer-care services.

Job Profile – Associate

AOL Saves (Inbound Process): The process provided various membership plans to its customers in order to retain and encourage them using AOL (America On Line) as their primary source for any internet queries.

• Worked as a Save Member Associate for AOL Saves process, responsible for AOL Customer Retention.

• Was responsible for reporting Member Satisfaction Index for the team.

• Achieved 100% Member Satisfaction Index for 5 out 8 months.

Professional Training’s attended

• Fast track Six Sigma training.

• Have attended Microsoft Excel – level 1 training.

• Have been a part of “Developing Personal Excellence” training.

• Have certified in the airline reservations training for the Air India.

• Essentials of Electronic Communication.

• Developing Effective Writing Skills.

• How to provide feedback.

Technical Skills

• MS Office and MS Excel

• Galileo

• Hands on presentation, MS projects

Awards & Achievements

• Awarded “Agent of the Year” for the year 2006-07.

• Achieved 100% Quality Matrix twice over in Mar 07 and May 07.

• Awarded “Best Caller” in my batch during Training.

• Awarded QUALITY TOPPER for the month of Feb 07.

• Received recognition from United Airlines Head Quarters in Internal Rewards ‘N” Recognition.

• Received recognition for outstanding contribution to Quality for the month of April and May.

• Received recognition in CSAT – Customer Satisfaction for the month of March and June.

• Received recognition for outstanding contribution to Quality for the month of July.

• Awarded “Team Leader of the Month – June” in 2009.

• Was awarded for going extra miles in helping the team to grow from 7 to 10 members.

• Was recognized as a “service hero” for providing excellent customer service to the clients.

(Sheena Ahluwalia)

24-Jan-2014

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