Vipra Beriwal

Add: House no. ***

Block G, Vikaspuri

Delhi- 110018

Mob. 91-971*******

Email: acuu1w@r.postjobfree.com

SUMMARY

A dedicated and hard working person with professional attitude, innovative ideas and zeal to learn.

Adaptable and able to move with change while maintaining a positive attitude with proven analytical skills.

I have over 8 years of experience with well-honed expertise and rich cross functional exposure to the entire spectrum of Operations and support functions.

Superior planning and organizational skills that effectively allocate and manage resources

PROFESSIONAL ABRIDGEMENT

Company: Jade Holidays India (from October 2013 )

Designation: Team Lead (Quality)

Role and Responsibilities

Handling team responsible for marketing and sales of holiday packages to customers in India and abroad.

Assisting in creating customized packages and tours.

Quality audits & reporting outcomes as per the Quality check.

Analysis of Quality Performance, including monthly forums to discuss areas for improvement

Drives the design and implementation of new Quality monitoring forms, and identifies opportunities to improve existing ones.

Facilitate regular Customer call listening sessions to identify opportunities to improve internal processes and Customer Experience

Handling escalations from customers to their satisfaction.

Look at opportunities to improve New Hire and Refresher Training activities and material to drive better performance

Work closely with internal Product teams to ensure any new website developments or existing functionality is customer and agent friendly

Report issues in website functionality that could result in a negative customer experience to key stakeholders

Assist in facilitating and delivering training when required

Provide support in delivering Operational projects and process creation to maintain high customer satisfaction

Working in high customer oriented environment with superior customer satisfaction.

Company: Royal Bank Of Scotland (from October 2012 –June 2013)

Designation: Analyst

Role & Responsibilities

Working on live RBS, Natwest, Ulster and Isle of Man bank accounts and maintaining and updating accounts using back office and front office tools .

Working as a Subject Matter Expert.

Handling escalated issues and feedbacks from the customer and taking necessary action or routing to appropriate team for resolution and updating customer about the same. Also preparing detailed case analysis in case of complaints on priority basis.

Training the new joiners and providing floor support to the associates dealing with queries related to personal current and savings accounts. Using MS Excel for tracking performances under different matrices.

Checking accounts for any possible fraud and deactivating accounts with suspected frauds.

Checking that all rules and regulations are adhered to while providing customers with required information related to their accounts as per the guidelines of security.

Processing their account related requests from our end.

Company: Global Vantedge - Aegis International (from Jan 2008-August 2012)

Designation: Quality Analyst (Specialist) April 2011- August 2012

Global Vantedge is a fast-growing business process outsourcing (BPO) company with a phenomenally talented management team, who has a considerable amount of experience building and managing call centers. We are backed by one of the largest venture capital firms in India.

Handled Multiple businesses as a Quality Analyst:

Bank of America UK process as Quality Analyst for voice process (1st party collections)

Quality Controller for CCRT US credit card collections process.

Quality Analyst for US Auto Loan process.

Role & Responsibilities

Working with team to insure reports and manual paperwork is completed as per TAT.

Executing participant issue resolution and ensuring proper documentation and follow up.

Managing inbound/outbound data quality checks.

Identifying potential production defects and submits via defect submission process.

Identifying process improvement opportunities

Providing day to day client and third-party administrator contact for participant processing inquires.

Handling the clients and customer’s complaints and escalation and proving the data if required.

Conducting sessions and refreshers to improve the performance and development of agents.

Sample and evaluate end-user transactions (i.e. telephone calls) for accuracy and conformance to Quality standards.

Report results of evaluations to appropriate Quality/Operations stakeholders (Quality Leadership Supervisor and Account Management) on a weekly and monthly basis.

Achieve departmental productivity requirements (e.g. number of calls monitored per month on schedule).

Facilitate and/or participate in calibration sessions with Quality Leadership staff, personnel and clients.

Facilitate remote call monitoring sessions as needed.

Maintain forms and definitions documents.

Participate in performance improving task forces with Account Management and clients.

Participate in internal quality audits (e.g. periodic audits of all key customer related processes to determine process control and efficiencies) and recommend changes.

Demonstrate mastery and comprehension of client’s quality standards.

Facilitate program specific internal calibration sessions.

Participate in program management monitoring sessions.

Demonstrate proficiency with respect to the client specific sales/service process

Use precision monitoring standards.

Ability to transition between program call types, Inbound/Outbound, as needed.

Maintain current understanding of program strategies while process monitoring

Support management focus on review of key drivers, metrics and operational processes (including Training) that drive Balanced Scorecard and account profitability goals.

Company: Global Vantedge - Bank of America (UK Process) (January’2008 – march’2011)

Designation: Subject Matter Expert (SME)

Previous Role & Responsibilities (Operations)

Heading the work of the team by distributing work flow and balancing the quality and work and facilitate target achievement.

Assisting other collectors in difficult and complex accounts handling and situations, utilizing technical knowledge of collections and procedural and legal guidelines.

Researching and Analyzing accounts prior to initiating debtor contact, examine historical data and evaluating past collection efforts.

Determining most effective and economical means of collections for each account by applying standard practices to collect money owed.

Advising debtor with past due accounts of proper payment schedules and methods through e-mails,letters, phone calls.

Documenting all relevant details of conversation with customer with the procedures for future reference.

Provide financial counseling to discuss and resolve debt situations and provide future resolution on every account.

Participate in performance improving task forces with team leader and manager.

Training and development and Skills

Effective Communication.

Proactive leader with commendable people skills.

Customer focus and detail oriented.

Self motivated team player and always strive for excellence

Conflict management

Presentation skills

Analytical mind and logical thinker to quickly grasp intricate issues.

Proficient in problem solving abilities and consistently produce work of high standards.

Achievements

Rated as best collector with customer delight every month for the 2 consecutive year.

Rewarded for the exceeding and quality work by the Client team

Within a month of movement to Quality and Training Team, was given the responsibility of handling a portfolio of 60 agents individually.

Rewards on basis of appreciation emails from the customer for customer satisfaction.

EDUCATIONAL CREDENTIALS

BBA (Finance) from NIMS, New Delhi.

10 + 2 in Commerce (CBSE) from DAV public school with distinction.

PERSONAL DETAILS

Date of Birth : 1st April 1980

Marital Status : Single

Sex : Female

Languages Known : English, Hindi

Contact this candidate