Customer Service Quality
Resume:
Shilpa Gera
******.****@*****.***
Career objective
With an extensive three years of experience as Quality Analyst for call centre/BPO and process audits, I am seeking a challenging position in a growth oriented organization where I can maximize my experience and utilize interpersonal & good communication skills.
Achievements
• Promoted to Sr. Quality Analyst in a short span, for Vodafone
• Rewarded as best QA for postpaid segment I/B
• Promoted to QA from CSR in O/B
Work Experience
Company : 20north.com, Bangalore
Designation : Content Analyst & Online marketing associate
Duration : Dec 2010 – Till Date
Responsibility
• Create a comprehensive social media strategy to define programs that use social media marketing techniques to increase visibility, membership and traffic across all XYZ brands and Implement and manage social media programs
• Experiment with new and alternative ways to leverage social media activities
• Measure the impact of social media on the overall marketing efforts
• Research and verify accuracy of facts in written data. Make corrections in case of false or exaggerated contents
• Edit the contents, wherever necessary, to provide better reading material to readers
• Guide the juniors on ways to improve quality in contents
• Train juniors and perform other required actions to improve data quality and coverage
• Monitor performance on monthly, weekly basis
• Work closely with company’s graphic designs, product development to create visually appealing email templates, effective landing pages and other online messaging.
• Determining the target audience, monitoring data, scheduling the email campaign, and tracking the results
Company : VKALP BPO Services, Jaipur
Designation : Quality & Training leader
Duration : Mar 2009 - Dec 2009
Responsibility
• Leading team of QA who do audit for I/B and O/B call centre
• Ensuring achievement of daily audit target
• Reports & MIS preparation for quality & training
• Maintaining benchmark for nationalized C-SAT scorecard
• Certification responsibility of new joiners
• Call calibration with external auditors
• Prepare quality dashboards
• Delivering training across customer service units (including new hired induction programs)
• Organizing training in case of new product launch for all the service units
• Making training aids, curriculum, planning of the training calendar
• Identify opportunities to improve agents performance through training need analysis
Company : Outreach Integrated Services Pvt. Ltd, Jaipur (Vodafone)
Designation : Sr. Quality Analyst
Duration : May 2007 - Feb 2009
Responsibility
• Handled E2PA projects - End to End process audits
- Purpose of E2PA is to reduce complaints per sub
- Identification of bucket by using quality tools
- Case studies on selected numbers
- Root cause analysis on reason for high complaints
- E2PA review meet on monthly basis with all the process owners/stake holders to decide the action plan
- Responsible for closure of action items
• Process audits - Written communication, National IVR, Website, Complaints
• Initiated quality audits in O/B for process- Collection, Retention, Health Check, FBC, Verification
• Prepared audit sheets for all processes-parameters and weight age were decided as per process requirement
• Call monitoring & evaluation for I/B segment wise
• Feedbacks to agent to improve productivity & call quality
• Data reporting to management
• Internal calibration with operations team
• Ensuring benchmark of quality check score of 85% is achieved every month
• Conduct training sessions & weekly meetings
• Briefing updates & refresher trainings
• Prepare monthly Indica & Compilation report
• Dipstick audit of I/B
Summary of past roles:
May 2006 - May 2007 CCE, MAS Intel Software (India) Pvt. Ltd. (Vodafone outbound call center), Jaipur
Oct 2003 - May 2004 Office Coordinator, Academy of Computer Accountants, Jaipur
Mar 2003 - Sept 2003 Office Administrator, INTIME Vision Pvt. Ltd., Jaipur
Educational Qualification
• MBA, Symbiosis University, Pune (Distance Learning)
• M.Com, Rajasthan University, Jaipur
• B. Com, Rajasthan University, Jaipur
Computer Literacy
• “O” level computer diploma from CISTEMS (DOEACC), Jaipur
Language Known
• Hindi, English
Personal Profile
• Husband’s name : Mr. Varun Narang
• DOB : 03-01-83
• ADDRESS : #111, 1st Main, J.P. Nagar, Phase – II, Bangalore
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