Customer Service Quality Assurance

PREETI SIROHI

PROFILE:

Having * years of experience, including 6+ years of experience in Corporate

Industry, Research, Training and teaching at postgraduate level. Extensive

expertise in Software Engineering Process, Blue pumpkin, Business Analysis

and Reporting. Good analytical ability and excellent communication skills.

My area of research is Service level, Industrial Informatics and knowledge

management, Quality implementation on KPO/ITES and IT industry.

Gone through three different trainings on Blue Pumpkin, AS/400, SAP, COPC

and Nortel Networks in my previous company.

EdUCATIONAL QUALIFICATIONS:

Degree/Exam University/Board Year

Mtech/ALCCS IETE Janakpuri -

Pursuing

Masters in IT University Of Northampton, 2008

Sevice England

Management

Post Graduate Institute Of Management 2003

Diploma in Studies, India

Computer

Application(3

yrs)

WorkShops/seminar/Training/Short-Term courses Attended:

Workshop on RFID: Concepts, Trends and Applications, at Centre for

Development of Advanced Computing, Noida .

Attended conference held at Sharanpur, India on Issues related to media in

War and Terrorism.

Written a research paper on Issues related to Higher Studies in India and

abroad this is published in the international Journal.

Presently working as a core member of the team in the 3rd International

conference on Mobile technology organised by IMS Ghaziabad and Karl stead

University, Sweden in Feb 2012.

PROFICIENCY FORTE:

Teaching Calibre

V Having teaching Exposure MCA level.

V Having suitable knowledge in ERP, Database ORACLE 9i, Data Warehousing,

and Operating System.

V A Strong skill set on SQL and PLSQL, Oracle 9i Database Fundamentals.

Administrative Calibre

V Having overall responsibility for Result processing system which involves

grading system i.e. TGPA & CGPA System.

V Placement Coordinator for MCA

V Organized various Guest Lecture & Short Tem Training Programmes for MCA

V Organized various Intercollegiate & Intra collegiate Fest

EMPLOYMENT RECITAL:

INSTITUTE OF MANAGEMENT STUDIES, INDIA

From July 2010-till Date

Lecturer (IT)

To see the course structure and deliver new ranges of study at different

levels. To develop Quality assurance frame work within college ensuring

service levels is met at all times during sessions of the year. Transfer

the right information and knowledge by using various methods like class

room sessions, presentations, books and Internet etc.

Preparing reports of students, Assessing students by written exams,

organising seminar and presentations at all levels.

Working in Corporate Resource Centre for M.C.A Placement.

ROYAL ARMY ( SIGNALS ), ENGLAND

From February 2010-till May 2010

Completed Phase-1 Training with British Army, Have learned the core values

of the British Army.

CDRILLS- Courage, Discipline, Mutual Respect, Integrity, Loyalty and self

less commitment. The core values of Army will be an asset of mine and will

be my competitive edge over others as I will be using them in your

Organisation.

RICOH UK LTD, ENGLAND

From May - till December 2009

Administrator/ Business Analyst

Creating and maintaining invoice data using oracle, Docuware and AS/400.

Checking clients are invoiced accurately and properly using quality

standard tools.

Checking bill modes are correct and credit note issued to customers making

sure that service level is met at all the times preparing various reports

using business object also pulling out and sorting the data to check the

information in the system is correct.

Reconciling of data using various methods keeping in mind the policies and

procedure of the company. Various analytical and IT skills are used in the

financial aspects of forecasting of the data and reporting. Updating of the

information in the system was stressed on all employees for creating a

master data regarding the major clients from non majors and pass on the

relevant invoices and information to the departments.

Also dealing with the client, customers and dealers queries on phone, email

and fax. Coordinate with other departments like credit control, QMT and

Data governance to see that all the information is passed correctly.

Preparing quarterly and monthly management reports was a major stress.

Attending meetings with clients to get their update.

Secure Mail Services /Delivery Exchange (DX Group),England

From Oct 2007 till Sep 2008

Data Analyst ( Core member of Master Data Team)

Meet the Service Level requirement for the industry and team targets.

Identifying all the business need by collecting information on clients and

customers and also providing solution at all levels making sure service

level is met.

Use of the best practice methods and key performance indicator at all

times. Taking into consideration the risk involved and preparing and using

a back up plan if required.

Dealing with the queries and request of the clients making sure job is done

in time and most efficient manner. SORT Analysis and other methods such as

PESTLE to analyse the internal and external factors affecting the business.

Communicating with different department of the company in order to make

sure that information is up to date. Carrying all required creation,

amendment and deletion of the customer data in SAP is done to ensure

accurate delivery of the product.

Barclaycard, England

April 2007 - May 2007

Fraud Analyst

Taken inbound calls for the Fraud department, deals with the credit card

and the debit card of the customers. Unblock the cards of the customers if

they are blocked for the security reasons. Help the customers in dealing

with the general queries. Taking care of the service level and meeting the

team targets.

HCL Technologies, BPO Services Ltd, INDIA

Dec 2003 to Jan 2006

Work Force Management

Planning and forecasting of the call volume according to the data given by

the client. Development of the process flow documentation using graph if

required. Optimizing business process flow using existing documentation and

reports.

Participate in various team building activities and work with others to

achieve goals and results, Attended various training sessions like COPC and

NORTEL Networks and achieved certificates. Analysing problems and issues

related to business finding solutions to the problems.

Conduct meetings and interviews with customer and clients. Generate reports

on existing processes and have experience on various service management

tools.

TRAINING ACHIEVED:

SAP/ POINT /MARS

SAP services are used from small organisation to midsize companies, SAP is

used in companies as it reduces costs, improve performance and gain the

agility to respond to the changing business needs. SAP offers business

process platform and also helps in accelerating business.

BLUE PUMPKIN

Blue Pumpkin's Services are designed to help us to optimize our workforce

by leveraging our investments in people, processes, and technology. It

offers a comprehensive set of services to ensure successful implementation

and execution of our workforce optimization initiatives.

NORTEL NETWORKS

The Nortel Network Symposium Call Centre information provides guidance on

how to configure and manage the configuration of Symposium Call Centre

Server. This allows us to queue calls to remote servers in a Symposium Call

Centre network.

COPC

COPC (Customer Operations Performance Centre) develops and drives

initiatives that support superior performance in customer-touch intensive

environments, as measured by the criteria of customer service, customer

satisfaction, and operational efficiency. These initiatives are developed

and implemented in a collaborative, consortium environment which includes

practitioners from both external and internal CSPs, VMOs, and other

industry experts.

PERSONAL MINUTIAE:

Nationality : Indian

Languages known : Hindi & English

Permanent Address: B- 73 GovindPuram, Ghaziabad.

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