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Customer Service Quality

Location:
Mumbai, Maharashtra, India
Posted:
March 27, 2019

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Resume:

Namita Gogai

Address – Room no *** / **, Ambedkar Nagar, Rama Bai colony, Ghatkopar East Mumbai 400075. Contact: +91-976******* E-mail: ac8wyp@r.postjobfree.com PROFESSIONAL VALUE OFFERED

A process oriented Customer Service Professional with 8 Retail & Telecom experience seeking to chart a leadership role in a world class organization that seeks exceptional skills. Ability to contribute domain expertise, due diligence practices, to excel in a team oriented environment that involves delivering consulting solutions in order to add significant value to the organization and its clients. Strong analytical and problem solving skills complemented by a passion for achieving high quality at work. An effective communicator with strong organizational, supervisory, mentoring & relationship management skills while maintaining high standards of personal performance and professionalism KEY COMPETENCIES

Telecom Domain Knowledge and Processes ~ Performance Management ~ Operations Management ~ Retention & Sales ~ Client Servicing ~ Report Management ~ Training & Development ~ Team Management ~ Relationship Management ~ Quality CAREER PROGRESSION

Jan 2015 – till Date

Global Leaders in IT Services, Consulting, Technology and digital solution with a large network of Innovations & delivery Centers. We partner with clients to simplify, strengthen, and transform their businesses. Telecom Jan 2015 – Apr2017

Designation: Advisor

Key Responsibilities:

Handle complaints related to Landline connection and internet connection Customer service associates in handling customer enquires related phone line and ADSL connection Mentored and trained new team members with the product and process Best team player for my entire tenure with the organization Meet Quality Assurance Requirements and other key performance metrics. Support included basic troubleshooting, verification of the problem and providing appropriate technical analysis for the same.

Meet Quality Assurance Requirements and other key performance metrics. Telecom May 2017 – till Date

Designation: SME

Key Responsibilities:

Handle complaints related to Landline connection and internet connection Handled and resolved customer queries and handling escalations calls from Case associates Mentored and trained new team members with the product and process Best team SME for my entire tenure with the organization Motivating Team Daily as a Team Coach, Keeping lively Environment on the floor Meet Quality Assurance Requirements and other key performance metrics for team Support included maintaining reports like team Shrinkage, SLA tracks, Process changes, Quality parameters, Evaluation and feedback to BQ associates and coaching associates on PIP ( Performance improvement plan ) Onshore client interaction for process update and improvement of Process and product. Support to onshore client in back office work and system changes. 1 P a g e

Respondez PVT LTD Aug 2012 – Dec 2014

Respondez is a wholly-owned subsidiary of Spanco Limited. As an integral part of this global brand, Respondez has both the weight and stability, combined with plentiful resource and the solutions you need to help you to get closer to your customers and add real value to your business

Designation: Team Leader

Business UK \US Process

Operating the dialer to ensure that strategies formulated are properly implemented Daily Client Interaction (Internal and External Clients) Related to performance & strategy Make sure that the team is achieving the cycle time, accuracy and quality in sending reports and delivering the benchmark set for lead utilization.

Preparing different reports like: Sign off report, Root Cause Analysis Report Customer service associates in handling customer enquires related mortgage Export the highly penetrated lead sets and return them back to the clients

Handled and resolved customer escalations as SME and Team Leader Mentored and trained new team members with the product and process Creating an environment that fosters and develops effective working relationships and high performance Conduct performance reviews and create plan of action for continuous improvement Key Responsibilities:

Performance Management

Process Improvement

Coordination Inter-Department

Achievements

Best team player within the organization

Respondez Pvt Ltd

Designation: Subject Matter Expert (SME)\ Trainer Aug 2011 – Aug 2012 Designation: Line Trainer Aug 2010 – Aug 2011

Designation: Advisor Aug 2007 – Aug 2010

Brief Role

Handled and resolved customer queries and handling escalations calls from Case associates Mentored and trained new team members with the product and process Customer service associates in handling customer enquires related phone line and ADSL connection Handle complaints related to Landline connection and internet connection Initiatives

Developed and implemented performance and quality improvement program Awards & Achievements

Awarded with the Certification of Excellence & Achievement for Outstanding Performance (April – Jun & July – Sept)

ACADEMIC CREDENTIALS

Bachelor of Commerce (B. Com) CSJM University, Kanpur 2013 2 P a g e

COMPUTER SKILLS

Knowledge of Windows Components, MS Office, Microsoft Excel Personal Details:

Date of Birth : 10th Jan 1989

Marital Status : Single

Hobbies : Watching Movies \Traveling

Passport Details : S1511132

3 P a g e



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