RAMANDEEP KAUR MAAN

H-*** Phase * Mohali

Contact: +91-805*******; Email:ac95zd@r.postjobfree.com; Date of Birth: 29 Oct 1986

ABOUT ME

A young energetic female have a clear, logical mind with a practical approach to problem solving and a drive to see things through to completion. I am an energetic and enthusiastic person who enjoys a challenge and achieving personal goals.

QUALITY ASSURANCE PROFESSIONAL

Seeking an opportunity to professionally challenge myself to support and enhance quality standards of the company's customer service delivery units in its relative field.

SUMMARY OF SKILLS

•Sincere and result oriented professional with experience of 13 years in the industry across Telecom Operations, Quality Assurance, Service Delivery, Service Center Operations, Business Development, Client Communication,High caliber in creating, developing, executing innovative business development .

•Well versed in maintaining Quality Assurance, Service Delivery, creating brand awareness and competition analysis. Target oriented professional with proven managerial acumen backed by focused energies fostering business growth and target achievements.

•Good knowledge of Telecom Practices and Procedures with proven expertise in creating sophisticated Service model while analyzing both the market and the capabilities of the product.

•Focused and hardworking professional equipped with thorough knowledge and technical understanding coupled with an analytic bent of mind and confident to take challenging assignments.

Key Strengths Areas

Quality Assurance Training & Certification Service Management Team Management Product Support Technical Analysis Competition Analysis Forecast Presentations Operations handling.

PROFESSIONAL EXPERIENCE

ECLERX PVT LTD

Senior Quality Analyst Feb 2012 – present

•Design and implement the quality assurance process for all customer service delivery units

•Monitoring the overall functioning of the customer services processes, identify areas of improvement, implements adequate measures to maximize C-Sat levels

•Developing a quality performance dashboard to allow for a single overview of Customer Satisfaction scores, quality metrics and critical KPIs

•Design, implement and monitor tools, techniques and methodologies to enable higher customer satisfaction

•Monitoring SLA performance, customer feedback reports and ensures relevant corrective plans, remedial training and performance improvement plans (team/individual) are implemented

•Providing new hire orientation on quality standards and practices and performing their Certifications.

COMPETENT SYNERGIES PVT LTD July 2009 - Jan 2012

Quality Analyst

•Barging of live calls and listening to the recorded calls of all the agents of DTH (Direct to home service) inbound process.

•Achieving the daily targets of 25 (recorded + live) calls to be audited with 8 Sr’s (complaint SR’s) along with the feedback to be closed for the Fatal Error and ME calls.

•Discussing the PPT showing the performance of all the agents for the overall month at the end of every month.

•Taking Regular quality sessions and briefings as pre and post shift.

•Making analysis from the audits done regarding the major error reasons and plans the action according to that for the next month.

•Giving Regular feedback.

•Preparing performance reports on a daily, weekly & Monthly basis.

•Taking quality sessions.

•Highlighting good calls and good performers.

•Giving product and Communication Skills training.

•Attending conference calls with our client at Mumbai.

•Organizing call calibration sessions internal and external both.

•Motivating the team and Conducting Training sessions.

•Identifying & Resolving problems for customer satisfaction.

TECH MAHINDRA PVT LTD Aug 2007 - June 2009

•Achieving daily target of 75 calls with 100% customer query resolved.

•Pulling out the reports regarding complaints pending and complaints closed.

•Maintaining the roaster of all the agents on monthly basis.

BUISNESS PROCESS OUTSOURCING Dec 2006 - June 2007

Retention telecaller

•To achieve the daily target of 125 calls along with 10 customers to be retain by providing waivers to them.

•Daily pulling calling data after generating reports in excel.

SPICE TELECOM MOHALI

June 2005 - Nov 2006

•To achieve the Daily target of 75 calls along with 25 sales and with 100% quality.

ACHIEVMENTS:

•Maximum sales in the month of dec 2005.

•Retained maximum customers in the month of March 2007.

•Rewarded SUDEXO coupons for achieving maximum FTR’s in the month of December 2008.

•Achieved minimum error % (2%) and maximum Productivity (50 per day) in the month of December 2012.

EDUCATIONAL CREDENTIALS

BA, 2008

Punjab University, Chandigarh

XII, 2002

Dev Samaj senior secondary school Chandigarh

X, 2000

Shivalik Public School Chandigarh

Technical Skills Set

Microsoft Windows, MS Office (Word, Outlook, Excel, PowerPoint) and Internet Application

Hobbies: Listening to music, Surfing internet

Contribution towards Process

Discussion of process with newly appointed Managers, TLs or Foreign Delegates.

Leading person of groups appointed for trial projects and case studies along with handling those. teams to make sure timely delivery of quality work.

Streamlined Documentation for process to bring down the error percentage and improve the quality of work.

Pioneer in exploring new windows of opportunity while accomplishing the client requirement and hence forth giving proposals.

Declaration

I am confident about my ability to work and lead.

I hereby declare that the information furnished above is true to the best of my knowledge.

Ramandeep Kaur Mann Date: 14th Sep 2015

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