Customer Service Quality

Curriculum Vitae

Name: Neha Vashist

Email: ****.*********@*****.***, ****.*******@*******.***

Contact No.: 956*******, 982-***-****

Address: ****, ****** – 39, Behind Unitech Cyber Park, Gurgaon.

Objective:

To associate with an organization which gives me a chance to show my potential,

w here I can update improvise and enhance my skills, and grow with the

organization.

Summary:

Over 6 years of experience in the IT/ITES/BPO Industries with excellent team

handling skills

Expertise : People Management, Project Management

Core Competency: Client Relationship

Strong analytic and leadership skills

Ability to handle multiple/complex tasks by prioritizing the tasks

Performance oriented

Employment History:

Allscripts (US based Healthcare IT) - Team Lead

(April 2010 - Till Date)

Accountability:

Process Improvement

To organize and conduct process as well as product t raining

To formulate and maintain daily, monthly, and yearly M IS reports pertaining to

performance metrics, productivity, leaves, break adherence, etc.

To handle tasks and escalations

To perform quality checks and provide constructive feedbacks

To identify Critical to Quality (CTQ), Critical to Process (CTP) targets. Establish

team and individual KPI. Revise performance metrics whenever required.

To recognize talent-EOM, Feather in the cap, Spot Awards

To take weekly huddles and bi-weekly one-on-one meetings

Maintaining Salesforce (SFDC) Dashboard

Conduct meeting on Webex

Report directly to Director

Highlights:

Handled a team of 16 members

‘Miss Allscripts CS 2013’

Won ‘Platinum Team’ Award for excellent performance from Jul-Dec 2012

Awarded for ‘Living CLEAR Values’ 4 times

‘Employee of the Month’ twice

‘Feather in the cap’ multiple times

Writ ten Client Appreciation

VOC 4.7+ out of 5

‘Excellent’ Performance Rating

WNS - Subject Matter Expert

(August 2008 - September 2010)

Accountability:

To mentor new agents in the team to enhance their performance

Achieve monthly and yearly KPI.

To build reports

Handle escalations

To perform regular quality checks and provide feedbacks

Conduct group t raining sessions on product and services, t ravel domain.

Highlights:

Attended ‘Young Leader Development Program (YLDP)’

Attended ‘Kaiser’ and ‘Green Lean’ training

‘Star Performer of the Month’ twice

Received a certificate of appreciation for excellent customer service

Top performer in the entire process for continuously 6 months

Interglobe Technologies – CSE

(October 2007 – July 2008)

Accountability:

Expedite and facilitate the escalation of customer service issues.

Provide quality customer service with high efficiency.

Identify customer needs and presenting appropriate company product and service

offerings.

Exposure to t ravel domain.

Respond to customer calls and inquiries regarding customer claims.

Technical Skills

• Operating System: Windows XP/7/8

• SQL Server, MS Access

• Proficient in Microsoft Office, MS Word, MS Excel, Ms PowerPoint

• Hands on Experience on Avaya CMS, SalesForce, Webex

• Fair knowledge of QTP, Selenium, Quality Center, Bugzilla, TestLink

• Hands on experience on test cases and test scenarios

• Good understanding of SDLC

Education Background

• MBA(Finance), Sikkim Manipal University

• Bachelor in Science, M. D. University

• Diploma in Software Testing

• Diploma in Aviation and Hospitality Management

Key Accomplishments (College)

• Achieved 2nd and 3rd position holder during graduation

• Received 1st prize in Inter college quiz competition

• House Captain for continuously two years

• Received certificates for various curricular activities in school as well as college

• NCC Cadet - ‘A’ Certificate

• 1st prize in science exhibition and inter-college quiz competition

Date: 20/09/2014

(Neha Vashist )

Place: Gurgaon

Contact this candidate