Customer Quality
Resume:
Curriculum Vitae
Mohit Shikarwar
Address:
B6/2, Suraksha Vihar,
Vikas Nagar, Uttam Nagar
New Delhi 110059.
Email id: *****.*********@*****.***
Contact No: 981*******
Career Objective
To be a part of an organization where process of learning never ends and my imagination takes wing to
unexpected heights. A place where initiative, hard work and learning through constructive criticism is
always promoted.
Working Experience
Axis Traveltech Pvt Ltd.
Quality Analyst (Oct, 2014 to till date)
Process: Benz travel (Hoodaki)
Job Profile
• Auditing calls & giving feedbacks.
• Conducting calibration sessions internally and externally.
• Identification of key improvement areas.
• Monitoring of calls to ensure adherence client specific parameters.
• Conducting time to time Huddles / Refresher session.
• Conducting side by side audits for better understanding of agents.
• Responsible for publish all quality related reports within timeline.
Sarva Servicescape Pvt Ltd.
Quality Analyst (June, 2013 to Oct, 2014)
Process: Carnation, Daikin
Job Profile
• To conduct regular quality audits and calibration sessions internally and externally to reduce
variation to provide required coaching for improvement.
• Responsible for publish all quality related reports within timeline.
• Handling external & internal customer escalations.
• Preparing RCA for all customer escalated Cases.
• Conducting time to time compliance checks to ensure floor hygiene & avoid customer
escalations.
• Interacting with client & fulfilling their need/requirements within given timelines.
• Conduct training of NHT batches as per requirement.
• Conducting time to time Huddles / Refresher session.
• Conducting side by side audits for better understanding of agents.
ALLSEC Technologies Ltd.
Quality Analyst (Dec, 2010 till April, 2013)
Process: Card Protection Plan (City Bank), Iffco Tokio General Insurance
Job Profile
• To conduct regular quality audits and calibration sessions internally and externally to reduce
variation to provide required coaching for improvement.
• Responsible for publish all quality related reports within timeline.
• Handling external & internal customer escalations.
• Preparing RCA for all customer escalated cases.
• Conducting time to time compliance checks to ensure floor hygiene & avoid customer
escalations.
• Interacting with client & fulfilling their need/requirements within given timelines.
ALLSEC Technologies Ltd.
Customer Support Executive (April, 2010 till Nov, 2010)
Process: Card Protection Plan (City Bank)
Job Profile
• Responsible to solve queries & complaints of the customers on calls.
• Responsible for meeting the customer requirements & expectations.
• Floor support
Academic Qualification
BA from EIILM University in 2011
•
Senior Secondary from C.B.S.E in 2007
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Higher Secondary from C.B.S.E in 2005
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Personal Skills
Hard worker.
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Ability to handle to pressure.
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Quick learner and Flexible
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Positive attitude & helping nature.
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Personal Details
Father's Name : Rahul Singh Shikarwar
Date of Birth : 14 November 1988
Sex : Male
Nationality : Indian
Marital Status : Single
Languages known : English, Hindi
Hobbies : Playing cricket, Listening music
Date:
Place: (Mohit Shikarwar)
Contact this candidate