Quality Customer Service
Resume:
ANURADHA TYAGI
********.******@*****.***
CAREER OBJECTIVE:
To work innovatively in the organization towards the fulfilment of company objectives and to learn as well as contribute in the organization to my fullest.
HIGHLIGHTS
Knowledge of Quality auditing Process
Customer Service-focused
Willingness to accept challenges along with the ability to work under pressure
A quick learner with a goal oriented outlook
Innovative thinking and problem solving skills
Excellent time management and organizational skills
Self-motivated and able to work independently
CORE COMPETENCIES
Reports and MIS
Maintaining various reports on call results
Creating weekly and monthly performance reports
Responsible for preparing feedback reports
Publishing Quality Reports
Preparing various types of MIS for the organization which are fine-tuned after a thorough expert understanding of the specific needs and compatible background of each individual client
Customer Relationship Management
Providing high quality operational support to improve overall customer satisfaction; managing respective section and ensuring that instructions are processed as per the service levels.
Steering continuous interaction with the executives to make sure that area of concern can be worked upon for improved service levels.
Enhanced my interpersonal and people management skills while dealing with clients hailing from varied social and financial strata
Handled and converted critical cases of clients from other team members who had been unable to deliver to the requirements of the clients
CAREER CONTOUR
January 2016 – till date Home Credit India Pvt. Ltd. as a Quality Analyst
Accountabilities
Responsible for auditing live and recorded calls based on set parameters
Responsible for auditing ECS Mandates
Identify and give feedback on agent shortcomings in soft skills and process knowledge.
Providing detailed feedback on the strengths and improvement areas
Consistently sent an immediate email to supervisors and provided instant feedback on performance concerns, disconnected calls and critical-error calls.
Responsible for arranging internal and external calibrations
Daily Reports on Quality Deviations
Planned and carried out training and quality sessions for improving efficacy of the team
Pre and Post-shift briefing
Weekly Quality Sessions
June 2013 – November 2015 Unitech Business Solution as a Quality Analyst
Accountabilities
Responsible for auditing live and recorded calls based on set parameters
Responsible for auditing e-mail transcripts
Identify and give feedback on agent shortcomings in soft skills and process knowledge.
Providing detailed feedback on the strengths and improvement areas
Consistently sent an immediate email to supervisors and provided instant feedback on performance concerns, disconnected calls and auto fail calls.
Responsible for arranging internal and external calibrations
Daily Reports on Quality Deviations
Professional Achievements:
Won Employee of the Month Consistently for 3 months
Top Quality Performer in the Team Consistently
Dec 2010 - May 2013 Steria India Pvt. Ltd. as Claim Associate in Third Party Insurance Claim Process (Promoted as Quality Analyst)
Accountabilities:
Quality Auditing of claim requests, examiner’s reports and Invoices as a Quality Analyst
Documentation of claim requests.
Verification of claims.
Setting of appointments of claims.
Verification of examiner’s reports.
Release of payment after successful submission and verification of report.
Invoice Processing.
Professional Achievements:
Won PAT ON THE BACK AWARD twice.
Promoted as a Quality Analyst in only 10 months.
Got the Opportunity to provide process training to new batches.
ACADEMIA
2013 MBA (Operations) from ICFAI University
2005 B.Com from Delhi University
2002 Advance Diploma in Information Technology from Baba Saheb Ambedkar Polytechnic
PERSONAL DOSSIER
Father’s Name : Late Sh. B.P Tyagi
Address : B-95, Chattarpur Extension, New Delhi, India
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