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Quality Customer Service

Location:
New Delhi, Delhi, 110001, India
Posted:
October 01, 2016

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Resume:

ANURADHA TYAGI

+91-971*******

acwuz7@r.postjobfree.com

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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