Customer Service Quality Assurance

Kulwant Kaur ***, Omkar CHS Ltd,

Plot No **, Sector 1 Ghansoli, Navi Mumbai

Contact: 983-***-**** ***.********@*****.***

Career Objective:

To build a career with a professionally managed organization in order to raise high standards of performance in any assignment given thereby ensuring organizational as well as personal growth.

Education Qualification:

Name

Board/

University

Years

School/ College

Grades

B. Com

Mumbai

2012

University of Mumbai

First Class

H.S.C

Maharashtra

2009

Maharashtra State Board

First Class

S.S.C

Maharashtra

2007

Maharashtra State Board

First Class

Computer Proficiency:

Skilled use of Ms Office and other internet tools.

Work Experience:

Designation:

Worked as a Senior Customer Service Advisor with WNS Global Services from May 2012 to September 2016.

Job Profile:

Email customer support advisor for British Gas:

Email resolution to client’s queries.

Handling client complaints and resolving them to their satisfaction.

Occasional interaction with clients and onshore teams on phone.

Role as Training Support:

Supporting new trainees with queries and conduct daily process training sessions.

Conducting quality checks as per the benchmark set by the quality assurance team.

Overlook daily performance of the teams in absence of the trainer.

Role as Offshore Advocate:

Working on Stage 1 escalations and complaints.

Providing end to end resolution to customers by keeping a track of their complaints.

Co-coordinating with onshore, offshore departments, other utility distributors and transporters for speedy resolutions.

Adhering to the compliance standards set by the industry watchdog (Ofgem).

Achievements:

Winner of Go for Gold contest for exceeding set production targets.

Awarded the Shining Star award for best Performance for the quarter June to August 2013

Awarded the Hero award for writing the best email.

Currently working with GEP Worldwide.

Designation: Business Development Associate

Job Profile:

Identify, Build & Manage Prospects pipeline for assigned region.

Manage and action upon inbound (Email & Marketing) leads.

Establish contact and build rapport with potential clients, identify decision-makers and introduce GEP.

Generate/Gauge interest for Technology/Service offerings & set the right expectations.

Personal Details:

Sex : Female

Passport No. : M1657743

Date of Birth : 17th April 1992

Status : Single

Languages known : English, Hindi, Marathi and Punjabi

Hobbies : Dancing, Surfing the internet and listening to music.

Strengths : Customer centric approach, team player.

I hereby declare that the above information is true to my belief and knowledge.

Place: Mumbai Kulwant Kaur

Contact this candidate