Project Coordinator Executive Officer

Sheetal Kamble

**********@**********.*** Pune, India +91-973*******

Detail-oriented, organized Six Sigma Black Belt with almost 15+ years of experience in Recruitment, Quality and Operations

Management exploring new opportunities with a reputed organization. Successful track record of guiding the teams to improve quality scores and stream lining operations to smoothen business activities. Competencies

Recruitment, Training, Operations Management, Stakeholder Management, Team Management, Quality Audits, Quality Assessment.

Achievements

• Rewarded with outstanding performer award for Q1-2015

• Won “Thankyou Award” for top performance in the whole quarter Kingfisher Airlines Ltd

• Bagged many awards for outstanding performance in mostly all companies. Work Experience

Currently working with EXL Services from 11th April’23 till date as Sr. QA Capita India Pvt Ltd, Pune 10th Sep 2018-Jan 2023

Sr. HRSS May 2022– Jan 2023

• Shortlisting candidates for job profiles (UK & Ireland).

• Pre-Screening for Job opportunities

• Conducting and scheduling interview rounds

• Workday movements

• Sending mails and appointment letters, also discussing roles

• Coordinating with candidates for follow up.

• Communicating and coordinating with Candidates and management.

• Updating Trackers and Reports.

Sr. QA Sep 2018- 30thApril 2022

Conduct quality audits for the UK and South Africa Project- ICE & Switching Support

• Calibrations with clients to enhance the performance and quality scores of agents. Deliver monthly quality training, in batches of 15-20agents.

• Improvedteam’squalityscoreby20%.

• Formulate productivity/quality reports for UK and SA agents on a daily, monthly, and yearly

• Coordinate with Operations Support, Sales, Technical team internally as well as with suppliers/retailers

• Directed disputes regarding Quality scores raised by agents and Managers.

• Consistently maintaining a high score in CTC (Check the checker) given by the client

• Conceptualized and implemented correct complaints process with TAT increasing employee morale and increasing quality scores of agents from 82% to 90% by giving feedbacks and trainings.

• Identified out dated scripts which were being read out by the agents and modified them according to the changing scenarios raising customer satisfaction from 60% to 80%. MyVishwa Technologies Pvt Ltd, Pune Feb 2017–June 2018 Project Manager

• Controlled project initiation, project planning/coordination, project reporting and communication with all stakeholders.

• Led team of 10 including editorial staff and PR members.

• Guided daily Press Releases and assured that TAT is met for publishing the Press releases.

• Reported and communicated with CEO, HR, Operations, Team Members internally. Also, coordinated with Media houses, Advertising agencies, News publishing houses, and Reporters.

• Updated 5 project dashboards and prepared daily reports for productivity for reporting team

• Addressed queries from internal and external stakeholders. Scrutinized completed work for quality before publishing on daily basis to maintain consistent quality. Citrus Payment Solutions Pvt Ltd, Pune June 2015-Jan 2017 Sr. Client Support

• StreamlinedpaymentgatewayprocesstransitionafterthemergerofCitruspaymentwithPayU.Guidedendtoendservi cetr ansitionfromonsitetooffshorelocationforaprocesswith50agents.

• Coordinated with merchants, banks, and customers within TAT. Garnered project data and collated information for management review

• Facilitated as part of the Project Management team, focused on resource planning for 40 chargeable resources, and recruited 10. Highlighted resource gaps to Team Manager

• Escalated conflicts and resource issues to the appropriate BDM, director with a proposed solution.

• Updated Productivity, Quality, Training, Performance, and New Joiner's dashboards monthly

• Coordination with internal stakeholders Onboarding, Chat support, Voice and Email Support to streamline process.

• Ensured all the project requirements are in place before Go-Live.

• Supported operations team handling Merchant/Client and Bank queries.

• Log Raise complaints from (Banks, Merchants, Customers, Fraud teams). Kingfisher Airlines Ltd, Pune Dec 2009– Feb 2014

Sr. Quality Analyst (Performance and Standards Analyst)

• Analysed and escalated guest feedback to the relevant stakeholders using the appropriate Management Quality Tools and executed necessary follow-ups for corrective action and closure. Managed “ICICI frequent flyer Program (King club).

• Controlled Project Initiation, Project Planning/Coordination, Project Reporting, and communication

• Monitored performance, escalated key trends of delays. Analysing performance of the Contact Centres; prepared and maintained the Quality score card highlighting effective practices and recommending optimal solutions

• Part of Employee engagement, Celebrations (Traditional days, Fridays, Birthdays, Anniversaries) for engagement activities.

• Executed CSAT system changes to increase score thereby increasing the score of flight reservation services. Trained and mentored new staff regarding quality functions. Previous Experience

• AXA Business Services Process Specialist Jul 2005–Jan 2009

• Wipro Spectra Mind Sr. Associate Nov 2003–Jul 2005

• MSource

Education

Associate Sep2002–Oct2003

• Masters in Communication Studies Pune University 2002

• B.Com. BMCC College 2000

Certifications

• Lean Six Sigma Black Belt from Anexas Europe

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