Neelu Cheema

Phone : 090********

An Enthusiastic, results oriented professional with extensive experience into Team Management, Customer Service and Relationship Management, Quality Analysis, Escalation Management, Training Process requirements on daily basis & Soft Skills (L.E.A.D.S).An excellent communicator with influential skills to deliver business results. Currently looking for a challenging and stable opportunity.

Experience :

Chandranchal Group A reputed name involved in in trading manufacturing, designing and delivering of a wide

(EA-MD & Dispatch Mgr) spectrum of pipes & specials for water & sewarge industries. Leading manufacturers of

Aug,2018—Dec,2019 Ductile iron flanged pipes, Ductile iron specials, Valves & Pipe Seals.

The profile included liasoning with parties both on local & corporate level in terms of order

processing, cordinating Inspections with local & government bodies, Deliveries, Dispatches,

Complaint handling, Reports preparation, Plant coordination, Purchase, Complete back end

operations.

Quality Analyst (Sept 2015- Dec 2016)

oMonitor & evaluate randomly selected calls to access associate service level standards in terms of PACT i.e Repeat, Agent,Customer & Technology.

oCompliance audits on various parameters & protocols.

oQuality caliberation with team member & other support staff and team leads to delelop scoring consistency & best practice.

oLet agents draw their own conclusion from monitored calls in terms of script compliance, access customer demand, conversation techniques etc.

oFocusing on individual support and coaching low perform agents.Conduct coaching sessions with associates & provide feedback

oUtilize feedback from customers & facilitate improved quality of services being provided

oCreate Theme of the month,Save Golden calls n Hold coffee morning reviews.

Team Leader (Dec 2016 – July 2018)

o Handling team size of 15-18 advisors which serves AIRTEL Telecom for Gold segment.

oResponsible for maintaining AHT

oMonitor 15 calls per day by listening in randomly

oMonitor valid/ invalid service request raised by agents.

oTake 5 self calls everyday to be on the same page with the agents.

oTaking daily Manager Escalation calls as & when demand arises.

oTo manage RTM (Real time monitoring), in terms number of calls hitting the floor vis a vis staffing, to control AHT etc.

oSending daily performance reports to the agents in terms of total time staffed vs total calls taken with AHT.

Samrat Plywood Ltd (Chandigarh) – National Mgr & Executive.Assistance to CMD June 2012 – April 2015

ALLENGERS Medical Systems Ltd (Chandigarh) – Sr. executive in Cathlab division

Jan 2009 – Jun 2012

o End to End recruitment (Part of the Internal Contract Hiring Team)

oThe profile includes handling sales team PAN India by monitoring their Daily Activity Reports.

oPromoting sales telephonically to high profile architects, taking appointments from them & further allocating those appointments to respective Area Sales representatives.

oExamining customer complaints and their resolution from plant within requisite time frame, order processing, folder delivery, coordination of timely dispatches with factory etc.

oGenerating monthly & annual sales reports PAN India.

oFrontline customer handling on various company’s campaigns and exhibitions on domestic & international standards i.e ACE tech, New Delhi’2012

oThe profile includes liasoning with high profile doctors

oMaking quotations, proposals, payments follow up

o Generating MIS reports, annual reports, filing, order processing, dispatches, deliveries.

oMaking periodical sales team analysis/ on various parameters.

oResponsible for uploading, follow ups/ remarks in ERP in terms of pending orders and as to what stage particular machine is calibrated.

Feeding sales data on e-sale

Academics & Credentials

oMaster degree (English) from Punjab University

oBachelor of Arts from Punjab University

oMatriculation from Yadavindra Public School, Patiala affiliated to ICSE board

Skills

oStrong communication skills

oGood organizational skills

oExcellent ability to adapt to difficult situations

oTime Management

oDetail oriented

oLeadership Skills

oCapable problem solver

oQuick Learner

oMultitasking

Trainings

oArt of delivering feedback

o Team Lead Boot Camp Part 1 & Part 2

oCertified L.E.A.D.S – Listen, Empathy, Ask, Deliver & Save (Specialized Airtel customer centric programme)

oDone Multiple C-SAT trainings

oCode of Conduct and Email Etiquettes

Personal Details

Gender : Female

Nationality : Indian

Marital Status : Married

Languages Known : English, Hindi, Punjabi

e.mail : adbc5u@r.postjobfree.com

CONNEQT Business Solutions (Mohali) (formally known as TATA Business Support Services Limited subsidiary of Quess Corp) –

Quality Analyst & Team Lead Operations

Sep 2015 – July 2018

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