Namita Gogai
Address – Room no *** / **, Ambedkar Nagar, Rama Bai colony, Ghatkopar East Mumbai 400075. Contact: +91-976******* E-mail: adbioq@r.postjobfree.com PROFESSIONAL VALUE OFFERED
A process oriented Customer Service Professional with 8 Retail & Telecom experience seeking to chart a leadership role in a world class organization that seeks exceptional skills. Ability to contribute domain expertise, due diligence practices, to excel in a team oriented environment that involves delivering consulting solutions in order to add significant value to the organization and its clients. Strong analytical and problem solving skills complemented by a passion for achieving high quality at work. An effective communicator with strong organizational, supervisory, mentoring & relationship management skills while maintaining high standards of personal performance and professionalism KEY COMPETENCIES
Telecom Domain Knowledge and Processes ~ Performance Management ~ Operations Management ~ Retention & Sales ~ Client Servicing ~ Report Management ~ Training & Development ~ Team Management ~ Relationship Management ~ Quality CAREER PROGRESSION
Jan 2015 – till Date
Global Leaders in IT Services, Consulting, Technology and digital solution with a large network of Innovations & delivery Centers. We partner with clients to simplify, strengthen, and transform their businesses. Telecom Jan 2015 – Apr2017
Designation: Advisor
Key Responsibilities:
Handle complaints related to Landline connection and internet connection
Customer service associates in handling customer enquires related phone line and ADSL connection
Mentored and trained new team members with the product and process
Best team player for my entire tenure with the organization
Meet Quality Assurance Requirements and other key performance metrics.
Support included basic troubleshooting, verification of the problem and providing appropriate technical analysis for the same.
Meet Quality Assurance Requirements and other key performance metrics. Telecom May 2017 – till Date
Designation: SME
Key Responsibilities:
Handle complaints related to Landline connection and internet connection
Handled and resolved customer queries and handling escalations calls from Case associates
Mentored and trained new team members with the product and process
Best team SME for my entire tenure with the organization
Motivating Team Daily as a Team Coach, Keeping lively Environment on the floor
Meet Quality Assurance Requirements and other key performance metrics for team
Support included maintaining reports like team Shrinkage, SLA tracks, Process changes, Quality parameters, Evaluation and feedback to BQ associates and coaching associates on PIP ( Performance improvement plan )
Onshore client interaction for process update and improvement of Process and product.
Support to onshore client in back office work and system changes. 1 P a g e
Respondez PVT LTD Aug 2012 – Dec 2014
Respondez is a wholly-owned subsidiary of Spanco Limited. As an integral part of this global brand, Respondez has both the weight and stability, combined with plentiful resource and the solutions you need to help you to get closer to your customers and add real value to your business
Designation: Team Leader
Business UK \US Process
Operating the dialer to ensure that strategies formulated are properly implemented
Daily Client Interaction (Internal and External Clients) Related to performance & strategy
Make sure that the team is achieving the cycle time, accuracy and quality in sending reports and delivering the benchmark set for lead utilization.
Preparing different reports like: Sign off report, Root Cause Analysis Report
Customer service associates in handling customer enquires related mortgage Export the highly penetrated lead sets and return them back to the clients
Handled and resolved customer escalations as SME and Team Leader
Mentored and trained new team members with the product and process
Creating an environment that fosters and develops effective working relationships and high performance
Conduct performance reviews and create plan of action for continuous improvement Key Responsibilities:
Performance Management
Process Improvement
Coordination Inter-Department
Achievements
Best team player within the organization
Respondez Pvt Ltd
Designation: Subject Matter Expert (SME)\ Trainer Aug 2011 – Aug 2012 Designation: Line Trainer Aug 2010 – Aug 2011
Designation: Advisor Aug 2007 – Aug 2010
Brief Role
Handled and resolved customer queries and handling escalations calls from Case associates
Mentored and trained new team members with the product and process
Customer service associates in handling customer enquires related phone line and ADSL connection
Handle complaints related to Landline connection and internet connection Initiatives
Developed and implemented performance and quality improvement program Awards & Achievements
Awarded with the Certification of Excellence & Achievement for Outstanding Performance (April – Jun & July – Sept)
ACADEMIC CREDENTIALS
Bachelor of Commerce (B. Com) I.K. Gujral Punjab Technical University 2013 2 P a g e
COMPUTER SKILLS
Knowledge of Windows Components, MS Office, Microsoft Excel Personal Details:
Date of Birth : 10th Jan 1989
Marital Status : Single
Hobbies : Watching Movies \Traveling
Passport Details : S1511132
3 P a g e