Quality and operations Team Manager

Stuti Tanwar

***/***, ***.-**, ****** Marg, Pratap Nagar, Sanganer, Jaipur Cell No:982-***-****/797-***-****

Postal Code:-302021 Email: *************@*****.***

PROFESSIONAL PROFILE/ACHIEVEMENTS

Achieved Best Quality Analyst Certificate and Award (Teleperformance).

Achieved Leadership Award on yearly basis with Certificates (Just Dial Ltd.).

Achieved Appreciation certificates and mailers via Vice President for excellent performance and initiatives.(Just Dial Ltd.)

Achieved A Grade in Aviation and Hospitality Field (Indira Gandhi Institute of Aeronautics)

Achieved Client’s Appreciation mails for new Projects and Initiatives @Flipkart Process

PROFESSIONAL EXPERIENCE

MK (Mattsen Kumar) LLC, Jaipur 2nd Jan 2018 till 30th May 2019

Team Leader Operations (Flipkart)

Handling entire operations /transition part for Market Place Quality Check Process

Handling Complete Client Communication/Assistance

Proactively sharing and highlighting real time challenges and solution with Client’s Team (FK)

Participating and Preparing Slides for WBR and MBR

Proactively sharing inputs @ identifying gaps within process with FK Team

Initiated projects to achieve monthly targets and successfully completed month on month

Taking Care for Client’s SLA and complete report sharing within TAT.

Taking Care for Revenue Numbers LOB Wise and Daily Projections

Preparation of yearly performance report to reward deserving population, in addition to this managed Reward and Recognition Ceremony annually.

Initiated various events based on line of business for On Job Training Batches and existing batches to enhance business revenue.

Handled Client escalations with appropriate close looping.

Handling team of 22+ QV’s, which includes Attendance, Performance, Appraisal, Issues.

Initiated Coaching Sessions for Bottom Quartiles

Assisted Group Manager during each and every phase of events which relates to business improvement.

JUST DIAL LTD, Jaipur 24/09/2012 till 25/06/2016

Quality Team Leader

Handled outbound process (sales), entire Rajasthan Territory Operations.

Call Monitoring Skills which includes Inbound and Outbound Line Of Business.

Initiated Marketing Customer Satisfaction Calling to gauge Marketing Executive Skills based on different parameters,as a result succeed to reduce client’s dis-satisfaction and business enhancement,addition to this reduction in people and process issues.Moreover taken up Red Yellow Amber Green Project,initiated TNI (Training need Identification).

Conducted Calibrations with Quality team and Operations team to reduce error percentile.

Conducted Dip Check to gauge floor knowledge based on process.

Shadow Quality Sessions in On Job Training Batches with On Job Training Quality Analyst.Coaching,Feedback and Focus Group Sessions with down the team which includes PDCA (PLAN,DO,CHECK,ACT),Fish Bone Analysis,5 Y Analysis,Brainstorming and 1-o-1 Sessions.Initiated FMEA (Failure Mode Effect Analysis) for business enhancement.

Preparation of yearly performance report to reward deserving population,in addition to this managed Reward and Recognition Ceremony annually.

Initiated Audit the Auditor Session to gauge Quality Analyst call monitoring and process knowledge skills.

Initiated various events based on line of business for On Job Training Batches and exsisting batches to enhance business revenue.

Handled Client escalations with appropriate closelooping.

Prepared Quality and Sales Dashboards to track business and process performance to identify Area of Opportunity and Area of Improvement.

Handled team of 5+ QA’s,which includes Attendance,Performance,Appraisal,Issues.

Initiated Shadow Coaching Session for Quality Analyst.

Assisted General Manager during each and every phase of events which relates to business improvement.

TELEPERFORMANCE, Jaipur 15/09/2010 till 10/05/2012

Quality Team Leader

Handled team of 7 QA’s,which includes performance, attendance,process issues.

Call Monitoring Skills,which includes feedback and coaching sessions for agents.

Conducted Calibrations and Dip Checks (Internal and External).

Conducted Quality Sessions with new batches which includes Call Listening Sessions.

Conducted Morning Meetings with team to discuss Plan of Actions.

MORANI CARS,Jaipur 10/04/2008 till 15/11/2009

Customer Care Manager

Handled Customers Escalations which includes service and sales part.

Handled Entire Vehicle (Car) Delivery Process.

Pre- vehicle check list monitoring.

Entire Show Room Quality Control Check Up (Hygiene,Ambience,Festive Schemes).

Handled Front Office and client’s queries on call.

EDUCATIONAL QUALIFICATION:-

Pursuing Total Quality Management from Expert Rating.

Completed B.Com from Subodh College (Rajasthan University) via batch 2011.

Completed Aviation and Hospitality Diploma from Indira Gandhi Institute of Aeronautics via batch 2009.

Completed 10th from Subodh Public School via batch (2005-2006).

Completed 12th from Subodh Public School via batch (2007-2008).

PERSONAL DATA:

Date of Birth:- 18/11/1988

Place of Birth:- Jaipur

Languages:- Hindi, English, French (Basic)

Marital Status:- Married

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