Office Quality

Objectives:

Seeking a challenging career that encourages continuous learning and creativity, exposure to new ideas, stimulation of personal and professional growth.

Experience:

Currently working in Trans Continental e-Service as Quality Analyst (From 24-May-16 to till Date)

Job Profile:

JETFLEET CAR RENTAL (EMAIL AND CALL)

Doing analysis for process improvement and guiding the team.

Doing calibration and ATA (audit to audit) to check the team accuracy.

Identify and give feedback on agent shortcomings in soft skills and process knowledge.

Offline/Live monitoring of agent calls to audit.

Auditing calls based on set parameters.

Daily Reports on Quality Deviations.

Monthly Client Reports.

ACHT, Call Disconnection, Customer Metrics Analysis.

Conducting Team Induction.

Reviewing the performance of the Agents.

Giving Feedback to operations regarding any deviations in process.

Conducting process training as per the requirement. Handling client escalations.

Reliance Communication Infrastructure Limited (From 24-Sep-2012 to 23-Jan-2015)

Job Profile:

Preparing & updating the various Material Stocking Reports & Tracker on Daily& Monthly basis.

Same publishing to Corporate Clients, Business & Circle Team Members & Vendors.

Working as Back up to Reliance Business Team Member. It is related to call, mail co- ordination with vendor’s for fulfilling the paper related work.

Maintaining stocking data of all kinds of EPBAX, Modem & Router Materials.

Working as Number Management team, Daily bases we check the mails and revert to Ac/M & as well as CSAM for Numbers requested. It is related to Mails and Calls.

Education Qualification:

H.S.C(Maharashtra State Board in Year 2008-2009)

S.S.C (Mumbai Board in Year 2006-2007)

Additional Qualification:

Certificate in MSCIT in Year 2008-09

Basic knowledge MS- Excel, MS- Word, Office Documents, Emails & Internet.

Technical Skills:

MS-Excel 2007 (VLOOKUP / HLOOKUP / Pivot table)

MS-PowerPoint 2007

Lotus and Outlook

CRM Tools (Clarify / RCRM / ICARE / CLARITY)

C-Rezpro

Genesys

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