Customer Care Analyst

HEENA RANI

Mobile: +918*********

E-mail: ***********@*****.***

Objective

Career objective is to join a highly motivated, competent & professional organization to gain knowledge & achieve excellence, utilizing my experience for the growth of the organization.

Career Path

Currently working as Quality Analyst with Wyzmindz Solutions Pvt. Ltd. since December 2018 to till date.

Worked as Quality Analyst with Karvy Digi Konnect Ltd. December 2014 to November 2018. (Joined as a Customer care executive then promoted as floor Coach in Dec’15 then promoted as Quality Analyst in Jan’16)

Current Role & Responsibilities

Ensuring the daily Quality KPI achievement of aligned Team.

Ensuring adherence of the Client specified KPIs and reporting.

Identifying areas of opportunities through sample size & taking initiative for the improvement of the process pain areas.

Plan team activities & drive changes in quality processes for overall process improvement

Meeting with the internal team to discuss on process pain areas and improvement.

Conducting one to one sessions & Monthly review with the team assigned and helping them to improve on their performance.

Defined scope recommended approach and managed execution of floor support training to minimize customer complaints and increase CEI

Process hygiene audits to ensure proper adherence of process guidelines.

General Attributes

Young, Positive, Result Oriented, Team worker with good Time management and monitoring skills.

Good in relationships with Clients and Team members

Effective team player with capabilities of managing team in crisis

Adaptable to any environment and maintain a courteous and polite disposition with customers and fellow workers.

Frequent Learning and Take Initiatives

Achievements

Experience of work with leading DTH & Telecom Operators like Dish TV & Airtel

Dish TV TTQ Certified Quality Analyst.

Received Monthly RNR’s many times in my career for consistent performance.

Educational Credentials

Bachelor of Business Management from CCS University.

Higher Secondary School (10+2) from U.P. Board.

Basic knowledge of computer, Excel, MS word

Personal Vitae

Date of Birth : 04 July 1995

Marital Status : Unmarried

Gender : Female

Nationality : Indian

Language Known : English and Hindi

Interest : Internet surfing, listing to music, chatting with friends

Address : HN. 196 New Arya Nagar Opp – Shiva Bajaj Ghaziabad Pin code - 201002

Declaration:

I do here by confirm that the information given in this form is true to do the best of my knowledge and belief.

Date: - HEENA RANI

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