Nitin Singh Rawat

B-***, Inder Enclave-II, Kirari, Nangloi, New Delhi-110086

Mob. : +91-965******* – adjbdk@r.postjobfree.com

PROFESSIONAL SUMMARY

Seeking a challenging position that requires a motivated and dedicated person, where I can enhance my

skills for the mutual development of company and myself.

SKILLS

Ø Punctual Ø Ready to take extra responsibilities

Ø Strong verbal communication Ø Always keen to learn & explore

Ø Open to feedback Ø Positive attitude

WORK HISTORY

Mar’20 to Dec’20 Team Lead Quality (Business Analyst / Speech Analyst)

R Systems International Pvt. Ltd. – Noida, UP

Ø Worked on a tool named “Nexidia” based on speech analysis for audits

Ø Developing queries using Boolean & temporal logic to deliver the foundation for analysis

Ø Performing analysis for query/call listening to develop business case

Ø Compiling analysis results & preparing deck for the presentation

Ø Providing insights to the client for their process in order to improve the process performance

Ø Client interaction for the glide path & to take inputs from them

Ø Accountable to provide daily deliverables on time

Aug 2019 to Mar’20 Team Lead Quality

Jindal X (Jindal Intellicom Limited) – Gurugram, Haryana

Ø Handling a team of 16 QAs for Zomato Chat Process

Ø Preparing review deck for MBR

Ø Publishing dashboard, feedback report, ATT tracker, Compliance reports

Ø Introduced QA scorecard basis the performance & defined KPIs

Ø ATA on audits done by team and feedback delivery for any non-compliance

Ø Conducting and leading calibration sessions on weekly basis

Ø Strategic guidance to Operation and Training team for quality and CSAT scores improvement

Sep 2018 to Aug 2019 Team Lead Quality

Tech Mahindra Pvt. Ltd. – Noida, UP

Ø Handling a team of 15 QAs for different LOBs

Ø Preparing review deck for MBR/WBR & assisting managing in review presentation

Ø Giving quality reviews in the absence of managers

Ø Maintaining ATT tracker along with the closures from HR for the tiers issued to the agents

Ø Providing process suggestions to the clients & assisting in implementing them

Ø Initiated & completed successful projects in order to reduce agent errors for social media escalations

Apr 2017 to Sep 2018 Quality Analyst

I Energizer – Noida, UP

Ø Auditing calls and giving feedback to the agents to ensure maximum C-Sat %

Ø Analysis on DSAT, AHT Reduction & NPS

Ø Handling a project named “Pro Care” where feedback from the dissatisfied customer is collected in order to provide insights to the client for continuous improvement of the process

Ø Publishing all the compliance report & TNI

Ø Top performer for the last 3 months i.e. Jun, Jul & Aug’18 in terms of CSAT%, Productivity & Escalations

Dec 2015 to Mar 2017 Quality Analyst

Oravel Stays Pvt. Ltd. – Spaze I Tech Park, Sohna Road, Gurugram – Re badged to

Tech Mahindra Pvt. Ltd. Spaze I Tech Park, Sohna Road, Gurugram

Ø Identified calls failing to meet predefined standards & identified the problems

Ø Implemented agent training & coaching initiatives

Ø Understood the priority of the organization & evaluated call behaviors for regulatory compliance cross selling & adherence to policy

Ø Provided customer feedback & internal compliance feedback to management

Ø Preparing monthly Quintile (BQ) Management report to identify defaulters and work for the improvement

Ø Conducted script based trainings for the agents to improve soft skills

Ø Participated on Weekly Calibration Calls to measure and enhance Process Quality.

Ø RCA check on Social media escalations to bridge the process gaps

Ø Dip check on process updates & Pre-shift report to check the adherence

Ø FCR (First Call Resolution): Drive and sustain FCR as per the priorities

Ø Training on Quality Legend: Involved in training of the agents on Quality Legend.

Jul 2015 to Dec 2015 Team Lead – Verification Department

Atiya Herbs – Karol Bagh, Delhi

Ø Coached the agents on soft skills & guest handling skills

Ø Introduced new way to minimize the error in verification

Ø Worked directly with the Managing Director to achieve the maximum number of deliveries of the product

Jan 2015 to Jun 2015 Records Retrieval Agent (US Process)

E4E Healthcare Business Services Pvt. Ltd. – Sector-62, Noida, UP

Ø Used to call Medical facilities in US e.g. Medical Clinics, Hospitals & Doctors and request the Medical Records of the patients they were taking care of by sending the required documents for the release of the Medical Records

Ø Working for Attorneys & Medical Insurance Companies

Apr 2007 to Mar 2009 Customer Care Executive

Intouch Solutions Pvt. Ltd. – C-45, Okhla Industrial Area-II, Delhi

Ø Answered customer’s questions about the product & services

Ø Accessed & reviewed customer’s online accounts to resolve customer’s complaints. When required, transferred customer to a supervisor for resolution

Ø Worked directly with clients, management to achieve the desired results

EDUCATION

2016 Bachelor of Arts:

Delhi University - Delhi

COMPUTER PROFICIENCY

Well versed in Corel Draw (DTP), Adobe Photoshop, MS Word, MS Excel & Hindi Typing

Date:

Nitin Singh Rawat

Place:

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