Quality Consultant Analyst

BANMEET DHALL

Mobile: 989-***-**** E-mail: ***********@*****.**.**

* ***** ********** ** *** sector and 8 years experience in Education

CAREER SYNOPSIS

Little Marvels-ELC Admissions And Parent Relations Feb’15- Presently

Take care of admissions and direct dealing with parents with their queries, day to day updates and problem solving.

Supervising and guiding the day care team, for smooth functioning.

Actively participating in school events and marketing activities.

Counseling the children as and when required for their better and over all development.

Universal Business School Sr. Student Counselor April’14- Feb’15

Worked as Sr. student counselor, handling all walk-in queries and over the phone.

Doing counseling on one on one basis with the walk-in students.

Counseling students from scratch till the final conversion.

School of Inspired Leadership Student Counselor Apr’10- April’12

Worked with the Marketing and admissions team as a student counselor

Handled all walk in, database and online queries.

Coordinated with the students, faculty and staff members.

Actively participated in Library management as well.

Serco BPO Services Quality Analyst Jan’08 – Feb’10

Handled the team of more than 60 people, for MNYL process.

Looked into overall team performance (Customer Service, appropriate information delivery to the customer, good behavior on the call etc).

Direct interaction with the client (MNYL).

Time to time feedback given to the team. Worked hard with the agents on their week points, in order to improve their scores.

Along with the daily schedule of quality check of calls did floor supervision.

Hyper Quality Quality Consultant Jun’06- Sep’07

Look into overall team training programs like Voice & Accent, Customer Service, Culture, Team Building, Coaching & Mentoring, etc.

Mentoring & motivating team mates by providing one o one feedback sessions focusing on communication skills & technical ability (product knowledge).

Recognizing and recommending training in the areas of improvement for the team members; ensuring the implementation of the same

Astra Business Services Pvt. Ltd Collection Officer Jun’05–Jun’06

Worked with US Based Outbound Medical collection process.

Proficient at managing & leading teams for running successful process.

Ensuring timely receipt of money from clients & recovery of bad debts.

Evaluating consumer’s financial status by research on Credit Bureau.

Posess excellent interpersonal, communication and organizational skills

with proven abilities in customer relationship management

Tata Infomedia Ltd CCE May’04 –May’05

Facilitated team development and conflict resolution at times of crisis

Improved customer service approach to 100%.

Believed in single call resolution.

Genuine team player happy to lend support and take advises.

Handled complaints / service recoveries.

Provided prompt, courteous service to customers.

Processed customer transactions efficiently and effectively.

Academic Qualifications

Graduated from University of Delhi (School of Open Learning)

Diploma in Jewelry Designing - From Women Polytechnic, New Delhi

Awards

Certificate - Achievement Award recipient from Tata Infomedia Ltd.

Certificate - Achieving highest quality scores from Hyper Quality.

Personal Details

Address : A-25, Ordnance Apartments, H-Block, Vikas Puri, New Delhi-110018

Residence Number : 989-***-****

DOB : 20-02-83

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