* * * * *

MANISHA TYAGI

Mobile: 981-***-****

Address: FB-17, Lajpat Nagar, Sahibabad, Ghaziabad-201005 Email:ady99w@r.postjobfree.com

CAREER OBJECTIVE:

To seek a challenging position of strategic importance in the competitive environment by making contribution to the organization to the best of my ability by shaping and developing my own skills during interaction. KEY STRENGTHS:

Using professional knowledge and skills in the growth of the organization.

Ability to plan, initiate & organize activities and driving it towards the goal set.

Willingness to learn and flexible in assignments.

Interpersonal communication skill & analytical ability. PROFESSIONAL QUALIFICATION:

Diploma in Computer Programming & Application

Diploma in Industrial Pollution Control.

Certification in yellow belt.

EDUCATIONAL BACKGROUND:

Schooling from Central School with 1st Division

Graduation : B.Sc.(Chemistry, Botany & Zoology) 1st Division from D.B.S. College Dehradun.

M.Sc. (Organic Chemistry) 1st Division from M.K.P. College Dehradun. JOB EXPERIENCE:

(1) Company Name:- V Customer

Duration : March 2006 till 16/June/2010

Job Profile : (1) Worked as an Agent.

(2) Promoted as Business Development Executive

JOB DETAILS :

2(a) My job profile includes conducting extensive research on prospective clients in the areas we serve, which we determine using the different industry verticals (Hospitality, Retail, Utilities and Technical). 2 P a g e

2(b) Analysis of data of companies who were ready to talk to top authorities to discuss further the out sourcing of their business. 2(c) To develop a database on which a prospect can be further explored and is responsible for research on the prospect's current and past outsourcing history.

2(d) Fixing onsite/on call meetings between the prospective clients and our top management with an objective of building relationship to finalise the deal for outsourcing their services to our company. 2(e) Managing lead generation and research activity, sales force tools and monitoring new prospective industries that have already out sourced their business to different countries.

3. Moved to Networking Department.

3(a)Resolving customer's networking complaints that include entire resolution with regards to router, adapters, printers and multiple laptops, desktops connections with that network in two different processes named as net gear and Linksys/Cisco.

As the company shut down, hence joined the best company HCL Technology (BPO).

2) Company Name:- HCL Technology. (BPO)

Duration: September 2010 till Feb 2014.

Job Profile: -

a) Worked as an agent .

b) Promoted as :- Performance Improvement Coach.

Job Details:

1. Making performance improvement plans.

2. Sharing updates and handling top quality defects with agents. 3. Taking corrective actions regarding defect in quality on the process levels.

4. Use of tools called verient to listen to the calls of any agent. 5. Root cause analysis so that the reasons of calls/fails/dissatisfaction can be concluded and necessary improvement can be made, if possible by full data analysis.

3 P a g e

6. Analysis of products and calls. Graphs were drawn/made to make it easy to explain. Interaction with customers to confirm their thinking about the products changes.

7. Listening detractor calls & analyzing them to conclude reasons of fail or detractor so that implementation/change, if required, can be done.

3) Moved to HCL Technologies Sector-65.

Job Details:

Allocated Students, JRF & SRF to different processes. If no possibility of allocation as data we received not matching due to any reason like education criteria or no seats are available, then putting them in the allocation queue. 4) Company Name: BARCLAYS.

Duration: Feb 2014 till June 2022.

Job Details: -

1) Process Associate. Taking customer calls and resolving issues. 2) At Escalation Desk/Complaint Executive.

Escalation Desk :

Manage complex customers complaints, assessing and evaluating customer's need to ensure that quarries are resolved. 3) L2/Executive Complaints Quality Check :

Provide deal and pitch book development support to enhance the customer experience, after analysis management and implement the ideas.

Conduct customer specific research (strategy and operations) to provide a full view of customer's issues and need.

Liaise with onshore clients and QA to ensure a clear understanding of the value derived from the analysis and improvement areas in regard to fails and quality.

Ensure that the highest quality and accuracy standards are achieved by quiz sessions.

Participate in conference calls and video conference with clients to provide feedback and updates on progress and results. 4 P a g e

Checking complete quality of L1, L2 and executive levels before final response letter (FRL) is sent to customer and sharing feedback with them, if any error is found.

4) Worked as chat analyst. Giving resolutions to UK Bankers. When customers are asking questions in regards to their accounts and Bankers are not able to resolve or are not aware of answers to query, then they chat with us for resolution.

The Bankers also contact us for any refunds as goodwill gesture or for valid dues.

Date : (Manisha Tyagi)

Place :

Contact this candidate