Executive Assistant Vendor Management

Neelu Cheema

904**-***** *****.********@*****.*** Mohali, Punjab, India

Professional Summary

Detail-oriented and proactive professional with over 10 years of experience across Executive Assistance, Administration, and Quality Analysis roles in BPO and Consulting industries. Demonstrated ability in managing executive calendars, leading teams, conducting audits, and improving internal processes. Strong stakeholder coordination, multitasking, and operational support expertise with a passion for organizational efficiency and service excellence.

Core Competencies

Administrative Operations & Vendor Management

Call Quality Audits & Compliance Monitoring

Team Leadership & Staff Mentoring

Client & Stakeholder Communication

Escalation Handling & Conflict Resolution

Reporting Dashboards & Performance Metrics

Travel Planning & Meeting Coordination

CRM & ERP Tools Google Workspace MS Office Suite

Confidentiality Time Management Process Optimization

Professional Experience

Chandranchal Business Services Pvt. Ltd., Chandigarh

Executive Assistant & Admin Coordinator April 2019 – July 2025

Provided high-level administrative and secretarial support to senior management.

Managed executive calendars, arranged travel itineraries, and coordinated high-level meetings.

Handled internal communication, visitor management, and office supply inventory.

Coordinated vendor management, invoice processing, and facility operations.

Supported HR with onboarding, training coordination, and maintaining employee records.

Prepared MIS reports, drafted professional correspondence, and ensured documentation compliance.

KVMS Marketing Solutions, Zirakpur

Quality Analyst July 2018 – March 2019

Conducted evaluations and audits of calls using PACT (People, Activities, Contexts, Technologies) framework.

Provided structured feedback and one-on-one coaching to improve agent performance.

Collaborated with team leads for quality calibration and standardization.

Facilitated monthly theme-based performance activities and client service reviews.

Conneqt Business Solutions (formerly Tata BSS), Mohali

a)Team Leader Dec 2016 – June 2018

oManaged 15–18 advisors handling Airtel Gold segment; ensured target KPIs.

oMonitored call quality, AHT, staffing, and daily escalations.

oGenerated daily performance and adherence reports.

oTook live calls to stay aligned with ground operations.

b)Quality Analyst Sept 2015 – Dec 2016

oAudited calls ensured protocol compliance, and documented agent performance.

oConducted agent coaching, feedback sessions, and calibration activities.

oImproved service delivery using insights from client and internal feedback.

Education

oMaster’s Degree Panjab University English 1999-2001

oBachelor’s in Arts Panjab University 1997-1999

oMatriculation from Yadavindra Public School Patiala 1994-1997

Tools & Technologies

Microsoft Office Suite (Excel, Word, Outlook, PowerPoint)

Google Workspace (Docs, Sheets, Calendar, Gmail)

Ticketing tools

Quality Monitoring & Reporting Dashboards

Trainings

Art of Delivering Feedback

Team Lead Boot Camp Part 1 & Part 2

Certified L.E.A.D.S – Listen, Empathy, Ask, Deliver & Save (Specialized Airtel Customer-Centric Program)

Completed Multiple C-SAT Trainings

Code of Conduct and Email Etiquettes

Interpersonal Skills

Strong communication skills

Excellent ability to adapt to difficult situations

Detail oriented

Capable problem solver

Quick Learner

Multitasking

Good organizational skills

Time Management

Leadership Skills

Personal Details

Date of Birth

October 19, 1978

Gender

Female

Nationality

Indian

Marital Status

Married

Languages Known

English, Hindi, Punjabi

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