Guntas Kaur

• Audit 20-50 customer interactions weekly across calls, chat, and email to verify compliance with company standards and
client-specific expectations.
• Drove First Call Resolution (FCR) from 54.63% to 69.74% and Customer Satisfaction (CSAT) from 3.53 to 3.71 through
root cause analysis and targeted coaching.
• Raised audit accuracy score from 84.67% to 91.35% by refining quality monitoring criteria and feedback processes.
• Coach and mentor a team of 15+ agents, translating quality metrics into actionable performance improvement plans.
• Proposed and secured leadership approval for policy changes that reduced unnecessary monetary loss.
• Lead client calls to present audit findings and align on quality improvement strategies.
• Compile weekly and monthly QA reports highlighting trends, agent performance, and compliance metrics for leadership
review.
• Recognized with multiple Performer of the Month awards and client appreciation for product knowledge and quality
guidance.

• Resolved customer issues via email, chat, and phone with empathy, accuracy, and efficiency.
• Updated and maintained customer account profiles in Bliss software to ensure data accuracy.
• Delivered e-support on billing, product specifications, and account queries, strengthening customer retention.
• Provided basic troubleshooting and product setup support, resolving inquiries on first contact.

• Instructed students in IELTS modules covering Listening, Speaking, Reading, and Writing.
• Developed lesson plans and evaluated student performance against target outcomes.

• Managed staff attendance, student records, and academic scheduling across the organization.
• Oversaw administrative reporting and departmental coordination, preparing daily and monthly reports.
• Prepared and administered written tests, issuing grades and performance reports.
• Mentored administrative staff and enforced procedural compliance across departments.

• Handled outbound calls and course inquiries using MYHOTLINE software.
• Maintained Excel logs for missed calls and follow-ups, supporting consistent customer outreach.