kirti kamble

1) Organization: Sutherland Global Services in - Dell SMB Process

Designation: Senior Specialist (Dispatch Analyst-Warranty Cost metric)
Reporting to: WCM Lead & Senior Account Manager
Duration: 1st Apr’13 to till date

●Working with the Site SPOC towards achieving Warranty Cost Matrix
●Auditing the dispatches created by FLA and coordinating with the DSP and DLP team to ensure timely resolution of dispatch calls
●Monitoring calls and Auditing log based dispatches to validate dispatch accuracy.
● Worked with the L2/Manager to achieve WCM Metrics (RDR, PPD and MPD : Bonus Penalty metrics for Dell Program )
●Maintaining the data for dispatch rejection and cancellation for Mumbai Site
●Updating the rejection data and ensuring recreation of the same
●Scrub the dispatch data to find out any known issues encountered which requires training
●Tracking cases for Fraud and Warranty Abuse customer

Designation: Quality Analyst
Reporting to : Quality Manager
Duration: 4th Nov’11 to 31st Mar’13

●Was the active member of the Core team working for Blackberry Service and Airtel Money Department
●Monitoring & auditing the calls of the team members.
●Tracking errors and providing solutions for the same.
●Taking weekly reviews with each team members.

●Handling team huddles.

Organization: Intelnet Global service - Vodafone M&G Post-PGC
Designation: Customer care associate/ SME / Quality Analyst
Reporting to: Team Manager
Duration: 23rd May-09 to 3rd Nov-11
As Customer care associate :
● Taking inbound calls.

● Handling queries related to Vodafone postpaid corp. connection.

● Providing application support.(My Vodafone)

● Helping to resolve queries of the customers.

As SME :

● Taking escalation calls. As well as use to manage SLA

● Sharing product information to the Team

● Tracking daily/Weekly/Monthly Productivity as well as resolution scores.

● Taking Daily/Weekly/Monthly reviews with each team members.

● Monitoring & auditing the calls of the team members.

As an Quality Analyst:

●Was the active member of the Core team working for Vodafone Postpaid M&G & Mumbai COCP
●Monitoring & auditing the calls of the team members.
●Tracking errors and providing solutions for the same.
●Taking weekly reviews with each team members.

● Keeping track of C-sat/D-sat cases & sharing feedback with Agent.

4) Organization: Info vision Pvt. Ltd. - LG customer care

Designation: Customer care associate
Reporting to: Team Leader
Duration: 17-May-08 to 17-May’09
Job Responsibilities:
● Inbound callings from customers
● providing information related to all LG product & registering complaint.