Kunal Gautam Gautam

Created and revised procedures, checklists and job aids to reduce errors. Developed and maintained defect databases for known issues. Strengthened internal communication channels through regular meetings with stakeholders across departments, facilitating seamless information exchange related to quality assurance efforts. Publish regular reports about the departments monthly performance circling around quality parameters, Analyses data and identify issues/best practices, Ensure adherence to all process guidelines and compliance matrices. Mentoring and monitoring the agents on daily basis, deep scrutinization and making sure that quality parameters are met, sharing regular feedbacks with the agents and their supervisor to enhance the overall customer experience and trailing towards organizational target for NPS, CSAT, DSAT are met, .

Provided exceptional support to high-value clients, ensuring retention and fostering long-term relationships. Proficient in global distribution systems like Amadeus and Sabre, catering to client needs
Quality Improvement Relationship Building Consultative Sales Client Relations Customer Service Customer Relations Service Upselling Microsoft Excel Call Metrics Product and service solutions Customer service orientation

Proficient in handling customer queries through inbound calls in an Australian energy process, dealing with various energy companies. Responsible for customer success, providing information on new connections, reissuing plans, and canceling services.. Pays attention to key responsibility areas like average handling time, customer satisfaction feedback form, and first call resolution. Manages diverse customer accounts, consistently exceeding performance targets and maintaining high customer retention.