Customer Care Representative
Better Homes LLC
Total years of experience :8 years, 9 Months
• To assist clients with their property inquiries.
• Following up with the consultants to ensure the clients have been contacted.
• Gaining feedback from the clients on the quality of service provided by consultants.
• Making outbound calls to clients to acquire new leads for the growth of business.
• Working on email inquiries and meeting the service levels.
• Handling complaint calls and sending the details across to the relevant Manager. Following up on the same to ensure the complaint has been attended to.
• Worked on a project to understand the company’s current stand in the market in terms of Customer Services.
• Conducting session for new hired consultants on how CRM works.
• Training receptionists to handle frontline clients.
• Working on process related documents and conducting refresher training sessions for the team.
• To evaluate Welcome Calls made by the agents to customers on opting for Select Shaadi service.
• Evaluating calls made by the Profile Write up Team.
• Evaluating 80-100 chats on daily basis.
• Providing regular feedbacks and documenting the same.
• Attending chat calibration sessions and highlighting the necessary changes required in the process.
• Highlighting service lapse cases to the management.
28 November 2011 - 19 June 2013 Serco BPO PVT LTD
Designation: Quality Analyst
Department: First Rail (UK Operations)
Job Description: • Worked as a Quality Analyst in First Rail.
• To participate in special projects.
• SME for any queries and clarifications.
• Conducting Gauge RnR and Weekly Quality Calibrations.
• Conducting assessments and handling OJT for new joinees.
• Conducting Quality Trend Sessions for the advisors.
• Conduct Process Training for new batches if required
Principal Authorities: • Direct point of contact for the Quality Manager.
• Performing 100% Quality checks for the members assigned.
• Preparing Product Knowledge Tests for the department.
• Evaluation of cases on weekly basis and providing feedbacks.
• Participation in Gauge and Quality calibrations.
• Sending daily report on the number of Quality checks done.
• Preparing weekly Quality reports, FoS report, OJT Release report, Assigning quality checks to all QA's and OPS Supervisors.
• Engaging with the Training Team to work on process related documents.
• Being a part of the FRH calibrations with the clients directly.
• Auditing the checks and evaluations done by the rest of the QA Team.
Reporting Authority: Quality Manager
Achievement / Award: • Best Quality Analyst for the year 2012.
• Best Quality Analyst for January - March 2013.
January 2006 - Till 31stOctober 2011 Hutchison 3 Global Services PTY Ltd.
Designation: Team Coach
Department: Vodafone Retail Escalation Team (Australia Operations)
Job Description: • Worked as a Team Coach in Retail Escalation Team.
• Exposure of handling team and monitoring their performance.
• To participate in special projects such as improving knowledge on the floor, grooming IJP Aspirants.
• To communicate with Dealers and Retailers and seek appropriate feedback on Quality of Work.
• To be the SME (Subject Matter Expert) in the respective function for any queries and clarifications.
• To prepare weekly and monthly Efficiency and Review Data.
• To conduct meetings with the team for regular communication, new updates etc.
• To be the first level of escalation from business partners for BAU processing.
Principal Authorities: • Handled a team of 17 players who worked on Customer, Dealer and Retailer escalations.
• Reviewing the Quality of Emails and approving them accordingly.
• Keeping a track of all the problems faced during the project and updating the same to the team.
• Evaluating emails on monthly basis and coaching the members.
• To manage business partner's expectations - Interact / Communicate with the business partners at operating level on a regular basis.
• To use proactive approach to problem solving, taking ownership of issues and having the determination to follow things through.
• To ensure that BAU is processed as per SLAs and no TAT missed.
• Respond to all issues and escalations personally.
• To manage training needs of the team.
• Assisting Team Leader in the daily administrative work.
Reporting Authority: Team Leader.
Achievement / Award:
• Consistent Performer & Unplanned Absenteeism (Oct - Nov 2007)
• Consistent Performer Quality & Unplanned Absenteeism (Jan - Feb 2008)
• Zero Percent Unplanned Absenteeism (March - April 2008)
• Best Quality & No Service Recoveries (May - June 2008)
• Best Quality (July - Aug 2008)
• Best Quality, Attendance Zero Unplanned & Zero Service Recoveries (Sept - Oct 2008)
• Best Quality, Ownership Guru, Knowledge Guru (Dec 2008 / Jan 2009)
• Best Runner Up Team - Sales Support Premiere League (April 2009 & May 2009)
• Zero Service Recovery (April - May 2009)
• Winner Of Sales Support Premiere League (June 2009)
• Outstanding All Round Performance (Aug - Sept 2009)
• Best Performance in Quality (May - July 2007)
• Award for Customer Appreciation 2009
• Consistent Nominee for Champ of The Quarter Award in the last five years.
• Achievement Award For Completing 3 Years and 5 Years at 3Global Services.
March 2002 Higher Secondary School Certificate secured a First class (61.50%) S.N.D.T University Mumbai
March 2000 Secondary School Certificate secured a Distinction (76.66%) St.Charles Convent School.