Swati Jagtap

Reporting Manager - Quality and Feedback from March 2015 Till July 2018

Job Role:

• Quality Audit - Evaluate Calls, Emails and Chats to ensure all queries are replied in timely
manner with accurate information
• Manage complaints and Feedback department
• Monitor Tour Guides and Drivers performance and see to it that they follow company
standards. Take proactive feedback from guests
• Give feedback to staff and train them to improve on the quality parameters
• Creating Team performance reports for CEO and evaluate queries, replies and staff
performance on CRM on behalf of the CEO
• Single point of contact to report employee request and escalate issues to CEO
• Actively worked to set up Call center
• Keep a check on sales conversion ratio and productivity of staff.
• Work on customer feedback and Complaints to ensure complaints are resolved with high
customer satisfaction score
• Keep a check on website to ensure all the data and promotions uploaded on the website are
accurate and check if all new activities are updated
• Handling escalated calls and issues for B2C and B2B clients
• Taking sales calls during busy season

Worked as Sales Executive from March 2013 till March 2015

Job role:

• Taking bookings from website deals
• Handling walk-in, phone and email inquiries to make sales
• Making complete packages for Dubai
• Applying UAE visa for customers. Maintaining and delivering visa service in timely
manner
• Handling website updates and making corrections on website
• Uploading data on website like packages, images, tours, visa details
• Maintaining transactions from payment gateway

Resolve customer queries over the call.
•Cross selling, new phone contracts.
•Maintaining excellent level of customer experience.
•Resolving queries related to bills, delivery of orders.
•Taking Payments over chat, handling complaints.
•Activating suspended accounts and keep follow-up for customers request and complaints.
•Worked on Best practices and sharing the same within the team.

Resolving issues related to the subscriber line running NXTT test to find the fault.
•Maintaining NPS (Net promoter scores) and customer satisfaction