Precess Specialist Data
Cognizant
مجموع سنوات الخبرة :9 years, 10 أشهر
Quality:
▪ Present the presentation to the Quality Head about the performance.
▪ Build relationships with key employees among customers.
▪ Create plans to address clients’ business needs.
▪ Advise clients on creating profitable processes.
▪ Schedule regular meetings with all the CRE’s to ensure they are achieving the targets with the required
quality.
▪ Act as point of contact for complaints and escalate issues as appropriate.
▪ Help sales team up-sell or cross-sell services and products.
▪ Ensure both the company and clients adhere to contract terms.
▪ Study competition to find new ways to retain customers.
▪ Set sales and revenue targets and work diligently to meet them.
▪ Collaborate with internal teams (e.g. sales, engineers, senior management) to address customers’ needs.
▪ Efficiently heading the Quality Department & taking care of the different projects.
▪ Present the presentation to the CEO about the performance of the team.
▪ Taking interviews for Quality Team Leader as well as for Quality Analyst as per the process required.
▪ Trying to retain team members whenever required.
▪ Roll out the IJP for Quality Analyst as per the process requirement.
▪ Handling a team of 3 members (3 QA's).
▪ Solving the client problems (if any) at the earliest.
▪ Always sharing the feedback to the QA team as well as agents & making sure the positive environment is
on the floor.
▪ Always come up with new ideas to improvise the process.
▪ Keep a keen eye on everyone from KRA's perspective.
▪ Entrusted with the responsibility of managing the Customer Assistance center for the client. (Forum to
voice your opinion to improve Customer Satisfaction or bring Process Improvement).
▪ Auditing (QA's QA) and giving timely feedback to the QA's (if came across any opportunity).
▪ Handle Case type Refresher for Outliers (Bottom Performers) on the floor and make the necessary reports.
▪ Make sure, Bottom Performers will successfully close the PIP plan.
▪ Maintaining daily, weekly & monthly reports, external scorecard, PKT scorecards and various defect
analysis (from client's perspective).
▪ Conduct training sessions, Knowledge Checks and assessments for the production floor and publish the
improvement report.
▪ Determine training needs through quality checks, identifying training gaps & conducting programs to
enhance efficiency.
▪ Performing as a key member of the Aryan’s Construction.
▪ Prepare Root Cause Analysis (RCA) on an immediate basis on any escalation received from the client.
▪ Sharing any new updates with the supervisors and the team about process change.
Team Leader - Customer Relationship Executive:
▪ Set clear team goals and KPIs for the team members.
▪ Delegate tasks and set project deadlines.
▪ Oversee day-to-day teams' operation and performance.
▪ Do regular performance evaluation & share the feedback with the CRE’s for improvement.
▪ Create a healthy and motivating work environment and atmosphere within the team.
▪ Develop a well designed and motivating evaluation program.
▪ Communicate with teams about their performance.
▪ Monitor team performance and report on metrics.
▪ Motivate team members.
▪ Discover training needs and provide coaching.
▪ Listen to team members’ feedback and resolve any issues or conflicts.
▪ Plan and organize team-building activities.
Customer Relationship Executive:
▪ Dialled on the given data & successfully close the leads.
▪ Escalated the issues to the Sr. CRE / Supervisor (if any).
▪ Adhere the deadline to close the leads.
▪ Do the follow up calls as & when required.
▪ Follow the rules & regulations of the organization.
Quality Assurance-Customer Success (Quality
Quality:
▪ Efficiently heading the Quality Department & taking care of 13 different projects/accounts.
▪ Taking interviews for Quality Team Leader as well as for Quality Analyst as per the process required.
▪ Trying to retain team members whenever required.
▪ Roll out the IJP for Quality Analyst as per the process requirement.
▪ Handling a team of 12 members (10 QA's + 1 Q-TL).
▪ Solving the client problems (if any) at the earliest.
▪ Always sharing the feedback to the QA team as well as agents & making sure the positive environment is
on the floor.
▪ Always come up with new ideas to improvise the process.
▪ Keep a keen eye on everyone from KRA's perspective.
▪ Entrusted with the responsibility of managing the Customer Assistance center for the client. (Forum to
voice your opinion to improve Customer Satisfaction or bring Process Improvement).
▪ Auditing (QA's QA) and giving timely feedback to the QA's (if came across any opportunity).
▪ Handle Case type Refresher for Outliers (Bottom Performers) on the floor and make the necessary reports.
▪ Make sure, Bottom Performers will successfully close the PIP plan.
▪ Maintaining daily, weekly & monthly reports, external scorecard, PKT scorecards and various defect
analysis (from client's perspective).
▪ Conduct training sessions, Knowledge Checks and assessments for the production floor and publish the
improvement report.
▪ Determine training needs through quality checks, identifying training gaps & conducting programs to
enhance efficiency.
▪ Performing as a key member of the Vindhya E-Infomedia Team.
▪ Prepare Root Cause Analysis (RCA) on an immediate basis on any escalation received from the client.
▪ Sharing any new updates with the supervisors and the team about process change.
Aryan’s Construction
Ensured work deliverances and constant improvement in quality through taking feedback from clients and
put it across to enhance associates work quality. Regularly liaison with the team members to ensure
process excellence.
▪ Facilitated other processes during contingency period while participating in the section activities.
▪ Performed pivotal role in identifying new opportunities and mining business from existing contacts.
Troubleshooting and resolving client queries efficiently in shortest amount of time.
▪ Interacted with the Client in order to provide them with high quality and competitive services in a timely
manner.
▪ Acted as a vital connecting link between the management & the team for dispersal of information.
Distinguishing key areas of obstructions and evolving immediate and long-term resolutions.
▪ Established and used service level and response time objectives while planning and managed the service-
level quality using the real-time management skills.
▪ Responsible for assuring effective work flow management to meet agreed service level agreement and
quality levels while maintaining effective resource utilization at all times.
Plan, coordinate and manage all administrative procedures and systems.
▪ Allocate responsibilities and office space to the staff.
▪ Assess staff performance.
▪ Provide coaching and guidance to ensure maximum efficiency of the staff.
▪ Ensure the smooth and adequate flow of information within the company.
▪ Manage schedules and deadlines to the staff.
▪ Purchase new office material (stationary) as & when needed.
▪ Identify process bottlenecks & find the resolution for the same.
▪ Monitor costs and expenses to assist in budget preparation.
▪ Oversee the maintenance & the requirements of the organization.
▪ Organize and supervise other office activities.
▪ Adhere to policies and regulations of the organization.
Office Boy:
▪ Clean all the office (dusting & moping) before all the staff came in.
▪ Responsible for answering incoming calls, routing them to the proper individual and taking messages
when appropriate.
▪ Greet guests when they visit the office.
▪ Serve the Tea, Coffee or cold drink to the guests & to the office staff.
▪ Organizing and maintaining records in the office.
▪ Following the predetermined protocol (for example filing alphabetically, by geography, etc.)
▪ Did all banking work as per the requirement.
courses: Lean Six Sigma
On 3rd Jul'21 from Anexas Europe & ● On 5th Jul'21 from Efforts Consulting; this will help to implement the new ideas for getting maximum output with low waste
Awaiting for Results
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