Experience

EHE Real Estate India Pvt Ltd

• Team Lead

  • Jun 2018 - Present

  • Create an inspiring team environment with an open communication culture. • Set clear team goals. • Delegate tasks and set deadlines. • Oversee day-to-day operation. • 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. • Recognize high performance and reward accomplishments. • Encourage creativity and risk-taking. • Suggest and organize team building activities. Show less



DXC Technology

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• CSR

  • Feb 2017 - Jun 2018

  • Manage large amounts of incoming calls. • Generate sales leads. • Identify and assess customers’ needs to achieve satisfaction. • Build sustainable relationships and trust with customer accounts through open and interactive communication. • Provide accurate, valid and complete information by using the right methods/tools. • Meet personal/customer service team sales targets and call handling quotas. • Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution Keep records of customer interactions, process customer accounts and file documents. • Follow communication procedures, guidelines and policies. • Take the extra mile to engage customers. Show less



Infosys BPM

• India
• IT Services and IT Consulting
• 700 & Above Employee

• Quality Analyst

  • May 2014 - Feb 2017

  • Analyzes/audits service incident data, emails, voice clips, and customer surveys to identify areas of service delivery that did not meet pre-established performance standards within the CallCenter. • Provides structured and timely recommendations; verbal and/or written feedback to Quality Manager, CallCenter leadership, CallCenter operations, analysts and the Service Quality teams. • Performs mock calls with new hires post-training to determine readiness for moving into support. • Develops and conducts targeted group coaching sessions for analysts that address Service Quality deficiencies and/or improvement opportunities. • Uses customer service expertise to assess existing practices and procedures for process improvement opportunities with all Call Center teams and sites. • Uses CallCenter tools to gather data and analyse trends or patterns affecting quality. • Collaborates with call quality team members to identify and streamline processes and implement process standards that enhance service delivery and the customer experience. Show less