Experience

Property Valuation Services Corporation

• Canada
• Non-profit Organizations
• 1 - 100 Employee

• Client Services

  • Aug 2022 - Present



CSS Corp

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

• Quality Analyst

  • Oct 2015 - Apr 2019

  • Regular audits based on the client requirement and provide feedback to agent • Train agents on quality assurance before the first transaction • Enhance the agents understanding about the product and process • Help agents on quality, communication and process queries • Conduct internal and external calibrations to check the quality on the floor • Holding monthly QA-TL calibration to update the TLs on the QMG portal and client requirement • Design the call flow chart for the agents to train • Provide refresher and training sessions. • Bring in new practices for the agents to improve • Share timely reports about the production performance to the operations • Find strategies to help improve and gauge the agents • Design QMG sheets with new client requirement and agent issues on the floor Show less



HCLTech

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

• Junior Engineer

  • Dec 2014 - Aug 2015

  • Provide technical support for customers as part of British Telecomm • Troubleshoot and resolve customer issues dealing with PSTN and Broadband • Provide adequate knowledge on the usage of the existing tools • Guiding customers using GTA for better service • Ensure closure of assigned tickets and follow up for feedbacks • Provide technical support for customers as part of British Telecomm • Troubleshoot and resolve customer issues dealing with PSTN and Broadband • Provide adequate knowledge on the usage of the existing tools • Guiding customers using GTA for better service • Ensure closure of assigned tickets and follow up for feedbacks