Experience

Innovative Retail Concepts Pvt Ltd

• Retail
• 300 - 400 Employee

• Quality Analyst-Customer service

  • Jan 2016 - Present

  Designation: Sr. Customer care Executive From 27’th Jan’16- Sep’16.  Handled inbound calls  Worked on customer escalation calls  Worked in Email process Designation: Subject Matter Expert Sep’16-Sep’19.  Floor support given to agents  Briefing taken of agents on new updates  Handled the OJT batches  Handled the RTM-SL maintained  Handled the team of 20 Agent-performance wise Designation: Quality Analyst Sep’19-Present.  Auditing Inbound and call back team calls  Auditing Inbound and call back team calls  Real time basis fatal feedback sharing  Conducting quality session for respective team  Performing RCA on customer complaints  Giving inputs in process improvement-loopholes  Performing Calibration activity  Performing Call listening activity Show less



Landmark Etail Ltd.

• Pune

• CCE

  • Dec 2013 - Jan 2016

   Handled inbound & Outbound calls  Worked on customer emails.  Worked on gift card process  Preparing Reports: Payment, Gift card data.  Handled and trained the new joiners  Handled inbound & Outbound calls  Worked on customer emails.  Worked on gift card process  Preparing Reports: Payment, Gift card data.  Handled and trained the new joiners



Tech Mahindra Business Services

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

• CCE

  • Jul 2012 - Jan 2013