Olivia .

Experience

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  Vodafone Essar Cellular Limited

  Jan 2001 - Apr 2003

  Senior Customer Service Representative

  I joined as a CCO (Customer Care Officer) and was promoted as Senior Customer Care Officer after the completion of probation. Job profile was mainly servicing the cellphone connection subscribers on phone.Promoted to Corporate Care after a year; I was responsible for managing the subscriptions for the corporate clients in Delhi and NCR regions.I had segregated the clients’ data with corporate (bulk) connections, which was a mass data compilation for all the different corporate clients. Profile included handling the Corporate Subscribers’ queries and problems, not only on phone but also via email communication.  In assistance to back office, I also used to perform switch level command executions. Also, working as a Service Manager, handling the escalated cases. Providing On Job Training to the new joinees on call handling, query registrations and taking through Call Observation guidelines. Additionally, used to manage the day-to-day activity of team members as updating recent alerts, stay back/discomfort, facilities, attendance etc. Show less

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  Convergys

  Jun 2003 - Apr 2006

   Monitoring, evaluating calls, and providing feedback to the agents. Organizing and conducting change-training sessions for the process updates. Preparing growth action plans along with the respective Unit managers (Operations- Team Leader) for time bound agent development. Analyzing scores of low performing agents along with Operation Managers and preparing target specific action plans. Maintaining evaluation trackers on a daily basis. Facilitating the External Calibrations with the Client. Conducting Internal Calibrations for In house Continuous education and preparing calibration reports for the calibrations chaired. Preparing Reports, which included Service level agreement and Audit reports. Data Analysis and Transcription. Organizing and Conducting Quality Sessions for the new hires. Organizing events and contests for Process improvement in terms of C-SAT and Fun at work.I also completed Quality-101 (Bronze and Silver level) training. Was promoted as QE on 22 November 04. Show less I joined as a CSR (Customer Service Representative) with an inbound customer service and sales process that services clients, for a major Financial Institution based in US. Profile included handling of customer service calls related to their account and completing Sale on the same call. Was soon promoted to Senior CSR based on appraisal ratings. Was promoted as SME (Subject and matter Expert) wherein I along with the other SMEs used to frame Quiz to be conducted for the Operations team in co-ordination with the Quality and Training. Reports were directly sent to the clients based in US.Was then promoted as a Quality Evaluator for the same process through an IJP (Internal Job Posting) Show less

  • Quality Evaluator

    Nov 2004 - Apr 2006

  • Senior Customer Service Representative

    Jun 2003 - Oct 2004
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  Baxy Infosol

  Jan 2006 - Jan 2007

  Quality Analyst

  Worked as a Quality Analyst with an outbound sales process, which was into selling of mobile phones. Toucan happens to be one of the leading Telecom Company based in UK.I was one of the QAs who was cross-trained for both Landline and Mobile Phone services for the same Process. Based on the Process requirement, I complete Sales Call Analysis for both the programs on regular basis.

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  Better India Media Pvt. Ltd

  Jan 2009 - Dec 2011

  Writer
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  BC Creative Line

  Jan 2012 - Sept 2013

  Freelance Writer

  Assisting in editing work

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  Doranda Business Solutions Inc.

  Jan 2013 - Aug 2013

  Culture and Communications Trainer

  Designing the English language training module for foreign nationals.Conducting training sessions for Japanese native officials visiting India aiming to work in the capital city.

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  Genpact

  Oct 2013 - now

  • Business Administrator (Chief of Staff to Unit Lead - Life Sciences & Healthcare)

    Sept 2023 - now

  • Content Manager

    Apr 2023 - Aug 2023

  • Training Manager

    Apr 2021 - Mar 2023

  • Assistant Manager - Operations // Portfolio Control Manager - US Collections

    Dec 2016 - Mar 2021

  • Management Trainee // Portfolio Control Manager - Synchrony Financial

    Sept 2015 - Nov 2016

  • Process Developer - GE Money Australia

    Oct 2013 - Aug 2015