Amit Bhardwaj

Experience

• 

  Mphasis

  Jan 2006 - Aug 2008

  Sr. Customer Care Officer

  • Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken.• Check to ensure that appropriate changes were made to resolve customers' problems.• Determine charges for services requested, collect deposits or payments, or arrange for billing.• Determine charges for services requested, collect deposits or payments, or arrange for billing.• Refer unresolved customer grievances to designated departments for further investigation.• Contact customers to respond to inquiries or to notify them of claim investigation results and any planned adjustments.• Answer incoming calls, greeting callers, providing information, transferring calls and/or taking messages as necessary.• Place telephone calls or arrange conference calls as instructed.• Perform clerical duties, such as typing, proofreading, accepting orders, scheduling appointments, and sorting mail.• Listen to and critique recorded conversations for purposes of improving customer skills.• Review monthly publication of Effective Telephone Techniques. Show less

• 

  Spanco BPO

  Feb 2009 - Mar 2012

  Sr. Quality Analyst

  • Audit Calls as per the TQMs (Total Quality Management) standard guidelines.• Improving the performance of executives in terms of Quality through regular monitoring & sharing feedbacks with them & their Team Leaders.• Making performance report on daily basis and sharing the feedback with the agent.• Calibration exercises on a regular basis to ensure consistency in measurement.• Record feedback and to let the Customer service rep know about his/hers areas of improvements.• To check whether the CSR has incorporated Knowledge and competence and the customer was able to comprehend to what the CSR was talking about.• To check if the CSR has used the right telephone etiquettes, and followed appropriate hold procedures and has a given a proper resolution for the customer’s request.• Prepare MIS reports and maintain records of audits as required, and coordinate with TLs for any Internal training Needs and communication of work-related information to the supervisor.• Coach, facilitate, solve work problems, and participate in the work of the team related to Quality and Process Training• Call audits, Conduct gap analysis to improve the executive’s performance on quality related parameters• Capture areas of improvement provide feedback to the executives Show less

• 

  ICS Global Visas Pvt. Ltd.

  Mar 2012 - May 2013

  Client Service Manager

  • Listen to and resolve customer complaints regarding services, products, or personnel.• Monitor sales staff performance to ensure that goals are met.• Plan and prepare work schedules, and assign employees to specific duties.• Prepare reports of findings, illustrating data graphically and translating complex findings into written text.• Measure and assess customer and employee satisfaction.• Develop and implement procedures for identifying advertising needs.• Direct trained survey interviewers.• Achieving exceptional standards of case management, using the internal system and following our proven model and process• Minimum submissions of 25, which consists of submitted and cancelled cases.• To meet the sales target of IES and SAS. Show less

• 

  FIS

  Apr 2013 - now

  • Develop concepts of reports, analytics and visualizations development, using DAX and data models• Evaluating business processes, anticipating requirements, uncovering areas for improvement, developing and implementing solutions• Use data modelling practices to analyse findings and create suggestions for strategic and operational improvements and changes• Monitoring deliverable and ensuring timely completion of projects• Interacting with the Client and Business Team to gain the Business - Requirement and convert it into an Insightful Dashboard• Create Power BI reports based on business requirements with linked content, drilldowns, and nested parameters• Design data architecture structures necessary to support BI initiatives• Ensure reports meet data accuracy, query performance, usability and functionality requirements Show less • Cross-trained and backed up other customer service managers.• Managed work flow to meet or exceed quality service goals.• Provided accurate, specific and timely performance feedback for CSRs.• Identified individual development needs with appropriate training.• Maintained up-to-date knowledge of product and service changes.• Managed work flow to exceed quality service goals.• Met all customer chat guidelines including handle time and productivity.• Compiling reports on team’s performance and customer feedback. Show less

  • Senior Business Analyst

    Mar 2017 - now

  • Team Coach Production

    Apr 2013 - Mar 2017