Experience

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  Yebhi.com

  Oct 2013 - May 2014

  Customer care executive

  • Resolving Customers complaint and providing world class customer services• Meeting all the quality guidelines and providing first call resolution to customers• Resolving customer’s complaint through email & Tickets• Processing manual refunds to customers and providing resolution as per their need

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  Snapdeal | acevector group

  May 2014 - Feb 2016

  • Quality Assurance Analyst

    Apr 2015 - Feb 2016

  • Customer Care Executive

    May 2014 - Apr 2015
• 

  Goibibo

  Feb 2016 - Nov 2018

  • Formulate strategies in order to meet the business requirements, customer deliverable's as well as ensuring the departmental performance against goals• Define & implement the quality standards, processes & plans for various operations• Conduct audit's and prepare comprehensive reports with suggestions for improvements• Conduct investigation on discrepancies, errors, complaints, failures and adverse events requiring documented review and action• Analyze severity and effect of a defect and provide recommendations• Mistake proofing of process through process/product design change recommendations• Ensuring that team attrition is <=10% / Months• Documented One on one with the QA's in a month• Show less • Preparing the WBR and MBR Slides and participate during the reviews• To check all the team members are updated with the process, to ensure the same DIP check and process knowledge test are being conducted• To conduct the call calibration with the external clients and also within the team• Internal audits conducted and addressing non-compliance identified during audits• Preparing RCA as and when required with 100% accuracy• To ensure all the reports should be published within the timelines.• Driving People Development Plan/ All Ideas Matter• To check auditors audit and share the feedback with the QA's.• Did the CSAT project named as Customer delight to improve the C-SAT Score• Ensuring the quality and C-sat score is met in every month• Auditing calls on daily basis and sharing feedback with the associate within the stipulated time frame• Identifying critical things and resolving them to ensure the process health is good• Show less

  • Quality Assurance Team Lead

    Apr 2017 - Nov 2018

  • Quality Assurance Specialist

    Feb 2016 - Apr 2017
• 

  Fedex

  Nov 2018 - Feb 2022

  Team leader

  • Managing the team size of 35-40associates.• Attaining daily, weekly and monthly targets specified by the process. • Coordinating with operations to ensure delivery is done on time for B2B clients. • Managing the team effectively to ensure achievement of target and performance. Presentation of proposals for business development and establishing work plans. • Communicating with clients regarding escalations and also giving information on new products or services.• Recognizes & acts on opportunities to sell/capture revenue potential• Random audits for the team members to ensure 100% quality• Providing the work update to the process manager at the end of the day• Participate in the recruiting and interviewing process• Coordinating with vendors to ensure Pickups & Deliveries are done on time for B2C Customers• Checking for the best practices across other industries and how we can implement it and provide best services to our customers• Motivate, train, coach and support new and existing employees• At times, directly contributing to warehouse activities during busy periods to ensure a high level of customer service and preventing teams from falling behind during high order volume time periods like Amazon Sale, Diwali Bonanza • Price negotiations and onboarding of new vendors in the areas where we see heavy movement of Media, for smooth functioning• Managing attrition & shrinkage• Responsible for achieving SLA Show less

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  Hero fincorp

  Feb 2022 - now

  Associate quality assurance manager