Zeeshan Bengali

Experience

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  Trans Continental E-Services Private Limited(Jet Airways)

  May 2008 - Dec 2009

  Reservation & Ticketing Associate

   Manage inbound inquiries related to flight info, ticketing, check-in and fare rules from clients and agencies. Convert prospective client inquiries into first call sales Co-ordinate with departments to assist with flight booking status for internal customers

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  Barcode Seven

  Jan 2010 - Oct 2010

  Store Manager

   Manage daily store operations, assist walk-in customersand co-ordinate with vendors Maintain record of purchase orders and update daily salesreport Develop business relations with new suppliers and handlelogistics of goods procurement

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  Firstsource

  Nov 2010 - Oct 2011

  Debt Management Consultant

   Perform recovery on delinquent accounts for UK basedbanking institution Suggest alternatives such as forbearance/ payment plans foraffected customers Ensure daily targets of inbound and outbound calls per hourwere met

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  Hutchison 3 Global Services Co. Private Limited

  Nov 2011 - Jun 2012

  Customer Support Professional

   Manage voice support for cellular device, product supportand integrated network related issues of UK basedclientele Ensure first call resolution and maintain follow ups forescalations Organize call listening sessions with team members withthe objective to eliminate variation in service delivery

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  Stream Global Services

  Aug 2012 - Apr 2014

  Tech Support

   Provide end to end technical support for inquiries related to Microsoft Office Programs, desktop & notebooks hardware diagnostics Create cases for support and handle escalations for the affected clients Supervise & support for new hires during On-the-job training

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  Ocwen Financial Solutions Pvt. Ltd. - APAC

  Jun 2014 - Oct 2017

  Quality Assurance Analyst

   Perform transactional audits and share finding with respective business units Identify critical problem areas and suggest immediate remedial actions Calibrate with business leaders and drive adherence to compliance set by regulatory bodies Initiate projects for creating scripts and drafting SOPs for aligned processes and sub-processes.

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  Ezeego1

  Oct 2017 - Sept 2019

  Senior Analyst - Quality Assurance

   Establish feedback strategy for a team on improving sales & performing net promoter score detractor analysis Delegate customer recovery initiative to operations post analysis thereby aiming to improve overall net promoter score Conduct induction for new hires, organize daily huddles and calibration, assign monthly assessment to operation staff Prepare training module, update SOP document and conduct refreshers on any redesign in given processes Publish performance trend reports and review deck to Client and Head of Business Operations Show less

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  Firstsource

  Nov 2019 - Oct 2021

  Team Lead - Quality Assurance

  Managed a team of QAs (15 analysts); providedmanagerial and technical leadership on tools, procedures and tasks. Planned and led all transactional audit and reportingactivities to ensure timely business insights are shared with internal & external stakeholders Compile and track performance at team and individual level Collaborate with other teams from training, operations & WFM department, on sharing business intelligence Served as first point of contact to OperationsManagement, Training team and Quality Assurance Manager to create process maps, SOPs, monitoring formats and quality standards. Participated in client calibrations, business reviews and new product training to gather and cascade process updates to move quality of service delivery Drive smooth transition for the quality team to new methods of evaluations and analysis activities with changes in client expectations Designed and implemented strategies and templates forstandardizing conversation structure for elementary query types. Show less

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  Zocdoc

  Dec 2021 - now

  • Team Lead | Enterprise Support

    Dec 2023 - now

  • Team Lead | PDO Quality & Metrics

    Dec 2021 - Nov 2023