Achala Sharma

Experience

• 

  Wipro Ltd. - India

  Jul 2006 - Sept 2008

  Techincal Support Exective

  Listen to US clients for their technical complaints realted to their desktops & laptops. Address the concerns, ensure the resolution and customer satisfaction.

• 

  Dell

  Oct 2008 - Nov 2009

  Resolution expert

  To provide technical support to Dell US Customers. Ensure the resolution provided with customer satisfaction and Upsell the parts of laptops and desktops to Dell US customers.

• 

  Agilyst

  Dec 2009 - Aug 2011

  Quality Analyst

  Listen to US customers and sales exectives conversation. Internal Audits. Mark the form and submit.

• 

  IBM

  Sept 2011 - Dec 2012

  Quality Lead

  #Responsibile for meeting SLA's for Sales team. Perfrom Call Audits for the sales executive team.#Share WTD,MTD,QTD & YTD reports respectively with sales executives & to their managers respectively. #Train the bottom quartile sales executives team to share the best practices to meet their SLA's.#Responsible to perform dipcheck on floor.#Responsible to share the process updates on timely basis.#Team Feedback sharing.#One-o-One feedback sharing.

• 

  Greyb Research (India) Private Limited

  Jan 2013 - Jan 2014

  Sr. Quality Analayst

  #To Audit and perform custom research investigations on patents, scientific articles, news and industry trends and integrate the business specific information about markets and provide the missing patent information to Operation team.# Responsible to identify the loop holes in the report and get updated by Operations team. #Provide Feedback to team members.#Responsible to allocate the projects to operation team .#Responsible to keep the back up resources as per their skill sets. Show less

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  Ratchet Infotech

  Jan 2014 - Oct 2015

  Deputy Manager Quality Assurance

  # Responsible for Audit Allocation to Quality Team.#Responsible for work allocation to Compliance team to ensure customer satisfaction.# Responsible to identify the loop holes in process and report directly to MD with suggesting corrective measures. # Responsible to reduce the chargeback and refund % as per required SLA.# Responsible to train new joines and handle the OJT.# Responsible to make sure that work flow is as per SLA.#Responsible to make SOP for Quality department.#Responsible for Client Callibration and make sure that necessary changes were made with immediate effects without any fail.#Promoted as DM Quality.#Employee Greivance handling.#Responsible for preparing the incentives and its disbursement.# Responsible for perparing the cloning. Show less

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  Mark Software

  Aug 2017 - Feb 2019

  Escalation Specialist

  # Responsible to handle irate customers.# Responsible for Customer satisfaction.#Responsible to contact Bank ,CC to resolve the dispute filled against the company.#Responsible to update the Operation team about the Sale done, Sale cancellation in order to avoid any sort of dispute against the company.#Responsible to handle the escalations and take corrective measures on real time basis to avoid any dispute filled against the company.

• 

  Beyond Codes Inc.

  Mar 2019 - Jul 2020

  Assistant Manager

  # To fix the appointment for various clients depending on the assigned campaigns.#Maintaining compliance and quality metrics.# Call calibration with Client.#Responsible to get the account SLA completed.#Prepare various reports as advised by Clients.#Follow creative approach, useful insights, sophisticated targeting, and strong calls to action.# Approaching decision makers and maintaining relationships for current and future business.# C-level Interaction#Client acquisition# Business Development and lead generation. Show less

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  IT Boulevard

  Jul 2020 - Nov 2020

  Quality & Feedback Manager
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  Teleperformance

  Nov 2020 - Jun 2022

  Assistant Manager QA
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  EClerx

  Jun 2022 - now

  Process Manager