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Deepa Shinde Surve

Deepa Shinde Surve

Quality Analyst

location of Deepa Shinde SurveMumbai, Maharashtra, India

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  • Timeline

  • About me

    Quality Analyst / Process Implementation /MIS Reporting / Team Management / Process Analysis/ Leadership Skills/ Customer service

  • Education

    • University of Mumbai

      1999 - 2000
      Bachelor of Commerce - BCom Business/Commerce, General

      Activities and Societies: Deepa is a winner in Elocution, Essay Writing , Debate , Singing and Dance Competitions throughout school, college and organisational days. She has always actively participation in sporting events, Rewards And Recognition functions, cultural fests providing innovative ideas and assisting in the celebrations. Deepa has always enjoyed working as a team leader as well as a part of the team during her entire learning and organisational tenure. She thoroughly believes that the productivity of an employee depends on how lively the work environment surrounding him is and steps should be taken to reduce the monotony of work. She along with her team called "CSD Rockers" strived for achieving this by organising days, quizzes, competitions and birthday celebrations.

  • Experience

    • Bharti Airtel Limited

      Oct 2003 - Oct 2011
      Quality Analyst

      June 2010-October 2011 as Quality Analyst (Quality Monitoring Centre –CSD)June 2009 – May 2010 as CE – Knowledge Management (KM) and Self Care (USSD)September 2008 – May 2009 as Service Recovery –Nodal & Appellate Desk, TRAI, Consumer Forum ComplaintsJanuary 2008 – August 2008 as Service Excellence – Mumbai Prepaid QRC Senior ExecutiveJune 2007 – January 2008 as Non-voice Senior ExecutiveNovember 2005 – May 2007 as Care touch Customer Service RepresentativeOctober 2003 – November 2005 as Hotline Customer Service RepresentativeKey accomplishments:1. Analyzed and monitored voice calls for west hub – Mobility (121- Customer Care,198 – Complaint Helpline and ARC (Helpline calls)2. Organized and participated in calibration sessions with PAN India QA’s and ensured 0% variance in Calibrations /Dipsticks3. Met 100% LOB wise audit compliance as assigned in a month4. Worked for ensuring zero errors in Daily Logs and 0% impact scores changes as highlighted by partners in rebuttals5. Informed Red-alert calls to Partners to ensure Better Customer Service on the calls6. Updated Iportal (KM) daily for reference at front-ends regarding changes in Product and Process. Also compiled the information resulting in time-saving.7. Monitored and maintained KM usage % at 90 as per MO directives – dashboards flashed daily for keeping a check on the same8. Developed complete understanding and increased the USSD penetration – prepaid & postpaid9. Liaised with subordinate circles & zones to improve and follow best methods of self-care and SAS promotion Show less

    • Freelance

      Jun 2017 - now
      Freelance

      In the capacity of Home Tutor, Deepa has been contributing in recognizing, respecting & nurturing the creative potential of each student. She is utilizing her skills in fostering a healthy learning atmosphere in class and responding to all classroom queries in a spontaneous, empathic manner. Her ccore strength includes ensuring discipline by observing students work, behavior and attendance and advising students on course and academic matters.

  • Licenses & Certifications

    • Six Sigma Yellow Belt

      Six sigma

  • Honors & Awards

    • Awarded to Deepa Shinde Surve
      Best Customer Care Agent - Awarded with the Best Performer in Customer Care Department several times including Hotline and Caretouch
    • Awarded to Deepa Shinde Surve
      Best ICE (Instant Customer Engagement) scorer several times -