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Jäsen alkaen 22. lokakuuta 2008
Experience Infosys BPO Ltd. (Since 14th Feb 2005) Quality Auditor and Internal Auditor • Worked for 11 months handling calls and data of BT residential customers (BT rented lines) • Supervising and escalation handling. (For 20 FTEs) Working with BT internal services • For last 1year handling calls and managing data of BT employees and BT building and BT offices Training • Training advisor to on call handling (new agents). • Taking refresher training for new agents. Part of voice focus team • To check and take session to improve voice quality of the process • Make presentation to help the agent to help the agents to improve the voice quality of the agents • Awarded for show a great deal of improvement on voice quality of agents. • Motivating the advisors in achieving the goal set by the Client. by awards and recognition Quality Auditor (handling 37 advisors) • Taking full responsibility of all the 37 advisors quality which includes- Ø Monitoring calls for all the agents Ø Conduction one on one session with each advisor to know their requirement and the difficulty they face while taking calls or with the process knowledge Ø Conduction process audits to check if the advisors are following the SOPs of the process. Ø Conduction training for the new advisors before putting them on calls. Ø Handling escalations. Ø Analysis the escalation trending coming in the process and taking action to reduce escalation in the process. Ø Understanding the process relation requirement of all the 37 advisors and making the training wing know about it. Ø To know the strength and weakness of every advisors and work in make the optimum use of the human resource. • Do analysis of reports and data to identify the root cause of the errors occurs and then provide a training module and conduct sessions to reduce number of errors in a process • Make FMEA of 5 sub process after every six months • Taking full ownership of conduction CSAT survey and arrange call with the Client to share the report every week and work on improving the CSAT scores. Even motivate advisors to improve the CSAT scores by different ways-like sending E-Cards to the advisors with good CSAT report. Providing weekly feedback and making the advisor feel the importance of CSAT improvement. Working on each and every area where there is a dissatisfaction feedback given by the customer. • Calibrating calls with the client to know what type service they need, making the training dept knows about the training needs and how what type of training the advisors need. • Register the advisor for the online BT training module. So that they should he trained and every single requirement of the Advisor met. So that there are well equipped and give their best. • Providing assistance considering each and every advisor as an individual. • conduction trainings a weekly training for underperformer to improve their quality so that the agents can meet the SLA Internal Auditor (for 4 Processes) • Check if the QAs are following there core job properly. Guide them when and if they need. • COPC Transaction monitoring, helping the QAs to meet all the matrix of COPC Transaction monitoring. Education • Bachelor in Computer Application B.C.A. Utkal University • MBA (HR) from IIMM (Distance Mode) Computer Knowledge • Operating Systems: DOS, Windows9x and UNIX. Windows 95 / 98/ NT / 2000 / XP • MS Office: MS Word, Excel, Basic Excel Macros, PowerPoint and Access Six Sigma/STAR Projects • Leaded a Yellow Belt Project in Improve CSAT • Member of BSQBT Project(YB project) • Working on improving the percentage call answered. • Order allocation-systematic approach for order allocation • YB project for reducing headset escalation calls to 60% • Auto monitoring tool- 1 QA reduction • End to end process –1 P.E reduction • Auto feedback generator Personal Information • Date of Birth: 18th July 1982 • Languages Known: English, Hindi and Telugu Extra Curricular Activities • Was a member of interact help in college. • Organized debates and functions in college. • Participated in inter college sports. Interests Reiki, Reading, Yoga, Meditation, Traveling, etc.
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