Aarti Jain

Project - Daimler & Mercedes Benz Service Desk

• Governance of quality auditors under my team, reviewing audits and reports published by my team.
• Monthly connect with stakeholders and collaboration with them on knowledge base management.
• Conducting client calibration and auditing the auditor with my team to avoid any variance in process understanding.
• Performing RCA of client escalation, , uploading & closing them on organization portal (FIMS)
• Mentoring and grooming my team members by weekly connects with my team, Conducting monthly one-on-one and team appraisals.
• Client deck preparation for presenting accuracy, CSAT, and SLA details, and presenting the deck to the client.
• Maintaining FMEA for identifying potential risks in the process.
• Identifying training needs based on the bottom quartile and Facilitating training, assessment, and application access for new joiners

Project - 1. H3G, 2. Bakers & Taylors service desk

• Conducting call, ticket, web and email audits.
• Conducting team huddles on a weekly basis and quality sessions for new joiners.
• Publishing the Quality Compliance dashboards to operations and clients on a monthly basis.
• Sending corrective action plans for the bottom quartile. Sharing feedback and mentoring of the associates.
• Performing DSAT analysis & publishing weekly & monthly survey analysis report.
• Working on daily and weekly Pareto reports and DSAT mitigation reports.
• Providing inputs for FMEA reports handled by the Quality Lead.
• Leading the calibration as a master calibrator.

Project - Telstra (Telecom & ISP)

• Conducting third-party audits for clients.
• Responsible for internal and external call calibrations.
• Publishing the Quality Compliance dashboards to clients on a fortnightly, monthly, and quarterly basis.
• Responsible for maintaining process adherence, assuring SLAs are met, thereby meeting client satisfaction.
• Meeting the CSAT criteria for the account.
• Sending a feedback email to the associates.
• Root Cause Analysis of the problem statements.
• Identifying and highlighting potential risk areas and recommending preventive actions.

Project - AT&T (Order Management & technical support)

• Performing chat audits and data analysis, sharing feedback, and mentoring the associates.
• Sharing process updates in team huddles.
• Active participation in internal call calibrations.
• Publishing accuracy and CSAT trends on a weekly basis.
• CAPA and Root Cause Analysis of the problem tickets.
• Update and review process documentation, such as SOPs and KB articles.
• Initiating quality-based programs to enhance the process knowledge of the team, thereby improving the process.

Project - Sysco Foods (Technical help desk)

• Call audits and data analysis for the aligned verticals.
• Prepare content for Quality Huddles and Meetings.
• Completion of Yellow Belt Certification and Project.
• Publishing the Quality Compliance dashboards to clients on a weekly basis.
• Responsible for maintaining process adherence and meeting SLAs.
• Root Cause Analysis of the problem statements.
• Follow up on customer complaints and create an action plan to reduce the complaints.
• Mentoring and coaching associates on process-level issues, and providing feedback using the prescribed feedback model.
• Maintaining an update log and performing brainstorming sessions for associates.

Project: Virgin Media - Largest Internet Service provider & Telecoms Service Provider in UK.

• Installing /Configuring VPN clients, RSA soft tokens.
• T.S/ administrating VPN connectivity issues.
• Creation of security group & adding/removing the users from it.
• Pushing the required versions of Java as per the application thru Software Delivery.
• Installing /configurations & T.S of Application software’s like Cisco VPN, Nortel VPN, Clarity, Journyx, Axapta.
• Creation/Deletion/Modification/administration of Mailboxes, Distribution Lists/Contact cards, Aliases, Public Folders in exchange.

Project: Chrysler Financial - Car finance organization.

• Handling calls & providing product information to customer.
• Maintaining customer portfolio in the database.
• Transferring bankruptcy profile of the customers to bankruptcy department after initial triage.
• Assisting users with online payment, pre-payment, loan-closure, deferring payments.
• Achieving the targets of up sales & cross-sales.
• Offering test drives of the latest car models to potential customers.