Aashi Bhatnagar
New Delhi
Summary
Dedicated professional with a proactive approach and rapid learning capabilities. Demonstrates a strong work ethic and effective communication skills. Committed to contributing to team success and achieving organizational objectives.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Teleperformance
04.2024 - Current
- Directed escalation matrix to resolve client concerns swiftly.
- Built trust and improved service delivery through representation of American Express in client communications.
- Executed quality checks on customer services, ensuring excellence and reliability.
Teleperformance
04.2021 - 06.2023
- Managed operations for travel process at Apple Leisure Group, ensuring customer satisfaction post-travel.
- Enhanced customer experience by addressing feedback and resolving concerns efficiently.
- Oversaw implementation of feedback mechanisms to continuously improve service quality.
- Coordinated with cross-functional teams to streamline communication and boost operational efficiency.
Quality Analyst
Teleperformance
10.2017 - 06.2020
- Conducted call audits and monitoring to ensure compliance with standards.
- Provided feedback to associates for performance enhancement.
- Facilitated quality sessions for new hires to promote skill development.
- Generated reports including dashboards, ACPT metrics, and comparison charts for performance analysis.
- Analyzed DSAT instances and communicated corrective actions to relevant teams.
- Managed escalations, delivering synopsis to clients and constructive feedback to agents and teams.
Operation Assistant Manager
SARC Aviation Pvt. Ltd.
03.2016 - 09.2017
- Conducted planning for flight actions to enhance operational efficiency.
- Attended air expos to expand market presence and establish industry connections.
Customer Service Executive
HCL Technologies Ltd.
07.2015 - 02.2016
- Delivered exceptional customer service as a support executive.
Office Assistant
Brijbasi Industries India Ltd.
09.2013 - 12.2014
- Maintained accurate records of materials purchased and dispatched for production processes.
- Assisted with office operations to enhance organizational efficiency.
- Supported inventory management through diligent tracking of materials.
- Facilitated communication between departments regarding material status and availability.
Education
BBA - Computer Aided Management
Guru Gobind Singh Indraprastha University
New Delhi01.2013
12th - Commerce
CBSE Board
01.2010
10th -
CBSE Board
New Delhi01.2008
Skills
- Customer relationship management
- Quality assurance
- Client communication
- Escalation management
- Feedback implementation
- Team building
- Time management
Internship Programme
M/s Brijbasi Industries India Ltd., 06/01/12, 08/31/12
It Credentials
Win-98, 2000, XP, Vista, Media Center, DOS, Internet Surfing, C++, Linux, Visual Basics, MS SQL
Languages
- Hindi
- English
Disclaimer
I consider myself familiar with aspects of the corporate world I am also confident of my ability to work in a team. I hereby declare that all the information furnished above is true to the best of my knowledge
Work Profile
Quality Analyst, Call auditing or call monitoring., Sharing feedbacks with the associates., Giving Quality sessions to new joinees., Sharing reports like dashboard, ACPT, comparison charts etc., To give the insight on DSAT(s), if any, and share the corrective actions required to the respective team., To work on escalations, if any, and provide the synopsis to client and share the feedback to the agent as well as the entire floor considering not to repeat the same mistake in future.
Personal Information
- Father's Name: Mr. Anil Kumar Bhatnagar
- Date of Birth: 11/27/92
- Gender: Female
- Nationality: Indian
- Marital Status: Single
Certification
SAP certification in Material Management
Timeline
Teleperformance
04.2024 - Current
Teleperformance
04.2021 - 06.2023
Quality Analyst
Teleperformance
10.2017 - 06.2020
Operation Assistant Manager
SARC Aviation Pvt. Ltd.
03.2016 - 09.2017
Customer Service Executive
HCL Technologies Ltd.
07.2015 - 02.2016
Office Assistant
Brijbasi Industries India Ltd.
09.2013 - 12.2014
BBA - Computer Aided Management
Guru Gobind Singh Indraprastha University
12th - Commerce
CBSE Board
10th -
CBSE Board