Abhishek Singh
Delhi
Summary
Self-motivated professional with outstanding oral and written communication skills. Highly knowledgeable in computer software development. Experience performing quality assurance testing and consultative services for customers.
Overview
6
6
years of professional experience
Work History
Quality Assurance Analyst
IGT Solutions Pvt ltd
Gurugram
2022.05 - Current
- • Monitored sales advisor calls to ensure adherence to established protocols and standards for the flights sold.
- Conducted regular coaching sessions with sales advisors to address and rectify quality errors identified during call monitoring.
- Facilitated Induction Quality sessions for new sales advisors to ensure a comprehensive understanding of quality standards and best practices.
- Compiled and maintained detailed Weekly and Monthly Quality Reports to track performance trends and identify areas for improvement.
- Coordinated with regulatory bodies to comply with quality standards and certifications.
Process Associate
IGT Solutions Pvt ltd
Gurugram
2020.09 - 2022.05
- • Collaborated extensively with Backend (Refunds), primarily utilizing GDS (Amadeus), BSP Link, and various airline websites to streamline operations.
- Played a crucial role in the Customer Service (Voice) team, addressing customer inquiries via phone and resolving concerns with a focus on exceptional interpersonal skills.
- Instrumental in achieving and maintaining high levels of customer satisfaction through effective communication and problem resolution.
- Managed all complex complaints, issues and problems to maintain customer satisfaction.
- Maintained excellent customer satisfaction by delivering high-quality customer service and dealing with all matters appropriately.
Process Associate
Expertserv Solutions
Gurugram
2019.01 - 2020.01
- Maintained advanced product knowledge to ensure customers received accurate information.
- worked in Mobile activation department in different Carriers for U.S customers in Walmart
- Maintained excellent customer relationships by efficiently solving queries, complaints and issues.
- Effectively managed customer complaints, providing smart solutions or escalating to management.
- Resolved customer queries promptly using de-escalation techniques.
Education
MBA - Human Resources Management
NMIMS
Pune2024-12
Bachelor of Commerce - Commerce
Delhi University
Delhi2021-05
Skills
- Mentoring and training
- Quality Assurance
- Critical thinking abilities
- Customer Service
- MS Excel
- Problem-Solving
- Amadeus & Galileo experience
Languages
Hindi
First Language
English
Advanced (C1)
C1
Timeline
Quality Assurance Analyst
IGT Solutions Pvt ltd
2022.05 - Current
Process Associate
IGT Solutions Pvt ltd
2020.09 - 2022.05
Process Associate
Expertserv Solutions
2019.01 - 2020.01
MBA - Human Resources Management
NMIMS
Bachelor of Commerce - Commerce
Delhi University
Similar Profiles
Jitendra Singh DatkaJitendra Singh Datka
Process Associate at Igt Solutions Pvt Ltd.Process Associate at Igt Solutions Pvt Ltd.
Dhirendra KumarDhirendra Kumar
Process Associate at IGT Solutions Pvt LtdProcess Associate at IGT Solutions Pvt Ltd
Ravi VashishtRavi Vashisht
General Manager at IGT Solutions Pvt LtdGeneral Manager at IGT Solutions Pvt Ltd