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
05.2022 - 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
09.2020 - 05.2022
- • 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
01.2019 - 01.2020
- 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
Pune12-2024
Bachelor of Commerce - Commerce
Delhi University
Delhi05-2021
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
05.2022 - Current
Process Associate
IGT Solutions Pvt ltd
09.2020 - 05.2022
Process Associate
Expertserv Solutions
01.2019 - 01.2020
MBA - Human Resources Management
NMIMS
Bachelor of Commerce - Commerce
Delhi University
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