Anita Jaiswal
NEW DELHI
Summary
To work with honesty, integrity and dignity in the challenging environment of the Organization, where my skills and knowledge can be utilized for high quality work
Overview
10
10
years of professional experience
Work History
BHR (Talent Acquisition)
Teleperformance
Gurgaon (Remote)
05.2023 - 04.2024
- Hire agents in an organization according to business requirement
- Managing Direct Hiring Centers and Central Sourcing Team at National level, to Support Gurgaon, Pune and Thane sites, job fairs, Campus, Employee Referral
- Automation project handled
- Coordinating with hiring managers to identify staffing needs.
- Sourcing potential candidates through online channels (e.g. social platforms and professional networks.)
- Plan interview and selection procedures, including screening calls, assessments and in-person interviews
- Assess candidate information, including resumes and contact details, using our Applicant Tracking System
- Design job descriptions and interview questions that reflect each position’s requirements
Quality Analyst
Teleperformance (got Moved From Carlson)
Gurgaon (Remote)
05.2019 - 04.2023
- Doing SBS audits, call monitoring
- As per business/client requirement implement new process.
- Identify problems, conduct root cause analysis and propose forward looking solutions
- Document and provide executive reporting on individual issue outcomes as well as proposals for future prevention
- Quality calibration with Clients, Ops and Trainer on a weekly basis.
- Took ownership of escalated situations that needed to be interacted with the client through calls, chats, emails.
- Reviewed and analyzed CSAT and DSAT on a daily basis to ensure quality assurance.
- Dip check on every month to make sure that everyone is on the same page
- Process alerts on a daily basis to make sure to get updated.
- To make sure that client updates are circulated with the whole team and make sure that everyone is following the same.
- Assist clients in using provided technology as appropriate to help customer with future interaction
- Assign daily Audit tasks to QA’s via email and ensure response time goals are met
Senior Analyst
Carlson Wagonlit Travel
Gurgaon
08.2014 - 04.2019
- Worked on GDS, CRM and Online Tool
- Handled escalation queues
- Worked on PNR creation, Issuance, Re-issuance, refund and invoice
Education
MBA in HR -
IMT
Ghaziabad, Uttar PradeshB.Com -
Delihi University
Delhi, DelhiHSC -
GLT Saraswati Bal Mandir
SSC -
GLT Saraswati Bal Mandir
Skills
- Friendly, Positive Attitude
- Teamwork and Collaboration
- Customer Service
- Problem-Solving
- Time Management
Accomplishments
- Maximum transactional savings during audits
- Made Kaizens for process improvement
- Received certificates of appreciation/outstanding performance
- Trained batches in other sites (Pune, Mumbai).
- Designed the project where the problem of issuing the tickets was resolved so that the fixing of issuing the tickets should not go to the other team (IDC) to further handle it. Earlier, it was mailed to another channel IDC to further re-issue the ticket for customers if there is a problem issuing the tickets. Eventually the problem was eliminated through the new project..
Languages
English
Hindi
German
Area Of Expertise
- Knowledge of GDS
- Experience of handling multiple LOBs and large head count
- Experience of types of markets – voice & backend with customer service and sales
- Good knowledge of reporting & analysis
- Good Knowledge of Excel, MS word and Power point
- Ticket Issuance, Re-issunace, Refunds.
- PNR Creation & Queues Handling.
Linkedin Id
https://www.linkedin.com/in/anita-jaiswal-2a0847145/
Hobbies and Interests
- Listening to music
- Travelling
- Painting
- Swimming
- Yoga
Disclaimer
I hereby declare that the above details are true to the best of my knowledge.
Timeline
BHR (Talent Acquisition)
Teleperformance
05.2023 - 04.2024
Quality Analyst
Teleperformance (got Moved From Carlson)
05.2019 - 04.2023
Senior Analyst
Carlson Wagonlit Travel
08.2014 - 04.2019
MBA in HR -
IMT
B.Com -
Delihi University
HSC -
GLT Saraswati Bal Mandir
SSC -
GLT Saraswati Bal Mandir