Bhavika Panchal

Worked with Concentrix services India Private Limited as Customer Service Associate from 15th December

2016 to 31st July 2017 .

a. Inbound Customer service associate for Idea Service Plus Agents.

b. Worked with Complaint management team for fact-finding, Investigation and correction.

Process ramped down from Concentrix and moved to Tech Mahindra

Worked as a Customer service Associate from 1st August 2017 till 12th May 2018 Tech-Mahindra

Information Technology Company for Idea Service Plus Desk.

a. Inbound Customer associate for VI erstwhile Idea Cellular limited

b. Worked as an outbound Agent for FCR (First Call resolution) and SRD ( Service Recovery Desk)

Worked as a Sr Quality Analyst from 13th May 2018 to 30th March 2021Tech-Mahindra Information

Worked with Unacademy as a Quality Analyst from 14th June 2021 to 16th May 2022 ( Education sales)

a. Doing Quality audits for sales BDE's.

b. Making sure that Learner concern is resolved with-in TAT with learner satisfaction and quality

maintenance.

Working with Tech Mahindra as a Sr. Quality Analyst from June 2022 for Vodafone Idea Client then moved

to Trans Union CIBIL

1. Making RCA (Root Cause analysis) reports for Team/dept error bases on the Call recording.

2. Making sure that customer concern is resolved with-in TAT with customer satisfaction and quality

maintenance

3. Manage customer interactions and resolutions with TAT with monitoring daily closures and close

looping, ensuring periodic complaint reduction.

4. Maintaining circle daily/weekly/ monthly MIS, making presentation for weekly/ monthly reviews.

5. Daily report flashing of pendency and ensuring all KPIs are met with-in TAT with Comprehensive

database management and analysis.

6. Support Operations by providing insights of each Customer interaction and its impact to customer

experience in order to deliver better Results.

Coordinating with Client to understand best practices and working in the best of ability for

achieving the Assigned Targets during Monthly/Weekly Calibration Calls.

7. Doing periodic Quality Checks/Dip Stick on Floor to understand pain areas of Agent.

Sharing Daily Feedbacks with Agents to ensure the EQ (External Quality) and IQ (internal Quality)

Scores are met.

8. Creating Dashboards and automations by creating Macros

9. Creating Google form for Feedback and activity details.

Providing process Suggestion and inputs for growth of process.

10. Calibration and Audit of New onboarded QA and there certifications.