Swimming
Chetna Chawla
Quality Assurance
Noida,UP
Summary
Determined Quality Assurance Specialist with 5 years of dedication to quality and accuracy. Familiar with handling multiple projects in highly competitive environments. Solid interpersonal and collaboration skills.
Overview
2
2
Languages
2
2
Certifications
5
5
years of post-secondary education
7
7
years of professional experience
Work History
Quality Assurance Specialist
Pearson VUE
10.2017 - Current
- Monitoring and training administrative activities associated with test delivery to center personnel.
- Establish work priorities, delegate work to office support staff, and ensure procedures are followed.
- Oversee and co-ordinate office administrative procedures and review, evaluate and implement new procedures.
- Co-ordinate and plan for office services, such as accommodation, relocations, equipment, supplies, forms, disposal of assets, parking, maintenance, and security services.
- Conduct analyses and oversee administrative operations related to events and project planning and management processes.
- Reviewing infrastructure, facilities, location, and transportation of centers.
- Maintaining records and storing submitted documents.
- Finding loopholes and resolving issues in coordination with legal authority.
- Verification and validation of documentation on government websites.
- Increased quality standards by 20% in 2020-2021
- Resolving real-time issues and decision making.
Program Coordinator
Pearson VUE
07.2016 - 10.2017
- Resolving Customer Complaints.
- Handling Escalation Calls from contact center.
- Keeping record of new updates.
- Coordinating with other teams to resolve complaints.
- Communicating customers about the changes.
- Organizing accommodation for disabled customers.
- Follow up on emails and phone.
- Understanding client requirement.
- Communicating challenges and solutions to client.
CUSTOMER SUPPORT EXECUTIVE
EXL Service
GHAZIABAD, UTTAR PRADESH
11.2014 - 03.2016
- Provide real time support to advisors, handle escalations and coach advisors on daily basis.
- Improve performance.
- Case scrubbing and quality audits.
- Ensuring that team is meeting client defined process SLA.
- Ability to do RCA on any controllable management escalations.
- Take Team Briefings and cascade process updates and track updates on daily basis.
Business Development Executive
Life Care & Hospitality
GHAZIABAD, UTTAR PRADESH
03.2014 - 10.2014
- Identifying, researching and targeting new clients.
- Liaising with new and existing clients over the phone and meeting them face to face.
- Managing and maintaining databases of potential clients and customers.
- Regular emails and follow ups.
- Updating posts and cases on social sites.
- Arranging accommodation and travelling for clients.
- Arranging events as Promotional Activity.
Education
MBA - International Business
Institute of Management Studies (IMS Noida)
Noida 09.2012 - 10.2014
B. Com -
Delhi University
New Delhi, DL 08.2009 - 08.2012
Skills
Proofreading
Operations monitoring
Project coordination
Decision Making
Complaint Solving
Accomplishments
- Certifications:CQI and IRCA Certified ISO 9001:2015 Lead AuditorBasic Fire Fighting & First Aid Trained from Indian Safety Solution.
Additional Information
- AWARDS , Promoted from Customer Care Representative to SME in 8 months. Won Customer Service Week with 100% quality scores
Certification
CQI and IRCA Certified ISO 9001:2015 Lead Auditor
Interests
Travelling
Food
Timeline
Basic Fire Fighting & First Aid Trained from Indian Safety Solution
01-2021
CQI and IRCA Certified ISO 9001:2015 Lead Auditor
06-2019
Quality Assurance Specialist
Pearson VUE
10.2017 - Current
Program Coordinator
Pearson VUE
07.2016 - 10.2017
CUSTOMER SUPPORT EXECUTIVE
EXL Service
11.2014 - 03.2016
Business Development Executive
Life Care & Hospitality
03.2014 - 10.2014
MBA - International Business
Institute of Management Studies (IMS Noida)
09.2012 - 10.2014
B. Com -
Delhi University
08.2009 - 08.2012