Divya Asthana

*Managing and assigning tasks to Quality Team, keeping a check that Timely and effective audits and feedbacks are closed within assigned deadlines.

*Coaching agents for defects identified.

*Analyzing training gap or refresher need and arranging for refresher sessions monthly.

*Closing one to one meet with Quality analysts and bottom performers from operations. Identifying their training needs and facilitating the training and special audits to review progress.

*Reviewing regulatory requirements, SOP, Company Policies and updating or implementing same in floor as and when required or due.

*Performing internal audits on operations and Support staff.

*Have Trained more than 700+ New hires over 6 years with the organization.

Strong analytical and problem-solving skills to develop effective solutions for challenging situations while talking to consumers.
Maintained up to date knowledge of product and service changes.
Investigated and resolved customer inquiries and complaints quickly.
Delivered exceptional customer service to every customer by leveraging extensive knowledge of Products and services and creating welcoming, positive experiences.
Handled escalation and retention calls for Credit card process.
Have been recognised as maximum instances of achieving High CSAT score and maintaining a good percentage of AHT on calls.

*Self-motivated, with a strong sense of personal responsibility.

*Demonstrated leadership skills in managing tasks from concept to completion.

*Skilled at working independently and collaboratively in a team environment.

*Proven ability to achieve targets and implement feedbacks provided by quality and management.

*Used critical thinking to break down problems, evaluate solutions and make decisions.

*Identified issues, analyzed information and provided solutions to problems.

Monitored KPIs to proactively address bottlenecks and quality issues.
Compiled and distributed weekly feedback to team leaders and managers to improve service time and quality while increasing productivity.
Participated in departmental meetings to establish short - and long-term strategy.
Created and collaborated in implementation and maintenance of customer complaint log.
Defined and implemented quality initiatives to reduce risk.
Analyzed quality and performance data to support operational decision-making.
Collaborated with management to provide training on improved processes and assisted with creation and maintenance of quality training.

• ACHIEVEMENTS:
• I have been awarded for being the performer of the month for 3 times in last 6 months
• I have been recognized at the leaders conference with an outstanding score card for securing 100% on every process knowledge test (Monthly) for last 1 year
• I have been recognized by my peers for taking an extra initiative and helping them to achieve their completion targets towards the end of the month
• I have been appreciated and have been rewarded with gift coupons of worth 4000 Rs
• For giving an idea of making a tracker as a process, to capture potential complaints from customer and also for logging in the highest number of potential complaints in the team.

First party collection calls for unpaid legal books and services. Had a great opportunity to get exposure on multiple processes (Australian, US and Canadian collections).
Another great opportunity provided was to transition the Canadian process into our office. It took many hours of training and self learning the system then training the team in India to start off with the process.
Responded to customer concerns and questions on daily basis.
Processed payment via telephone with focus on accuracy and efficiency.
Handled account payments and provided information regarding outstanding balances.
Collaborated with customers and dispute resolution team to resolve disputes.
Maintained accurate records of customer payments.
Monitored outstanding invoices and performed collections duties.

• ACHIEVEMENTS:
• Was Awarded Star of the Month in July 2012 and Star of the Quarter for Q4 of 2012
• Got multiple appreciations from the customers and counterparts for being humble and patient over all calls till date
• Based upon my performance was moved to the pilot batch for the Canadian process
• Was one of the 3 members appointed for the transition of the new process to India
• Responsible to maintain the attendance tracker for all the teams and publishing daily, weekly and monthly reports to management about the same
• Took an initiative to conduct Fun @ Work
• Was also responsible to arrange all the Birthdays, Farewells and special occasions in the team.

• Genpact is a leading provider of Business Service & Technology Solution Established since 1997, operating in six countries and combines strong Business and Domain knowledge in Six Sigma Operations
• A company majority owned by GE and private equity firms of General Atlantic & Oak Hill Capital Partners Countries
• Job Profile:
• Joined as fresher and worked as a BILLING ANALYST for a leading Truck Leasing Company in the US also a client to Genpact
• A backend operation dealing with billing activities for various customers based in USA and provides complete Fleet Management Services
• Responsibilities and Achievements:
• Processed all the transactions (billing modifications) with utmost accuracy
• Responsible to log all the e-mails as a workflow in TAT (Tat - every email should be logged within 1hr)
• Solving Query mails which require lot of research to resolve
• Preparing and updating the SOP's, checklist and process map for various sub activities of the process
• Preparing monthly, weekly dashboards for all the sub processes to keep the process owner informed about the process progress and Improvement
• Handling the invoice submissions which generates revenue worth $10,000 everyday
• I was also responsible for invoicing the customer for one of the services provided called fuel which generates $600,000 every week
• Worked as an IT Catalyst for the team
• Helping the team with IT queries and updating them on IT policies
• Responsible for conducting Data audit for the team ensuring the Customer Data privacy
• Awarded Star of the Month Individual Excellence Award
• Completed Order to Cash (O2C) Training and successfully completed the assessment
• Worked on process improvement by implementing leans
• Trainings:
• Business Etiquette
• Steps to Personal Mastery
• Order to Cash
• Emerging excellence