Gagan Arora

· Client Management and Delivery of Client Matrix

· Meeting SL with 98% with All LOBs (Chat/Email/ Voice)

. Rostering Manpower as per Client Volume Forecast

. Closers of all Tickets within SL time keeping all checks (Query / Complaints / Request)

. Quality Processes / SOP Adherence with in all Businesses and LOBs

· Hygiene Control Internal and External department

· Team Development for Services deliverables

· Providing inputs to operations to perform up to the quality standards.

· Providing expert investigations analysis to control the unethical Activities

• Deals in FMCG Products
• Managing Distribution and Superstockist Channel Management
• Ethical Business Strategies

• Updating Daily and Weekly Reports
• Keeping Track of WAHA compliance

• Successfully U- Stamp audit done for ASME approval from USA
• Successfully Completed the SGR (supplier guidelines records (material / safety/ compliance) between Altech and GE for vendor qualification
• Delivery of 660 MW DA fabrication from Schedule 6 M to aggressive timelines of 4.5 M
• Obtained NTPC national approval for Manufacturing the 660 / 800 MW Projects
• Reduction of error by 29% by Quality project launch of TPR (Total problem resolution)
• Ensured improvement in decision-making process and saving of time up to 30% through successful completion of project EOCO
• (each one coach one)
• Ensuring monitoring and delivery Schedule in sync with MDL (Master Document List)
• Ownership of timely delivery within the specific budget while ensuring due Quality standards

• Successfully managed the process adherence for 16+ programs in parallel
• Successfully launched FMEA in Thane and Airoli with global Processes
• Spearheaded expert investigations analysis to control the unethical activities which were impacting the business revenue negatively
• Designed and implemented the Quality measurement and management process (including Quality monitoring tool)

• Compliance adherence on all Projects driven by Client and TP (Airtel)
• Designated Auditor on QA Process for Jaipur and Indore Sites (Global Process)
• Compliance on Short & Long Calls
• Defining Transaction Monitoring models & Evaluation Tools
• Root Cause Analysis & Problem Solving
• Conducted Quality trainings for other employees of the organization (BQT).
• Designed new reports in MS-Excel & automated the current reports to save man-hours spent on report generation.

• Handling a team of Quality Executives & Team Leaders & assisting them to perform.
• Responsible for maintaining performance of the entire process as per the client requirements on all Quality metrics
• Pulled up the process Performance Month on Month & made it the best Performing Process on this KPI in the entire Center within 4 Months.
• Analysis on KPIs like ICE & CQ which were appreciated from the client end too.
• Also given the additional responsibility of being the corporate communications team SPOC from the Chandigarh center.

• Taking care of Punjab, JK, and HP circle Quality with 40 Tele-calling Units
• Managing the Team of AM's and their Teams
• Managing Roster and Projected Volume
• Client interaction for Service excellence on customer Services.
• Update all the services fitting into client requirements.
• Keeping the Non Compliance under Control for customer services.
• Achieving the sales targets month on month.
• Process owner recruitment, Training, Quality, Operation, Sales Department.

• Organizing and imparting product and sales training
• Achieving the sales targets month by month
• Strategizing to scale business and the revenue from Insurance.
• Motivating the team for good Customer Service
• Monitoring the profitability of the branch and striving to increase it month by month.
• Recruitment and Training of prospective agents for the Branch

• Worked as a quality analyst, help monitoring the quality on calls provided by the agents and giving feedback's
• Regular Team Meets and Sessions taken on regular basis to improve the Team scores.
• Dipsticks done on various internal processes, process Audits also done on the regular basis.
• Conducted various soft skill workshops and refreshers and monitored improvement in soft skills and evaluated accuracy of work being processed by individual in the call centre service division.
• Conducted refreshers for new hired batches and call etiquette to ensure that they are equipped with all the skills to deliver better customer experience.

• Monitoring: of new agents for certification process as well as veterans on the floor.
• Coaching: on sales techniques, voice modulations, personality development, and product
• Auditing/Training: Audit the sales and verification calls
• Handling training sessions based on audits outcomes