Hemangi Vaid
Delhi
Summary
Self-motivated professional with outstanding oral and written communication skills. Highly knowledgeable in computer software development. Experience performing quality assurance testing and consultative services for customers.
Overview
5
5
years of professional experience
Work History
Quality Assurance Analyst
CARE2SOLUTIONS
Gurgaon
09.2022 - Current
- Fielded customer complaints and queries, fast-tracking for problem resolution.
- Prepared and evaluated reports to identify problems and areas for improvement.
- Developed, documented, and executed manual tests for web-based applications.
- Implemented departmental compliance with established standards and sought out improvement opportunities.
- Oversaw implementation of ECW, INQUICKER, Bria to improve workflows and reduce turnaround times.
- Organized client meetings to provide project updates.
- Implemented strategies to take advantage of new opportunities.
- Monitored operations and reviewed records and metrics to understand company performance.
- Performed functional, system integration, regression, user acceptance testing.
- Collaborated with developers to diagnose problems and devise solutions.
Senior Associate
IGT SOLUTIONS PVT LTD
Gurgaon
08.2021 - 09.2022
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Provided technical assistance to customers through online chat or telephone support.
- Resolved customer complaints in a timely manner while maintaining a positive attitude.
- Corresponded with multiple customers daily, effectively building outstanding skills in writing.
- Followed established protocols for escalation of unresolved customer issues to appropriate personnel.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Adhered to departmental service level agreements for response times, resolution rates.
- Provided feedback on current processes and procedures based on customer interactions.
- Provided top quality control and eliminated downtime to maximize revenue.
Senior Executive
STARTEK
Gurgaon
06.2020 - 07.2021
- Improved customer service wait times to mitigate complaints.
- Used proven techniques to de-escalate angry customers during telephone interactions.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Increased customer satisfaction ratings 99% by effectively answering questions, suggesting effective solutions and resolving issues quickly.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Identified areas of improvement in customer service processes and suggested changes accordingly.
Back Office Executive
MAGICPIN
Gurgaon
03.2019 - 04.2020
- Created and submitted reports regarding background investigations, highlighting special findings.
- Contacted references by phone to validate information.
- Ran background checks of individuals to obtain necessary data.
- Compiled and maintained records of customer accounts and invoices.
- Handled incoming calls from customers regarding inquiries or complaints.
Education
Bachelor of Arts -
Delhi University
Delhi05-2022
High School Diploma -
St' Anthony Sr Secondary School
Delhi04-2018
High School Diploma -
St' Anthony Sr, Secondary School
Delhi04-2016
Skills
- Process Analysis
- Supervising
- Customer service
- performance metrics
- client service
- Power point and Excel
- analytical skills
- Patience
- Team support
COURSES
- OFFICE MANAGEMENT FROM YWCA OF DELHI (JUNE 2018- JULY 2019)
- HUMAN RESOURCE GENERALIST AND PAYROLL FROM MAGNIFIER INSTITUTE (SEP 2020- APR 2022)
- FULL STACK DEVELOPMENT FROM UPGRAD.COM (NOV 2023- PRESENT)
Languages
Hindi
First Language
English
Proficient (C2)
C2
Punjabi
Intermediate (B1)
B1
Timeline
Quality Assurance Analyst
CARE2SOLUTIONS
09.2022 - Current
Senior Associate
IGT SOLUTIONS PVT LTD
08.2021 - 09.2022
Senior Executive
STARTEK
06.2020 - 07.2021
Back Office Executive
MAGICPIN
03.2019 - 04.2020
Bachelor of Arts -
Delhi University
High School Diploma -
St' Anthony Sr Secondary School
High School Diploma -
St' Anthony Sr, Secondary School
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